Program Support Specialist (Credit & Collections)

Orlando Utilities Commission; Orlando (FL); On-site; USD 45,000 - 56,000; Full time

Benefits offered by this job

Competitive compensation

Health insurance

Paid time off

Parental leave

Education assistance

Professional memberships

Training opportunities

Job summary

Orlando Utilities Commission (OUC) is seeking a Program Support Specialist to join its Credit & Collections team, supporting the Power Pass program with accurate billing in CC&B and MyUsage systems. The ideal candidate will have a finance/business background and at least two years of operational support experience, with strong analytical and communication skills for data analysis and reporting.

This role interfaces with customer service, metering, and IT teams to drive program improvements and

Qualifications

• Bachelor’s degree in Finance, Accounting, Business Administration, Economics or related field.
• Two years of experience supporting business operations with project design, budgeting, financial analysis, reports, or data analysis.
• Familiarity with CC&B and billing processes is preferred.
• Strong written, verbal, and interpersonal communications skills.

Responsibilities

• Coordinate daily program activities and respond to requests to resolve issues.
• Collect, verify, and maintain program performance and financial data.
• Analyze data results and prepare reports for management or external entities.
• Forecast program metrics and identify opportunities for enhancements.
• Research and implement improvements; support program communications and documentation.
• Train staff and support operational software and applications.

Skills

Data analysis

Financial analysis

Operational reports

Project design support

Communication skills

Analytical mindset

Education

Bachelor’s degree in Finance

Accounting degree

Business Administration

Economics

Tools

CIS

JD Edwards EnterpriseOne

ERP software

Job description

OUC - The Reliable One is presently seeking a Program Support Specialist to join the Credit & Collections division. At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations.

We are looking for a customer-focused, results-driven team player with strong analytical organizational, and prioritization skills to support our Power Pass program. In this role, you’ll handle all aspects of program administration, from customer account maintenance to troubleshooting and identifying opportunities for improvement. Your proactive mindset and communication skills will help you effectively analyze data, interpret trends, and recommend program enhancements to drive growth and success.

As a Program Support Specialist, you will oversee daily Power Pass operations, ensuring accurate billing in the Customer Care & Billing (CC&B) and MyUsage systems, investigating account issues, processing payments, managing reports, and interfacing with customer service, metering and technology teams. You will be the subject matter expert for the program, guiding both internal teams and customers while maintaining high-quality service and operational standards.

OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions.

The Ideal Candidate will have:

• Bachelor’s degree in Finance, Accounting, Business Administration, Economics or other field related to the area of assignment from an accredited university or college. In lieu of a degree, equivalent combination of education, certifications and experience may be substitutable on a 1:1 basis.
• Minimum of two (2) years of experience providing support to business operations, to include one or more of the following responsibilities:
  • Project design and support,
  • Budget/accounting coordination,
  • Financial analysis,
  • Developing operational reports, and/or
  • Data metrics, analysis and reporting.
• Knowledge of CC&B and billing processes (preferred)
• Additional experience in the functional area of assignment, preferred.

OUC’s offers a very competitive compensation and benefits package. Our Total Rewards package includes to cite a few:

• Competitive compensation
• Low cost medical, dental benefits, and paid life insurance premiums with no probationary period Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
• Paid vacation, holidays, and sick time
• Paid parental leave
• Educational and Professional assistance programs; Paid Memberships in Professional Associations;
• Paid Conference and Training Opportunities

Salary Range: $32.692 - $40.865 per hour commensurate with experience

Location: “The Greenest Building in Downtown”-Reliable Plaza, 100 W. Anderson St., Orlando, FL32801

Applicants must be legally authorized to work in the United States at the time of application. This organization does not offer or sponsor employment visas for internship or full-time positions.

Please see below a complete Job description for this position.

Job Purpose:

Provide advanced operational and administrative support for an assigned Business Unit or department. Coordinate the administrative and program operations to include but not limited to: reviewing and researching data; developing reports and recommendations; maintaining documentation; and supporting internal and/or external customers.

Primary Functions:

• Coordinate the daily activities and operations of an assigned program, to include, but not limited to: responding to customer requests to identify needs and resolve issues; providing information and guidance regarding program offerings and processes; processing program-related actions and tasks;
• Collect, verify, and maintain various program performance, operational, and financial data;
• Review and research data results, provide recommendations, and prepare related reports for management and/or external entities; may be required to provide financial, statistical, and/or technical analysis/reports;
• Participate in forecasting program metrics;
• Provide related research, recommendations, and analysis of program participation and effectiveness; including opportunities for enhancement and redesign;
• Identify and research gaps in program performance; identify opportunities and recommend and/or implement improvements ;
• Research and recommend new technologies, programs, and procedures;
• Coordinate and assemble communication such as electronic mail, memorandums, documents and information related to programs and issues;
• Maintain and review program related contracts, documents, policies, and manuals; help to ensure compliance with related regulations and agreements;
• Participate in community and employee events to promote OUC efforts, programs, and initiatives;
• Train staff on programs, procedures, and/or operations;
• Support operational software and technical applications related to the program; conducts reviews/analysis of systems, processes and data;
• Perform other duties as assigned.

Technical Requirements:

• Working knowledge of all, but not limited to, the following: Business operational and administrative support processes;

• Data metrics, review, and analysis methods;

• Research techniques and report writing;

• Project support;

• Software Applications (Customer Information System (CIS), Enterprise Resource Planning (ERP) software (JD Edwards Enterprise One) and other software used for business operations and project/program data collection, analysis and reporting ;

• Familiarity with all, but not limited to, the following:

• Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws;

• Strong written, verbal, and interpersonal communications skills;

• Analyze operations and financial data, identify problems/opportunities, interpret policies, and propose solutions;

• Prioritize and coordinate multiple projects to meet deadlines;

• Understand and apply technical and regulatory knowledge in the functional area of assignment;

• Develop a variety of reports, documents, manuals, and guides for the functional area of assignment;

• Exceptional customer service and relationship-building skills;

• Define problems, collect data, establish facts, and draw valid conclusions or make recommendations;

• Understand and apply governmental accounting practices in the maintenance of financial records;

• Make arithmetic computations using whole numbers, fractions and decimals; compute rates, ratios and percentages;

• Use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).

Education/ Certification/ Years of Experience Requirements:

• Bachelor’s degree in Finance, Accounting, Business Administration, Economics or other field related to the area of assignment from an accredited university or college. In lieu of a degree, equivalent combination of education, certifications and experience may be substitutable on a 1:1 basis.
• Minimum of two (2) years of experience providing support to business operations, to include one or more of the following responsibilities:

• Project design and support,
• Budget/accounting coordination,
• Financial analysis,
• Developing operational reports, and/or
• Data metrics, analysis and reporting.

• Additional experience in the functional area of assignment, preferred.

Working Conditions:

This job is absent of disagreeable conditions.

Physical Requirements:

This job consists of constant or very frequent speaking, hearing, reading, writing, typing, sitting, and repetitive motions. This job may occasionally consist of driving a company vehicle, reaching over head, and climbing (ladders, stairs, hills, etc.).

OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.

EOE M/F/Vets/Disabled