Revenue Assurance Investigator

Duke Energy · Greenville

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Position Summary

The Revenue Assurance Investigator is to investigate all reports of meter tampering, power theft, equipment problems, and other revenue integrity issues including human error and identifying discrepancies in actual kw versus contract kw and notifying Customer Delivery, Meter Engineering, Accounts Receivable, Billing personnel when applicable. To provide training/feedback on an ongoing basis to field and office personnel regarding the energy protection program. Be a self-directed lone worker charged with making safe and ethical decisions. Advanced Metering Infrastructure (AMI) requires he Revenue Assurance Investigator to understand the data provided by the meters to conduct an efficient and well-informed investigation.

Responsibilities

Ensure that all internal Revenue Assurance processes are properly administered and that external regulatory/legal procedures are adhered to.

• Conducts a thorough investigation of all reports of current diversions, ensuring procedures are followed to allow for the proper documentation, gathering of evidence, names of witnesses, thorough analysis and description of conditions found to ensure the best solution to the problem is found.
• Remain abreast of various methods used to divert current including the more sophisticated electronic metering equipment.
• Provide on-going training and feedback to field and office employees responsible for reporting these irregularities.
• Compile necessary documentation, i.e., billing history, meter information, customer information and orders pending, to ensure thorough and proper investigation.
• Remain knowledgeable of State General Statutes and regulatory requirements as they pertain to the Revenue Assurance Program, and backbilling procedures.
• Utilize the mobile work management system (SS9) to complete investigation work orders and provide all pertinent information, fines, identified losses.
• Act as a Self-directed lone worker charged with making safe and ethical decisions concerning customers and work practices.

Coordinate with internal and external partners to reduce recurring power theft occurrences and mitigate any safety concerns.

• Establish a good working relationship with local law enforcement personnel keeping them informed of potential safety hazards, and Duke Power’s position on meter tampering/power theft issues. Establish a good working relationship/rapport with local magistrates, to ensure familiarity with State General Statutes as it pertains to energy theft.
• Develop a good working relationship with apartment resident managers/owners to ensure they are aware of safety hazards, legal liabilities, and any expenses associated with tampering with electrical equipment.
• In those cases where legal action is being considered, ensure that solid documentation and evidence, i.e., photographs, damaged meters and equipment, statements from both internal and external witnesses, billing histories, and any other material deemed necessary is compiled. Once proper documentation is compiled, notify Corporate Security before a legal action is taken.
• Be available to respond to any requests from local officials to provide information or to investigate any report of a suspected problem involving meter tampering/power theft.

Communication - Gives and receives information constructively and effectively, both verbally and written. Listens to co-workers, customers, and leadership, and is open to ideas and opinions.

• Provides clear, accurate and easy-to-understand instructions and directions to Field Service Representatives and other field employees on ways to detect energy protection problems and what to do when they are found. Provides positive and on-going feedback to them on results of energy protection problems they have reported.
• Provides clear, accurate, easy-to-understand written information on Form 178 and other written documentation that fully explains and supports actual findings for each field investigation where a confirmed power theft exists.
• Demonstrates good listening skills while receiving information regarding energy protection with internal and external customers and asks pertinent questions to clarify any concerns regarding customer information or status of account.
• Works closely with designated business office support to ensure information and documentation is received in a timely manner.
• Accepts and offers criticism and suggestions in a constructive manner and is always open for new ideas and solutions to problems relating to energy protection from employees and other outside sources.
• It will be the responsibility of incumbent to provide and maintain accurate information for input into the residential and non-residential tracking and measures system, generating monthly reports that measure the effectiveness of the program.
• Complete De-escalation training.

Ensures satisfaction of both internal and external customers by responding in a timely manner to investigate all reports of obvious power theft, and to ensure appropriate follow-up investigations are conducted on all suspected power theft situations and equipment integrity problems, on both residential and non-residential accounts. Is sensitive and responsive to customer needs and concerns and ensures those concerns are met by thoroughly evaluating each situation before making the decision to disconnect electric service. Represents the Company in a positive and professional manner in all activities incumbent may be involved in.

Ability to interpret various reports and apply them in investigations.

• Be familiar with the various reports generated by the non-residential tracking and measures system and be “knowledgeable” of each report. Notify appropriate people of results on a monthly basis.
• Establish a close working relationship with Engineering, AMI Operations, Metering, Accounts Receivable and Delivery personnel to ensure problems detected are resolved in a timely manner.

Required/Basic Qualifications

• Associates degree in Electrical Systems and Technology
• In lieu of Associates degree(s) listed above, High School/GED AND 4 year(s) related work experience

Desired Qualifications

• Bachelors degree
• In addition to desired degree, 8 years related work experience

Additional Preferred Qualifications

• Previous electrical distribution, metering, maintenance, knowledge and experience.
• Established conflict management skills.

Working Conditions

• Field Mobility Classification - Work location is highly mobile, working at various facilities or field locations with occasional onsite meetings after the onboarding period. Employee must live within a reasonable commute to the posted reporting location, not greater than 50 miles one way.
• Frequent outside work in various weather conditions, often in undesirable neighborhoods, in isolated areas such as back alleys or behind apartment buildings
• Exempt position, may work odd hours (investigations, ongoing surveillance etc.) to meet business needs.
• Frequently access occupied customer premises to inspect metering equipment, lines, and facilities suspected of illegal activity and or un-metered conditions.

Specific Requirements

• Valid state drivers’ license
• Physical requirements involve lifting or carrying tools, PPE, meters, going up/down steps or embankments, in cellars, basements.
• Operate a company vehicle in the performance or company duties.
• Knowledge, experience, of electrical metering and applications with voltages less than 600 volts.
• Utilize computer based SS9 work management system to complete investigations.

Travel Requirements

Relocation Assistance Provided (as applicable)

Represented/Union Position

Visa Sponsored Position

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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