Transaction Support Analyst 1

Title: Transaction Support Analyst 

Duration: 12 Months

Client: SouthStar Energy Services

Location: 30 Ivan Allen Jr Blvd, NW, Atlanta GA, 30308

Job Summary:The primary objective of this role is to serve as a Subject Matter Expert (SME) in daily operations forassigned retail natural gas markets across multiple states. Responsibilities include mastering standardoperating procedures, system processes, and regulatory requirements for each market. The incumbentwill lead efforts to monitor, identify, and resolve billing and customer communication exceptions,ensuring compliance and timely correction of system issues.This position acts as the owner of User Acceptance Testing for system enhancements and defects,collaborating closely with Regulatory, Legal, Customer Operations, IT Support, and Marketing teams toensure shared understanding of system changes and their impacts prior to release. Additional dutiesinclude supporting monthly pricing processes, verifying accurate implementation of pricing andpromotion codes, and recommending process improvements.The role requires the ability to analyze system concerns using SQL queries, quantify issues, and proposesystem enhancements. A strong aptitude for learning and recommending AI tools to improveoperational efficiency is essential.Job Responsibilities:Functional Expertise: Aligns closely with Regulatory, Legal and Marketing to support all Expanded Market letterrequirements while also performing a quarterly audit that ensures all letter content, setup andstate requirements are met. Monitors billing and error handling for the Expanded Markets; proactively resolving any billingor error issues by running SQL queries and determining the extent of the issue. Supports UAT Testing efforts for the Expanded Markets billing system. Supports all pricing and promo code set up in the Expanded Markets while also ensuring thatany issues with pricing or promo codes are actively researched and corrected as soon aspossible.  Performs a letter audit to ensure that content, layout, mailing timelines as well as all stateregulations are being met.  Reviews daily system generated reports to ensure that all applicable IT functions are working asdesigned.  Participates as a SME in Expanded Markets projects by working with the Project Managers inrequirements gathering, design, testing and implementation of system enhancement projects.

Supports the Consumer Relations and Customer Care teams by investigating any billing or letterconcerns. Serves as reporting liaison for the Expanded Markets System reporting and data requests.Business Acumen: Ensures that all SOP (Standard Operating Procedures) are kept up to date by continuouslyreviewing content and making updates based on system enhancements and projectimplementations. Identifies root causes for billing errors and exceptions. Manages the print vendor relationships for Customer Operations.Engagement: Liaises with the Marketing Team to coordinate rate updates, monthly billing, promo codeupdates and any pricing update requests. Works with SouthStar personnel to develop and launch new customer operations processes andprocess improvements. Liaises with Vendor and LDC personnel and SouthStar business owners to gather and documentrequirements for operational changes in the Expanded Markets. Liaises with SouthStar business owners to gather and document requirements for deployingsystem enhancements in the Expanded Markets. Works with SouthStar personnel to develop and launch new customer operations processes andprocess improvements. Liaises with marketing team to ensure all promotion codes are set up in applicable systemstimely and accurately. Supports the SouthStar Customer Service Support rewards and recognition program.Driving Results:  Gathers and analyzes data from multiple sources to identify and implement new processes andprocess improvements in billing and Customer Service Support operations for the ExpandedMarkets. Creates project plans with controls, milestones and checkpoints for system implementationprojects.QualificationsEducation, Certifications/Licenses:  Required:

Bachelor’s degree or 5+ years of applicable experienceRelated Work Experience: Required: 5+ years of experience in consumer services, billing, system operations, or business to consumer(B2C)Preferred: Retail utility experience Natural Gas Marketer/Supplier experienceSpecific Skills & Knowledge:  Required: Ability to work independently under moderate supervision; ability to also operate effectively asa team player, even if located remotely Exceptional verbal and written communication skills; ability to communicate positively andprofessionally with customers, coworkers and vendors Strong relationship management skills Strong organizational and problem resolution skills Strong project management skills Ability to coordinate and manage multiple tasks with sensitive timelines Ability to perform metrics creation, implementation, tracking and reporting for operationaldepartments Ability to conduct trending and analysis to identify root causes and possible solutions Computer literate; strong knowledge of Microsoft Office, Outlook, Word, Excel, PowerPoint, SQL Preferred: Strong knowledge of Teams and Copilot Advanced database knowledge (e.g. developing and executing SQL statements, importing data,etc.)Working Conditions/Physical Requirements: 

The incumbent works in an office environment, with a hybrid schedule, on-site 4 days per weekand subject to change per business needs.