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To establish the present level of customer satisfaction with regards to EFL’s Customer Services, EFL is conducting a customer satisfaction survey. Your views are important to us to make us improve our Customer Services and bring it to yet another level. It should not take you more than five minutes to answer the questions outlined below. As an appreciation of your commitment in answering these questions, EFL will give you a chance to go into the draw to win cash.

VAC 133/24 - REVENUE PROTECTION ANALYST

18 October 2024

KEY OBJECTIVE To analyze metering investigation reports and carry out sales recovery calculation pertaining to faulty meter, meter pilferage and anomalies. Compile sales recovery files and submit to Manager Technical Services. Ensure sales recovery amounts are billed to respective accounts and customers advised of the bill. Address customer clarification/disputes, carry out necessary adjustments to recovery amounts, and address with Legal Team where necessary. The Analyst will ensure that the revenue lost by EFL is realized and recovered in a timely manner.

OVERALL RESPONSIBILITY

The Revenue Protection Analyst will be responsible for all sales recovery pertaining to faulty meter, meter pilferage and anomalies from the date of identification up until the date of settlement of the recovery amount.

SPECIFIC ROLE RESPONSIBILITY

ANALYSIS, TRENDING & CALCULATION

  • Analyze meter investigation report, meter consumption history and carry out sales recovery calculation.
  • Be investigative in identifying key information that are critical in determining the recovery amount.
  • Carry out field visits to further understand the cases and familiarize with the metering system layout as and when required.
  • Monitor and trend monthly customer transactions to identify issues/ pattern that may be concurrent with revenue loss. 
  • Ability to research and understand energy meter and associated hardware operation and relevant electrical concepts.
  • Carry out amendments to billed recovery amount and provide sound evidence for reversals.

ADMINISTRATION & REPORTING 

  • Compile documentations and administer these documents pertaining to sales recovery cases.
  • Be an end to end solution for all sales recovery file storage (digital, hard copy)  and record keeping.
  • Generate monthly and reports.

COMMUNICATION

  • Liaise with internal and external stakeholders to ensure recoveries are completed and closed off in a timely manner.
  • Address customer queries, provide information and conclude cases with mutual agreements.
  • Carry out customer visitation and awareness campaigns.

BILLING AND DEBT RECOVERY

  • Work in collaboration with Debt Management Unit (DMU) in terms of payments, arrangements, and customer disputes.
  • Ensure customers are billed the recovery amount in a timely manner.

PROCESS DEVELOPMENT

  • Identify opportunities for continuous improvement.
  • Review and improve processes, environment and systems.
  • Contribute to an effective, committed workplace Team that supports a positive and innovative culture.

POLICIES & PROCEDURES

Comply with internal and external organizational policies and procedures.

TEAMS & STAKEHOLDERS

  • Participate constructively and positively as a member of the Team in contributing to Team goals.
  • Liaise, negotiate and consult with internal and external stakeholders.

OTHER DUTIES

  • Perform other duties as required by Manager Technical Services in accordance with strategic objectives, business plans, workload priorities and performance management plans.

SKILLS & KNOWLEDGE

Analytical skills: ability to analyses data, interpret and visualize trends and make sound conclusions that will be basis of a recover calculation. Be able to trend data and identify aspects of revenue loss.  

Quick learner, investigate, attention to detail ability to understand new concepts in terms of metering system operation, electrical operation and concepts to electricity metering. Be investigative enough to pick up critical information and be able to utilize this information to further strengthen recovery case. Have a keen eye for attention to detail.

Communicate and Influence Effectively A demonstrated ability to; structure messages clearly and succinctly orally and in writing. Focus on gaining a clear understanding of others comments by listening and questioning for clarity. Check that own views have been understood, listen to differing ideas to develop an understanding of the issues.

OTHER KEY COMPETENCIES

PROFESSIONALISM Knowledge of Fiji Electricity Act and Regulations, EFL practices and procedures and ability to apply them. Ability to identify electricity consumption pattern, analyze and formulate opinions, make conclusions for recovery approach. . Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations.

PLANNING AND ORGANIZING Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when carrying out recovery calculation; monitors and adjusts recovery strategies and actions as necessary; uses time efficiently.

INNOVATION MANAGEMENT Energy Fiji Limited (EFL) is fully committed to fostering an innovation culture, which is stated as one of our core values. EFL is reinventing its approach to adapt to such dynamic business environment by stimulating and unleashing the creative potential of every individual employee at every level to provide innovative solutions to organizational challenges resulting in better customer experience. This can be achieved by developing our people and nurturing them through an embedded innovative culture where they can combine productive resources to develop effective business processes for improved service delivery. The incumbent must foster innovation at its best.

CONFIDENTIALITY

The Organization requires that you will not either during or after your employment without the EFL’s written consent divulge any information concerning the EFL’s transactions or affairs which may come to your knowledge during or in the course of your employment with the company.

KEY REQUIREMENTS

  • A Degree Accounting and Information System/Economics/ Business Studies/Statistics from a recognized Tertiary institution
  • Minimum three (3) years’ experience in a similar role.
  • Good communication skills, possess high degree of analytical skills and be able to work with minimum supervision
  • Knowledge and experience in debt recovery, revenue loss analysis, electricity metering operation/concept will be of added advantage.
  • Valid Group two (2) (not provisional) Driving License will be advantageous.

EFL IS AN EQUAL OPPORTUNITY EMPLOYER

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