Operations Analyst - Hybrid

The Retail Operations Analyst works within the Retail Billing Operations team to primarily focus on the processing, quality assurance, and timeliness of customers' order transactions, account maintenance and monthly billings. This position requires a highly motivated candidate with solid analytic, process management, quantitative, and some technical skills to aid in the development of overall customer satisfaction. Essential Duties/Responsibilities: Acquire a thorough understanding of the electricity and gas lifecycles from contract initiation to fulfillment and final account processing. Work within NRG's internal Customer Management Systems. Process daily operational tasks related to the sending and receiving of electronic transactions between NRG and vendors/utilities. Resolve transaction and/or billing exceptions within established SLAs. Ability to translate work into formats, such as Excel, as required for analysis. Identify issues using reporting methods to maintain compliance with internal & external SLAs around transaction and billing accuracies and timeliness. Resolve issues in a timely and decisive manner or escalate as appropriate. Use root-cause analysis to identify solutions to exceptions, errors, and process gaps. Utilize software, analytical tools, and conceptual retail energy market knowledge to research and analyze complex business problems. Contribute to the execution and implementation of new business and/or regulatory requirements. Act as a subject matter expert for transaction and billing related questions. Create detailed process documentation when needed for training and resource reference. Provide training as needed for internal and interdepartmental personnel. Perform other duties as assigned.

Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company. We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.