Clerk, Audit- Consumer

Company: GCI
Location: Anchorage
Posted on: January 13, 2022

Job Description:

GCI's Audit - Consumer Clerk will be a key role in administrating, reviewing, researching, reporting, and analyzing audits of compiled data within Consumer's internal departments; through daily, weekly, monthly, and quarterly analytics and reporting measures. Utilizing data and various metric analyses provide insight and assistance for management's operational decisions to support management's efforts. Provide guidance, support and instruction to representatives and assistant managers statewide to improve accuracy and compliance. Work with Regulatory documentation, and contractual compliance issues.

Compliance is a meaningful part of GCI's overall strategy. This position will champion compliance within the Consumer Services Department (GCIC) primarily through auditing sales orders associated with Customer Consent and auditing financed device arrangements associated with customer equipment. Position will be instrumental in remediating customer consent and financed device audit deficiencies by proactively identifying compliance risks, creating formal control documentation, and implementing controls in response to identified risks. The position will provide regular feedback to Consumer management regarding findings and steps needed to remediate and / or avoid compliance deficiencies. Routine reviews of compliance control effectiveness and process improvements with Consumer Services' management is expected. Position will work across all functions of Consumer Services and with Accounting, Internal Audit, and external auditors to perform duties.

Essential Duties of Position: Prepare, develop, and analyze daily, weekly, monthly, and quarterly reports and presentations regarding Key Performance Indicators (KPI)'s and other key statistical data presented to management. Run Ad hoc reporting as requested to identify information. Analyze available data and develop written reports, summaries, forecasts, charts, diagrams, and graphs for various internal and external sources. Participate in efforts and encourage ideas that are designed to improve service levels within the organization ensuring the most efficient use of technology and resources are being utilized.

* Audit, maintain, and report on programs/services that fall under Consumer Services.
* Audit prior-day Customer Consent sales orders each day.
* Complete the Audit workbook timely and accurately.
* Update the Audit workbook appropriately based on feedback provided by management.


* Analyze daily statistics and report on the findings, including any discrepancies and non-compliance issues
* Assist in product, billing, and Audits, compile, and format data for quarterly validation.
* Collect, research, review, validate and maintain files of escalated issues regarding contractual and procedural compliance and potential regulatory filings
* Establish and maintain a Regulatory Library to use as a reference and assist with regulatory research and documentation.
* Meet established deadlines and report task progress/completion/risk.
* Perform monthly calibrations of evaluations using established metrics.
* Implementation of various quality checks and audits that focus on order and billing accuracy.
* Gather and analyze statistical information for management.

Job Qualifications:

Knowledge, Skills and Abilities

* Must be able to multitask and prioritize while remaining professional with agents and coworkers.
* Well-developed written and oral communication skills including active listening skills.
* Knowledgeable and proficient use of the Internet and windows-based applications, including but not limited to, Micro Soft office and e-mail programs.
* Demonstrated ability to handle complex, escalated problems with a successful resolution while maintaining composure during high stress situations.
* Demonstrated positive and innovative approach to problem solving
* Effectively able to adjust agent schedules to assist when call volume is high
* Must have the ability to work with various personalities, display leadership skills through organization, delegation and decision making to meet agent, customer and company needs
* Assist and encourage positive behaviors while working to improve productivity
* Ability to recognize coaching opportunities and provide that feedback to management
* Effective analytical skills required.
* High level of reliability and professionalism with a self-motivated desire to exceed expectations.
* Ability to develop, maintain and generate reports on a timely and regular basis.
* Ability to follow through complex issues to their conclusion.
* Ability to make ethical and appropriate decisions.
* Ability to maintain confidentiality
* Demonstrated accountability and ownership for actions.
* Self-motivated - desires to exceed in meeting internal deadlines and expectations.
* Positive and innovative approach to problem solving.
* Consistent adherence and commitment to the company's Declaration of Principles, Basic Principles, and code of Business Conduct and Ethics.
* Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holidays, evenings, before or after normal shift hours.

Minimum qualifications:

* Minimum five (5) years of experience in a telecommunications, bookkeeping, accounting, audit, or related industry or field required.
* Strongly preferred but not required:
* One (1) year in a lead or proven leadership role in a Call Center or Retail environment.
* Knowledgeable of GCI products, service, and billing applications.


* High School diploma or equivalent required.
* Associates degree or related course work highly desired.
* Certifications: Industry specific certifications are highly valued and can contribute towards years of experience/ education.

Because GCI is a Federal contractor subject to Executive Order 14042, all GCI employees are required to be fully vaccinated* against COVID-19 as a condition of employment. GCI will consider requests for accommodation if an individual's medical condition, disability, or sincerely held religious belief prohibits receipt of the COVID-19 vaccine.

Physical Requirements: Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Clarity of vision to see near, mid-range, and color. Ability to lift and carry up to 25 lbs.

Working Conditions: The work area must be quiet and free of distractions. Lighting must be adequate and without glare. Distracting noises should be kept to a minimum. The employee's desk must be adequate, designed to safely accommodate the equipment the employee must use, e.g., computer, printer, keyboard, monitor etc. The employee must have reliable connectivity to the internet to access GCI via VPN. Employee workstation must comply with GCI's ergonomics standards.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Driving Requirements (if applicable): Must possess and maintain a valid driver's license, proof of insurance, and acceptable driving record. May be required to travel between company office locations.

EEO: We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Keywords: GCI, Anchorage , Clerk, Audit- Consumer, Accounting, Auditing , Anchorage, Alaska