Business Analyst - Customer Policy & Solutions - Akron FirstEnergy Headquarters
$31,200–$31,200 year
On-siteAkron, Ohio, United States
Job Summary
Review, evaluate, and process Universal Service Fund applications through multiple intake channels, verifying eligibility based on income thresholds, household composition, and residency. Validate supporting documentation including pay stubs, tax records, and identification documents to calculate benefit levels in accordance with New Jersey Board of Public Utilities and Department of Community Affairs guidelines. Approve, deny, or pend applications while maintaining quality reviews, documenting decisions, and escalating fraud or eligibility discrepancies. Communicate with applicants regarding missing information and program education, collaborate with community action agencies, and generate reports on processing volumes and approval rates.
Required Qualifications
- Bachelor's degree in business administration, Public Administration, Social Services, Finance, Accounting, Communications, or related field
- 2-5 years of experience in: Program administration, Eligibility determination, Utility customer assistance programs, Public benefits administration, Financial analysis, Customer service operations
- Strong analytical and decision-making abilities
- Experience reviewing financial and income documentation
- Exceptional attention to detail and accuracy
- Ability to interpret policies, regulations, and eligibility requirements
- Strong written and verbal communication skills
- Ability to manage a high volume of applications while maintaining quality standards
- Proficiency in Microsoft Office Suite, particularly Excel and Outlook
- Experience working with case management or customer information systems
- Experience administering LIHEAP, USF, SNAP, Medicaid, TANF, or similar public assistance programs
- Knowledge of New Jersey energy assistance programs and low-income customer policies
- Utility industry experience
- Experience with regulatory compliance and audit support
Desired Qualifications
- Bilingual communication skills (English/Spanish preferred)
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