Billing Operations & Controls Apprentice

The Billing Operations & Controls Apprentice supports the administration, auditing, and quality assurance of the billing process within the CostGuard billing system. The role performs daily processing of switch call records, ensuring completeness and accuracy of rated calls across daily, weekly, and monthly cycles. This position contributes to revenue assurance efforts by conducting billing audits, generating analytical reports, and assisting with pre-billing and billing cycle quality checks. The apprentice helps maintain billing accuracy and supports internal teams through timely troubleshooting, analysis, and resolution of billing-related issues.

Responsibilities

• Know and uphold established IT&E Mission, policies and procedures, Department and Division objectives, quality assurance and safety programs and standards.
• Perform ongoing billing audits and analysis, especially after pre-billing and draft billing cycles, to identify duplicate charges, missing charges, input errors, and other discrepancies.
• Generate switch compare reports to support revenue-loss analysis and strengthen billing controls.
• Monitor and audit customer account packages and plans to ensure accurate application of charges and features.
• Assist in reviewing high-usage activity (roaming, top-ups, load, data, long distance), especially for countries with high fraud risk.
• Respond to and/or refer customer billing issues to Customer Service; develop error queries and generate reports to help resolve issues.
• Prepare and provide weekly and monthly corrections logs for Customer Service and Operations, ensuring completion prior to each billing cycle run.
• Review and respond to online trouble ticket requests, documenting findings and recommending corrective actions.
• Perform manual or bulk updates-including additions, deletions, and modifications of products, features, and SKUs-to ensure billing accuracy.
• Investigate and troubleshoot CDRs and billing charges to support Customer Service in addressing customer inquiries and disputes.
• Develop, maintain, and distribute billing-related reports to support reconciliation, analytics, and auditing on a weekly and monthly basis.
• Provide subscriber information and call detail reports (CDRs) in response to subpoena requests in accordance with established procedures.
• Recommend process improvements and quality-control enhancements for all departments.
• Perform other related duties as assigned.

Required Qualifications, Capabilities, And Skills

• Must have a high school diploma or equivalent
• Must be a US citizen or resident alien.
• Must be at least 18 years of age or older.
• Must have been a resident of Guam for a period not less than three (3) consecutive years before entry into the program.
• Mayor’s Verification must be submitted upon hire.
• Must be able to attend a minimum of two (2) classes per semester as identified by program coordinator, while working forty (40) hours per week with IT&E.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. The physical activity of this position includes repetitive motions - making substantial movements of the wrist, hands, and/or fingers.

The physical requirements of this position involve sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

For visual acuity requirements including color, depth perception, and field of vision, the worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; visual inspection involving small defects, small parts, and/or operation of machines.

Working Conditions

The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes. This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

AboutCITADEL Pacific

CITADEL Pacific Ltd. (CPL) is a diversified private holding company with operations in the Philippines, Hong Kong, Macau, the Republic of Palau, the Commonwealth of the Northern Mariana Islands, and the US Territory of Guam.

Its holdings range from controlling stakes in companies engaged in telecommunications, retail, petroleum and gas distribution, commercial, and industrial property, in-flight catering, and manpower services. Recent acquisitions entering Solar and Data Center businesses position CITADEL to future facing and fast-growing industries in renewables energy and digital infrastructure.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.

As an Equal Opportunity/Affirmative Action Employer, we afford equal opportunity to all applicants and employees for hire and promotion without regard to race, color, national origin, gender, age, marital status, religion, veteran status, gender identity, sexual orientation, pregnancy or disability or genetic information. CPL Pacific is a Drug Free Workplace.