Owner Relations Advisor

The Owner Relations Advisor interfaces with BP Lower 48 customers through inbound phone calls and email related to Division Order and Lease Revenue and oversees the daily work of owner relations agents. The customers range from individual owners to large commercial entities and requires professional communication skills (verbal and written) to steer inquiries to the root cause issue so that appropriate resolution is applied. The role uses different enterprise systems (e.g. SAP, Oildex, Siebel, among others) to perform research and manage customer interactions.

Key accountabilities

Manage customer cases received through email or inbound phone calls with quality and accuracy. Monitor and inquire in progress cases to ensure resolution. Ensure clear and concise notes within the owner relations system. Deliver customer interactions meeting quality standards. Understand the purpose and the ways of working to meet or exceed key performance indicators.
Train owner relations agents and oversee their daily work to ensure accountabilities are met; ensure all customer cases are resolved by the owner relations agents.
Interact with customers in a professional and influential manner. Utilize patience and communication skills to get to the root cause issue and provide accurate resolution feedback.
Have an appropriate level of understanding of the oil & gas business, division order & lease revenue, the terminology used and how it translates into supporting L48 customers. Understand the differences among a large suite of process scenarios in supporting Royalty and Joint Venture inquiries. (Demonstrated ability to understand line item royalty payment data in SAP that includes property number, division of interest, purchase/sale dates, product codes, quantity, BTU factor, taxes, avg price/unit and decimal disbursement %. Additional SAP knowledge to resolve inquiries include account ledger, taxable interest, legal suspense balances and check void & re-issue screens. Additional SAP knowledge to modify and update account master data records as well as financial & A/P records.)
Work effectively with teams in Buenos Aires and Houston to ensure proactive resolution of customer inquiries.

Ensure immediate and appropriate actions are taken to mitigate exposure to BP and its customers. Escalate customer cases to the Buenos Aires and Houston teams or leadership as appropriate. Identify and understand when to disable accounts payable functions and block financial payments where account status moves into suspense. Ensure customer interactions are within the boundaries of process resolution and guidance of the role. Manage and protect sensitive and confidential customer data.

Have a strong understanding of trusts/probate/deeds/1099/Letter of Regret documents and other related process elements.
Identify continuous improvement opportunities that result in operational efficiency and improved performance.
Prepare activity statistics and reports, communicating directly with Land Leadership.

Essential Education

4-year accredited college degree

Essential experience and job requirements

5 years of Customer Service / Customer Relationship experience
Customer interaction experience utilizing active listening and influencing skills along with deductive reasoning to understand and resolve issues
Systems experience: ERP (SAP PR5) and CRM (Siebel)
Excellent communication (oral and written) skills.
Communicates with clarity and integrity and understands the need for constant and consistent dialog.
Strong team-working skills

Other Requirements (e.g. Travel, Location)

There are no additional requirements. Please respond with N/A below.

Desirable criteria & qualifications

Foster an environment of safety first operations
Demonstrate ability to achieve high performance goals and meet deadlines in fast paced environment
Forward looking thinker, who actively seeks opportunities and solutions
Demonstrated use of IMPACT principles:
- I – Innovated: Learns from new ideas and applies solutions to add value
- M – Motivated: Overcomes obstacles with an intense desire to succeed
- P – Performance Driven: Makes value-based decisions involving measured risk to deliver business objectives
- A – Accountable: Takes responsibility and ownership of business performance
- C – Collaborative: Shares knowledge and works together for the good of L48
- T – Trustworthy: Keeps commitments, listens to others and authentically supports change necessary to achieve our Path to Premier

Relocation available

Negotiable

Travel required

Yes – up to 10%

Is this a part time position?

About BP

BP’s US Lower 48 (L48) Onshore business operates across a vast US geography, from Texas north through the Rocky Mountains. The business manages a diverse portfolio which includes an extensive unconventional resource base of about 7.5 billion barrels of oil equivalent across 5.5 million gross acres in some of the largest and most well-known basins in the US. Headquartered in Houston (Texas), L48 employs about 1,700 people across six states, operates more than 9,600 producing wells and has 70,000 royalty owners. Our vision is to be the most respected and admired oil and gas company in the Lower 48 US states.

Our Wyoming operations are anchored on the giant Wamsutter tight gas field in the south central part of the state. In the San Juan area of Colorado and New Mexico we produce from tight gas sands and operate the largest coal-bed methane field in the US. Our Mid-Continent operations cover the prolific Anadarko, and is home to the famed East Texas basin, along with the Woodford shale gas play and Arkoma basin. We also have non-operating interests in over 10,000 wells across the US with substantial positions in both the Eagle Ford and Fayetteville shale basins.

In 2015, the L48 Onshore is being established as a separate business within BP’s Upstream to manage its onshore oil and gas assets across the US onshore. This effort is being undertaken to improve competitiveness and help L48 remain at the forefront of innovation and development of technologies for unconventional resources.

LI-NOWRAP

Segment

Upstream

Closing Date

03-Jun-2018

Disclaimer

If you are selected for a position in the United States, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and alcohol screening/medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process. The drug screen requires a hair test for which BP must be able to obtain a sufficient hair sample for analysis (~4 cm/1 ½” scalp, or > 2 cm/¾” body – arms & armpits/legs/chest)

As part of our dedication to the diversity of our workforce, BP is committed to Equal Employment Opportunity. Applicants will receive consideration for employment without regard for race, color, gender, religion, national origin, disability, veteran status, military status, age, marital status, sexual orientation, gender identity, genetic information or any other protected group status. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us or have one of your representatives contact us at BPUSApplicationAssis@bp.com or by telephone at 281.366.1999.

Read the Equal Employment Opportunity is the Law poster and the poster supplement – for more information about Equal Employment Opportunities. (Spanish version)

BP is an equal employment opportunity and affirmative action employer. View our policy statement.

Eligibility Requirements

If you are applying for a position in the United States, you must be at least 18 years of age, legally authorized to work in the United States; and not require sponsorship for employment visa status (e.g., TN, H1B status), now or in the future.