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Job Summary:
The Sr Manager Final Debt Collections is responsible for the collection of all accounts that leave NRG Consumer’s business unit. Foundational to the role is the ability to recruit, onboard, and manager different collection agencies, execute multiple strategies to recover balances from previous customers and relationships across functional areas of the business, at all levels to ensure alignment with company strategic directives. The ideal candidate can successfully partner with others to review processes, system functionality, identify and understand risks, perform root cause analysis, and influence proper resolution of account balances to maximize account recovery. Finally, the role will update and report to the leadership team on progress and resolution.
Essential Duties/Responsibilities:
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-Manage collections of final account balances across North America Consumer Business.
-Perform manage recovery rates for multiple placements across multiple vendors.
-Ability to identify process and control gaps within collections – support identification of process and control gaps across entire order to cash process
-Understanding of cost implications on all recommendations with a goal to reduce overall opex while also improving recovery
-Timely issue identification and resolution for any incidents.
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-Create, support and manage multiple outreach programs for collections across different placements and territories.
-Understand and analyze customer life cycle in order to predict and improve recovery performance.
-Capture and understand business impact and urgency to determine priority and approach to resolution account recovery.
-Document and implement robust control framework for AR recovery.
-Identify actions to mitigate and prevent incident reoccurrence and ensure these are progressed as appropriate.
-Organize and deliver final debt recovery reviews with Sr Management and Leadership team, highlighting key metrics and trends as well as areas for improvement.
-Effectively manage team and vendors within prescribed SLAs.
-Establish and maintain strong relationships with stakeholders by effectively managing expectations and inspiring confidence in delivery.
-Deliver reporting of recovery success to stakeholders including Sr Management and Leadership.
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-Support continual training efforts and awareness of new trends in AR recovery.
-Ensure compliance with FDCPS/TCPA/FCRA laws and regulations, in addition to additional local rules for the territories we participate in.
-Lead RFP’s and onboarding for new vendors to improve performance.
Working Conditions:
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-Open office environment.
-Some overtime required as special projects arise.
-Limited Travel – 2-3 trips/year for vendor management and conferences.
Minimum Requirements:
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-High School degree
-10 years industry experience in similar roles
NOTE: If a candidate does not meet these requirements, Success Factors will automatically disqualify the candidate.
Preferred Qualifications:
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-Bachelor’s degree
-10-15 years industry experience
Additional Experience, Knowledge, Skills and Abilities:
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-Broad understanding of the technologies provided and their link to business operations
-Comprehensive analytical, conceptual, and problem-solving skills with high attention to detail
-Demonstrated ability to manage conflict effectively
-Strong interpersonal and communication skills (both verbal and written).
-Familiar with and experience implementing AI and other automation tools to reduce opex and enhance recovery performance.
-Experience in accounts receivable collections in a consumer industry. Bonus if in consumer energy.
-Experience managing vendors for performance in receivable recoveries.
-Experience managing outreach campaigns to drive customer behavior.
-Experience reporting on recovery metrics, ability to identify and implement additional metrics to improve recoveries.
-Effectively interact, collaborate and build relationships with all levels of the organization and across multiple departments is essential.
-Proactive mindset and “can do” spirit to drive change and to take ownership of projects.
-Strong bias for continual process improvement.
-Proficient in MS Office software
Physical Requirements:
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-Example: Occasionally requires lifting as appropriate to perform duties and responsibilities.
NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.
Official description on file with Talent.
