Manager Collections - Mass Market Residential

Requisition ID: 95746 At Gexa Energy, a NextEra Energy Resources company, we provide reliable low-cost energy solutions. Focused on customer satisfaction, we offer innovative electricity plans tailored to the diverse needs of Texas homes and businesses. If you're passionate about making a difference in the energy industry and delivering exceptional customer experiences, join our team today. Position Specific Description The Manager of Collections, Mass Market Residential, leads high-volume residential collections operations, including delinquency reduction, cash recovery, compliance, customer experience, and team performance. This role balances revenue protection with customer-focused outcomes through strong leadership, operational discipline, and data-driven decision making. Employees in this role oversee end-to-end collections performance for mass market residential energy customers, including early- and late-stage delinquency, payment arrangements, disconnect/reconnect support, agency placement, dispute resolution, and recovery activity. The manager partners across Customer Care, Credit, Billing, Finance, Legal/Regulatory, IT, and external vendors to resolve issues, strengthen controls, ensure adherence to company policies, market rules, and applicable consumer protection requirements. • Lead daily collections operations, including delinquency management, payment plans, pre-disconnect activity, agency placement, and recovery processes. • Establish goals and monitor KPIs including delinquency, aging, roll rates, cure rate, promise-to-pay, bad debt, write-offs, agency recovery, and contact effectiveness. • Optimize customer treatment strategies by risk segment, balance, tenure, seasonality, payment behavior, and regulatory requirements. • Manage, coach, and develop team members; reinforce quality standards, training, performance accountability, and operational targets. • Ensure collection practices comply with company policies, market rules, consumer protection requirements, privacy standards, and applicable regulations. • Partner cross-functionally to resolve escalated account issues, billing disputes, payment exceptions, process defects, and vendor performance opportunities. • Oversee third-party agency performance, including placements, recalls, scorecards, compliance monitoring, issue resolution, and recovery results. • Perform other job-related duties as assigned. • 5+ years of experience in collections, credit, customer operations, accounts receivable, or utility/energy customer financial services. • Supervisory or people leadership experience with demonstrated ability to coach teams, manage performance, and drive operational results. • Bachelor’s degree in Business, Finance, Accounting, Economics, Operations Management, or a related field. • Experience with residential energy collections, disconnect/reconnect processes, payment arrangements, third-party agencies, regulatory compliance, KPI reporting, Excel, Power BI, billing platforms, and collections systems Job Overview This position is responsible for leading the detection, deterrence, and recovery of lost revenues. This role oversees an operational and analytical team and leverages automation, algorithms, analytics and modeling, and operational efficiency to monitor performance and trends, identify conditions previously undetected, and improve overall efficiencies. The role will also coordinate across teams in the business unit to investigate and bring resolution to issues relating to revenue protection. Job Duties & Responsibilities Investigates and resolves issues related to revenue protection through analysis, coordination, troubleshooting and reporting Develops, refines, and operationalizes risk management policies and procedures related to revenue protection Creates and continually enhances risk reporting in order to both monitor performance and pro-actively detect inefficiencies and irregularities in key business areas Tests and validates risk-related data to ensure the accuracy and integrity of risk metrics and key performance indicators Engages with external parties to respond to inquiries, gain market knowledge and provide resolutions Performs other job-related duties as assigned Required Qualifications Bachelor's Degree Experience: 7+ years Leadership Experience: 2+ years Preferred Qualifications Master's Degree NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more. Employee Group: Exempt Employee Type: Full Time Job Category: Customer Service Organization: Gexa Energy, LP Relocation Provided: Yes, if applicable NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to [email protected] , providing your name, telephone number and the best time for us to reach you. NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies . Please see our policy for more information. . #LI-MS1 Nearest Major Market: Houston