Cred & Colls Speclst/Sr Cred & Colls Speclst

Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions.

About the role

The Credit and Collections Specialist provides analytical support and coordination of credit and collection activities for both RI Energy's electric and gas segments, including active and inactive residential and non-residential customers. Responsibilities include providing analysis and contributing to the coordination and management of active, inactive, and uncollectible debt levels.

Responsibilities

• Provide analytical support to the Credit and Collections department; lead, coordinate, or contribute to updating and reviewing the uncollectible forecasts for RI Energy.
• Understand Rhode Island Utility regulations and ensure collection practices are in compliance with RI Code.
• Benchmark other utility and industry practices to identify opportunities for improvements in RI’s processes.
• Work closely with CCC Supervisors and Senior CSRs to support operational decisions, interpret policy, and oversee responses to ad-hoc collection communication from customers.
• Develop communication and training for Call Center and Field Services employees.
• Oversee bankruptcy process, training, communication, and response to customers.
• Respond to policy clarification requests from Call Center employees.
• Develop and maintain policy and process documentation.
• Maintain visibility to field and CCC for immediate issue resolution during collections season.
• Run controls for collection actions to ensure collection paths are working properly.
• Maintain and review cash controls to monitor customer payment activity.
• Monitor payment agreements made by Call Center agents and self-served by customers to ensure compliance with process.
• Maintain training materials for field collection.
• Review and approve training materials for Call Center employees.
• Respond to company Audit requests by third parties and Corporate Audit Services.
• Provide yearly RI PUC consumer reports related to collection activities.
• Oversee changes in regulatory communication to customers and prepare standard written notices to customers.
• Develop joint action plans with Call Center and Field Operations and conduct follow-up actions.
• Manage yearly PUC requirements such as 4770 reporting, as well as monthly information requirements.
• Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among co-workers.
• Prepare regression models to forecast collection budgets.
• Perform other duties as assigned.
• Comply with all policies and standards.

Requirements

Intermediate Level

• Bachelor’s degree and minimum of 2 years’ experience in a collections environment or an equivalent combination of education and experience on a year-for-year basis.
• Proficient in a Customer Information System.
• Proficient in MS Office applications.
• Working knowledge of RI credit and collection processes.

Preferred Qualifications (Intermediate Level)

• MBA.
• Excellent oral and written communication and interpersonal skills.
• Good business judgment.
• Demonstrated experience in areas including regulatory, business operations, customer services, credit, and collections.

Senior Level

• Bachelor's Degree.
• Minimum of 5 years’ experience in a collections environment.
• Proficient in a Customer Information System.
• Proficient in MS Office applications.
• Working knowledge of RI credit and collection processes.

Preferred Qualifications (Senior Level)

• MBA.
• Excellent oral and written communication and interpersonal skills.
• Good business judgment.
• Demonstrated experience in areas including regulatory, business operations, customer services, credit, and collections.