Manager Collections - Mass Market Residential

Job Overview

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, and recovery processes. 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.

Key Responsibilities

• 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.

A Successful Candidate Will Have

• 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.

Preferred Qualifications

• 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

NextEra Energy Offers

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more.

Equal Opportunity Employer

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.