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 youre 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.

Bachelors 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 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 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 contractors 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.

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