Collections Specialist

SunStrong Management, LLC•Houston, TX

2d•Onsite

About The Position

SunStrong Management is a leading independent asset management and servicing platform specializing in residential and commercial solar energy portfolios. SunStrong provides end-to-end services including operations and maintenance, customer billing and support, asset performance management, and investor reporting. The company partners with leading capital providers to optimize clean energy assets at scale, supporting the growth of distributed renewable energy while delivering reliable performance and exceptional customer experience. This is an in office position, location Greenway Plaza. The Collection Specialist is responsible for the maintenance and collection of past due, delinquent, and defaulted accounts. Primarily this will be by contacting customers by phone, email, or automated dialer. Aside from phone calls, a specialist will also perform account research to identify opportunities to maintain the account including skip tracing, entering accounts for disconnect of service, requesting an updated or corrected letter, escalating account issues to the correct departments, etc.

Requirements

Minimum of 1 year of equivalent experience in collecting delinquent accounts
Three to Four years experience in a customer service and/or call center setting within the Energy, Renewables, or related industry.
Intermediate skills with Microsoft Excel, Office, and Teams
Bilingual in Spanish
Ability to work independently and complete assigned tasks timely
Previous experience in the utility industry is preferred, but not required

Responsibilities

Monitor assigned past due inventory.
Contact customers and analyze account information to determine what action should be taken.
Provide research on customer accounts to other work groups or customers as needed.
Establish payment arrangements consistent with Sunnova policy to help customers resolve outstanding balances.
Handle inbound customer telephone calls and provide resolutions to these calls to prevent escalations.
Request updates on outstanding cases, enter new cases, or comment on existing cases as needed for the situation.
Perform account maintenance including accurate note taking, updating demographics, removing bad phone numbers, etc.
Demonstrate a good customer service approach with the use of soft skills to ensure that we are keeping our delinquent accounts down while simultaneously providing positive customer experience.
Perform other functions as assigned.