Manager, Credit and Collections CT (Hybrid Schedule)
About The Position
This position manages, develops, standardizes, coordinates, and issues Eversource’s credit and collections policies, procedures, and standards, primarily for Connecticut and New Hampshire gas and electric customers, both residential and commercial. The role aims to maximize collections while maintaining compliance with applicable laws, regulations, and Authority orders. It leads key internal and external stakeholder relationships and represents the company, including through testimony in related proceedings. The manager directs credit and collections strategy and operations across operating companies, oversees regulatory and legal compliance, and serves as the subject matter expert in regulatory and bankruptcy matters. The role also provides strategic leadership for credit and collections teams, collaborates across customer operations and corporate functions, and manages performance measures, budgets, vendors, contracts, and supporting technology initiatives. The position follows a hybrid schedule when approved: employees must work at least three days per week in the office, including Tuesdays and Wednesdays, with the third day determined with the supervisor. Employees must be able to work up to five days in the office when required by business needs or policy changes. Employees may also be assigned to assist during emergencies outside normal responsibilities, hours, and location.
Requirements
- Ten or more years of experience in credit and collections and customer service.
- Three to five years of supervisory experience.
- Demonstrated knowledge of utility credit and collection regulations and practices, statutes, utility accounting practices and systems, and reporting systems.
- Ability to work effectively under severe time constraints.
- Ability to use PC desktop applications such as Word, Excel, and PowerPoint.
- Strong communication and interpersonal skills.
- Baccalaureate degree in business administration with a major in accounting, finance, economics, or an equivalent discipline, or equivalent experience.
Nice To Haves
- Advanced degree preferred.
Responsibilities
- Direct collection strategies and accounts receivable activities across operating companies to optimize cash flow, minimize bad debt expense, and maintain appropriate aging, write-off, and recovery performance.
- Lead development, implementation, standardization, and administration of credit and collections policies, procedures, programs, and performance standards for gas and electric customers, primarily in Connecticut and New Hampshire.
- Monitor and assess existing and proposed regulations, legislation, and rate case proposals affecting credit, collections, customer arrearage management, and revenue recovery; recommend changes and ensure compliance.
- Identify and implement industry practices, benchmarking opportunities, and emerging trends to improve collection performance, customer experience, operational efficiency, and continuous improvement.
- Serve as the credit and collections subject matter expert in regulatory proceedings, including preparing testimony, responding to discovery requests, engaging stakeholders, and representing the company before regulatory agencies.
- Provide strategic leadership and oversight for credit and collections teams, including workforce planning, hiring, performance management, employee development, and administration of collective bargaining agreements.
- Foster accountability, employee engagement, safety, and continuous improvement.
- Collaborate with Customer Operations leaders, including Credit & Collections, Field Collections, Contact Centers, Digital Customer Experience, and Customer Assistance Programs.
- Partner with Regulatory Affairs, Legal, Government Affairs, and other internal stakeholders to align strategy and maintain awareness of regulatory, legislative, and business initiatives.
- Work with Strategic Communications and Customer Experience teams to ensure customer outreach and collections communications are accurate, effective, compliant, and supportive of customer needs.
- Oversee bankruptcy policies, procedures, and compliance; represent the company in bankruptcy proceedings, creditor committee meetings, and related legal matters, or designate qualified management representatives.
- Coordinate with internal and external business partners, vendors, regulatory agencies, and support organizations to execute credit and collection activities and meet receivables management, collection effectiveness, and write-off objectives.
- Develop and monitor KPIs, operational metrics, and management reporting to evaluate performance, identify opportunities, and support strategic decisions.
- Manage departmental budgets, vendor relationships, contracts, and technology initiatives supporting credit risk management, collections operations, and customer assistance programs.
- Respond to emergency situations as assigned, potentially outside normal responsibilities, work hours, and location.
Benefits
- Competitive total rewards program.
- Potential incentive; the position is eligible for an incentive.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
