Mgr Revenue Protection

NextEra Energy•Houston, TX

1d•Onsite

About The Position

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. This position is responsible for leading the detection, deterrence, and recovery of lost revenues. This role oversees an operational and analytical team and leverages automation, algorithms, analytics and modeling, and operational efficiency to monitor performance and trends, identify conditions previously undetected, and improve overall efficiencies. The role will also coordinate across teams in the business unit to investigate and bring resolution to issues relating to revenue protection.

Requirements

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.
Bachelor's Degree
Experience: 7+ years
Leadership Experience: 2+ years

Nice To Haves

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
Master's Degree

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.
Investigates and resolves issues related to revenue protection through analysis, coordination, troubleshooting and reporting.
Develops, refines, and operationalizes risk management policies and procedures related to revenue protection.
Creates and continually enhances risk reporting in order to both monitor performance and pro-actively detect inefficiencies and irregularities in key business areas.
Tests and validates risk-related data to ensure the accuracy and integrity of risk metrics and key performance indicators.
Engages with external parties to respond to inquiries, gain market knowledge and provide resolutions.
Performs other job-related duties as assigned.