Retail Ops, Business Analyst II

Engie•Houston, TX

1d•Hybrid

About The Position

The Collections Specialist is responsible for reducing DSO and increasing cash flow by collecting outstanding debt for ENGIE Resources. This role conducts high‑volume outbound calls, resolves escalated customer issues, and ensures accurate documentation of all collection activities. The specialist collaborates with analysts and cross‑functional teams to resolve disputes and ensure proper payment application. They maintain compliance with market rules, support drop decisions, and manage term fees and returned checks. Strong communication, problem‑solving skills, and the ability to stay composed under pressure are essential. The role also supports process improvements and completes required reporting to enhance overall collection effectiveness. Specialize in the collection of debt owed to ENGIE RESOURCES Use a variety of means to contact individuals who have defaulted on debts and/or who have not paid past-due bills. Must have exceptional communications skills, as well as listening abilities and problem solving acumen. Must have good attention to details. Reduce DSO and increase cash flow. Be able to handle multiple priorities. Ability to handle stressful situations and maintain composure. Be backup to analyst when they are out of office. Responsible for collection of term fees, returned checks and proper recording of activity. Suggest new or changes in collection policy and procedures to enhance customer experience. Outbound Collection calls, challenge resolution, customer service issues and be the expert in collection resolution. Address escalated customer collections issues received from customer care center that are escalated from the analyst. Objective: Get paid. Maintain notes of collection activities in billing and collection systems. Assure that tracking of problem accounts are escalated to manager. Advise remittance group on proper application of payments as needed and contact customers if necessary for remittance information. High volume phone calls to assigned delinquent customers. Responsible for coordination of collection activity with analyst. Reconcile customer disputes as they pertain to payment of outstanding balances that are due and be the champion of getting paid. Make recommendations to Manager on any process improvements that streamline collection activity. Coordinate with relevant groups-sales, legal, accounting, etc. to resolve customer disputes. Need to be proficient in all market rules pertaining to collection procedures and be able to recommend drops of customers who are past due. Maintain supporting documentation to support drop decisions when PSC (Public Service Commissions), complaints arise. Responsible for meeting/exceeding collections process metrics and quality control to insure high level of on-time payments and professional customer interaction. Monthly reports as required by Manager Assist with accounting reporting requirements

Requirements

Must have exceptional communications skills, as well as listening abilities and problem solving acumen.
Must have good attention to details.
Be able to handle multiple priorities.
Ability to handle stressful situations and maintain composure.
Bachelor’s Degree in Business or 3 years of energy industry experience in lieu of degree
Commercial collections experience required
Preferably 3 years High Volume corporate Collections experience; Minimum 5 years business experience
Knowledge of Billing and Collections procedures
Must be willing and able to comply with all ENGIE ethics and safety policies

Nice To Haves

Bankruptcy experience preferred but not required

Responsibilities

Specialize in the collection of debt owed to ENGIE RESOURCES
Use a variety of means to contact individuals who have defaulted on debts and/or who have not paid past-due bills.
Reduce DSO and increase cash flow.
Be backup to analyst when they are out of office.
Responsible for collection of term fees, returned checks and proper recording of activity.
Suggest new or changes in collection policy and procedures to enhance customer experience.
Outbound Collection calls, challenge resolution, customer service issues and be the expert in collection resolution.
Address escalated customer collections issues received from customer care center that are escalated from the analyst.
Maintain notes of collection activities in billing and collection systems.
Assure that tracking of problem accounts are escalated to manager.
Advise remittance group on proper application of payments as needed and contact customers if necessary for remittance information.
High volume phone calls to assigned delinquent customers.
Responsible for coordination of collection activity with analyst.
Reconcile customer disputes as they pertain to payment of outstanding balances that are due and be the champion of getting paid.
Make recommendations to Manager on any process improvements that streamline collection activity.
Coordinate with relevant groups-sales, legal, accounting, etc. to resolve customer disputes.
Need to be proficient in all market rules pertaining to collection procedures and be able to recommend drops of customers who are past due.
Maintain supporting documentation to support drop decisions when PSC (Public Service Commissions), complaints arise.
Responsible for meeting/exceeding collections process metrics and quality control to insure high level of on-time payments and professional customer interaction.
Monthly reports as required by Manager
Assist with accounting reporting requirements