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South Jersey Industries Manager, Collections in United States

Position Summary

The South Jersey Gas Collections team delivers outreach to customers with delinquent accounts, seeking to restore or maintain an active account and current payment status. This team is held to a high level of service, working to deliver the experience our customers deserve while partnering to address difficulties in making payments. Members of the Collections team communicate by phone, through email, or in writing to provide customers with information around assistance, payment plans, or service alternatives when payments cannot be made. The Manager of Collections will lead and provide daily oversight to a team of Collections Representatives in their service to customers, manage the credit application process, and serve as a point of escalation for collection resolution. The successful candidate must be adept at developing, analyzing and targeting collection efforts while determining the best use of in-house resources, third parties and technology to ensure effective management of Accounts Receivable. This service line leader will coordinate with the financial planning and analysis and accounting teams to assess and project the potential for receipt of arrears. Additionally, this role will include the analysis of customer payment behavior, payment trends and collection rates. Continuous review of collection methods and strategies will be essential to ensure company financial goals are met or exceeded.

Basic Function:

Lead a team of employees in outreach efforts to customers with delinquent accounts, seeking to restore or maintain an active account and current payment status. Core duties include driving operational efficiency through the optimal use of staff, technology and innovative customer outreach efforts to maximize receivables collection. Tactical emphasis is on workforce planning and management; collections measurement, reporting and analysis; process improvement; and customer experience.

Essential Functions:

  • Provide daily oversight of a fast paced, high volume service line within a unionized call center with responsibility for results, including productivity, costs, methods and staffing

  • Assign work and provide guidance to employees to enable successful outcomes in accordance with regulatory requirements and aligned with corporate objectives

  • Ensure positive interactions among a team and with customers through a respectful and inclusive work environment

  • Ensure compliance with the tariff and the N.J.A.C. as it relates to customer collections

  • Manage people and project resources to meet organizational goals while also promoting individual development

  • Provide transparency around productivity through development of metrics, analysis and reporting of progress, and tactical plans to achieve goals

  • Drive process and policy improvements that maximize organizational resources within and outside the department

  • Administer budgets, timelines and performance requirements

  • Provide coaching and guidance to direct reports to motivate performance

  • Identify innovative solutions that drive improved results

  • Engage and educate employees to ensure alignment with strategic objectives


  • Bachelor’s degree with a minimum of 7 years of experience within collections, customer service, financial, or billing/receivables. OR;

  • Master’s degree with 4 years of relevant experience.

  • In addition, a minimum of 1 year of leadership experience is required.

  • Equivalent work experience may be considered in lieu of degree.

  • Demonstrated responsibility for multiple direct reports, preferably within a utility or customer centric transactional organization with a unionized work environment.

  • Experience utilizing information systems in support of process improvement, operational efficiency, and the achievement of performance standards.

Other Skills and Requirements:

  • Exceptional communication skills and leadership presence

  • Strong conceptual skills, including financial statement analysis, staffing models, telecommunication knowledge

  • Must have demonstrated the ability to think and act strategically

  • Demonstrated leadership with strong communication and people management skills

  • Proven record of institutionalizing best practices

  • Data driven with a commitment to process improvement

  • Strong reputation as being innovative, accountable, and reliable

  • Must foster an inclusive work environment and value all aspects of diversity

  • Knowledgeable in the application of industry benchmarking to drive results

  • Strong coaching skills and the ability to deliver actionable feedback

  • Strong analytical, decision making, and problem-solving skills

Explore the Possibilities

If you're looking to make an impact, South Jersey Industries is the perfect place. For interns, college graduates, or experienced professionals, at South Jersey Industries we look for enthusiastic, talented professionals at every level of our enterprise. From call center representatives with excellent people skills to engineers with the vision and expertise to design tomorrow’s energy infrastructure, we know that our people fuel our success. We take pride in recruiting the best talent available for every facet of our business. Explore the possibilities. You'll be sure to find an opportunity that piques your interest.

  • We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money

  • We provide an opportunity to build a successful and rewarding career in a variety of functional business areas

  • We foster individual talents and abilities while promoting the value of teamwork

  • Our culture prepares you for a lifetime of learning and professional development

Equal Opportunity/Affirmative Action Employer

SJI (NYSE: SJI), an energy services holding company based in Folsom, NJ, delivers energy services to its customers through three primary subsidiaries. SJI Utilities, SJI's regulated natural gas utility business, delivers safe, reliable, affordable natural gas to approximately 690,000 South Jersey Gas, Elizabethtown Gas and Elkton Gas customers in New Jersey and Maryland. SJI's non-utility businesses within South Jersey Energy Solutions promote efficiency, clean technology and renewable energy by providing customized wholesale commodity marketing and fuel management services; and developing, owning and operating on-site energy production facilities. SJI Midstream houses the company's interest in the PennEast Pipeline Project. For more information about SJI and its subsidiaries, click here.