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Eversource Energy Director, Credit & Collections Customer Experience in Windsor, Connecticut

Check out this video and find out why our team loves to work here! (https://www.youtube.com/watch?v=fHmr45H8xZE)The Director of Credit and Collections will proactively direct and execute best practice strategies to manage aged receivables and drive down uncollectible expense, while ensuring customers with a past due balance take advantage of the best programs and protections available to them. The role includes directing and managing the credit customer experience, including the collections contact centers outsourced vendor partnership. The role also includes building and maintaining strong external key stakeholders relationships in the utility collections and financial hardship customer areas. The role covers all electric and gas Eversource operating companies.

Role and Scope of Position:

The Director of Credit and Collections will proactively direct and execute best practice strategies to manage aged receivables and drive down uncollectible expense, while ensuring customers with a past due balance take advantage of the best programs and protections available to them. The role includes directing and managing the credit customer experience, including the collections contact centers outsourced vendor partnership. The role also includes building and maintaining strong external key stakeholders relationships in the utility collections and financial hardship customer areas. The role covers all electric and gas Eversource operating companies.

Essential Functions:

  • Direct and execute strategies to manage uncollectible expense, using industry best practice knowledge.
  • Proactively direct and manage customer experience to ensure those with a past due balance take advantage of the best Eversource programs and protections available to them to resolve their past due balance in times of financial hardship.
  • Direct and manage collections outreach activity and actions to balance credit notice volumes with inbound customer call volumes and field orders.
  • Direct and manage outsourced credit call handling vendor partnerships, functions, and performance. This includes ensuring adherence to contractual partnership terms, meeting quality assurance requirements, customer experience expectations, service level targets and other business needs.
  • Proactively work with our external state policy stakeholders and key partners to recommend changes to regulations that have potential impact on the collections function as appropriate. Stakeholders include: low income advocates, state agencies and community action agencies.
  • Testify on behalf of the Company on Credit and Collections related topics across our three states.
  • Guide and ensure oversight of contractual agreements with non-company collection agencies, including legal collections actions for all Company account receivables, including ensuring appropriate representation of Company at court-appointed bankruptcy proceedings and creditor committees.
  • Engage Collections team leaders and team members, including those who are union-represented.
  • Direct and ensure compliance with policies, procedures, activities, and standards for credit and collection functions for all operating companies.
  • Collaborate with key internal stakeholders to ensure uncollectible performance and plans are able to be leveraged to best estimate and reserve for bad debt expense.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill:

  • Strong analytical skills are required.
  • Excellent formal speaking skills are required both internally and for external regulatory testimony.
  • Excellent communication (verbal and written), strong interpersonal, negotiation and management skills, and strong business acumen
  • Requires thorough knowledge of information technology in a high transaction environment
  • Ability to use PC desktop applications (e.g., Microsoft Word, Excel, PowerPoint and email).

Education:

  • Undergraduate degree required. Accounting, finance, economics, or the equivalent major preferred.
  • Advanced degree preferred.

Experience :

  • Minimum of twelve years of experience in collections or finance and customer service or contact center.
  • Manager-level experience required with a minimum of two years demonstrating excellence managing a team.
  • Experience working within the energy industry highly preferred.
  • Knowledge of office and field Collections operations and standards.
  • Requires understanding of accounting treatment of aged receivables
  • Familiarity with industry regulations that govern work; gas and electric distributions principles, company billing, credit, collections, accounting, policies and procedures preferred.

Working Conditions:

  • Must be available to work emergency storm assignment as required.
  • Must be available to travel between MA/CT/NH as necessary.
  • Must be able to work on a computer and virtual and in-person meetings with key business partners across the states that Eversource operates in.
  • This role may also include travel a few times a year to our outsourced credit call handling partners.

Worker Type:

Regular

Number of Openings:

1

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

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