Manager Collections - Mass Market Residential

Requisition ID: 95746 At Gexa Energy, a NextEra Energy Resources company, we provide reliable low-cost energy solutions. Focused on customer satisfaction, we offer innovative electricity plans tailored to the diverse needs of Texas homes and businesses. If you're passionate about making a difference in the energy industry and delivering exceptional customer experiences, join our team today. Position Specific Description 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. Job Overview 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. Key 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. Perform other job‑related duties as assigned. A Successful Candidate Will Have 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. Preferred Qualifications 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. Required Qualifications Bachelor's Degree Experience: 7+ years Leadership Experience: 2+ years Preferred Qualifications Master's Degree NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. NextEra Energy does not accept any unsolicited resumes or referrals from any third‑party recruiting firms or agencies. Please see our policy for more information. #J-18808-Ljbffr NextEra Energy Resources