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Job Summary
The Residential Collections Manager position will be accountable for managing customer payment arrangements (i.e, deferred payment plans, payment extensions) to assure compliance with policies across TXU, Ambit, and TriEagle brands including switch holds and dunning treatments. This position also has oversight and is responsible for the development of Customer Issues Agents and Supervisor who are responsible for reviewing customers on DPPs to assure switch holds and dunning treatments are handled per policy and regulatory requirements.
Job Description
Key Accountabilities
Provide leadership to employees who are accountable for reviewing payment arrangement compliance and a variety of Collection issues/inquiries in a manner which enhances customers’ experience
Identify and implement opportunities to improve the current process for managing switch holds and dunning treatments for customers on deferred payment arrangements
Provide input to management on recommended approach for payment arrangement to balance bad debt risk and customer experience.
Support monthly review and certification for CMT controls related to Active Collections; collaborate with Control & Compliance team to update and maintain control standards and evidence standards.
Serve as Active Collections liaison between Issues Management, Call Centers, Marketing, PMO and IT for Active Collection initiatives related to payment arrangements.
Manage these relationships through monitoring quality of work, tracking and reporting on metrics, and building relationships with vendors and internal partners
Oversee the response and resolution of highly sensitive requests and inquiries from Office of the President and PUC complaint team
Education, Experience, & Skill Requirements
Minimum one year prior supervisory/leadership experience required
Excellent communication skills with all levels of management
Strong analytical, creative or sales work background
Demonstrated track record of increased work responsibility
Experience gained through college degree programs and/or certifications is applicable to above skills
4+ years previous professional work experience
Key Metrics
% Switch Holds released on time
% of Switch Hold release letters sent on time
Call Center compliance with DPP policy
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Job Family
General Services
Company
TXU Retail Services Company
Locations
Irving, TexasTexas
We are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today!
If you currently work for Vistra or its subsidiaries, please apply via the internal career site.
It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws.
