Director of Credit and Collections

5 days ago


New Berlin, Wisconsin, United States Eversource Energy Full time

About the Role:

The Director of Credit and Collections will play a critical role in driving business growth and revenue recovery for Eversource Energy. This senior leadership position will be responsible for developing and executing strategies to manage aged receivables, drive down uncollectible expense, and ensure customers with past due balances take advantage of the best programs and protections available to them.

Key Responsibilities:

  • 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, ensuring adherence to contractual partnership terms, meeting quality assurance requirements, customer experience expectations, service level targets, and other business needs.
  • Proactively work with external state policy stakeholders and key partners to recommend changes to regulations that have potential impact on the collections function as appropriate.
  • 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, 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.

Requirements:

  • 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).
  • Undergraduate degree required. Accounting, finance, economics, or the equivalent major preferred.
  • Advanced degree preferred.
  • 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 utility/energy industry highly preferred.
  • Experience with meter-to-cash billing operations experience 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.


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