Operations Specialist

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Job Summary:  

The Operations Specialist is responsible for contributing, supporting, and participating in the management of active AR and bad debt for Direct Energy Alberta.  This includes, implementing and reviewing influencing processes as well as conducting regular audits to ensure KPIs and targets are being met.  Collaboration with internal and external stakeholders is essential to ensure recoveries for our business are meeting or exceeding set targets.

Essential Duties/Responsibilities:

•    Analyze, evaluate, and implement improvements to existing collection processes to increase effectiveness, efficiency, quality and increase customer satisfaction while emphasizing cost-effectiveness.
•    Coordinate with other departments and vendors to recommend enhancements to collection processes.
•    Facilitate regular touch point meetings and develop effective relationships with delivery teams as collection vendors. 
•    Confer with credit association and other business representatives to exchange best practices pertaining to debt collection. 
•    Perform maintenance on customer accounts and review of the accounts receivable aging on a regular basis.
•    Responsible for overseeing the processes being performed by our outsourced billing, customer care, and transaction management provider in the Alberta market as they correlate to credit and debt.
•    Performance manage outsourced billing and care provider and 3rd party collection vendors to service level agreements for credit and debt processes agreement, and identifying gaps and areas of opportunities are they relate to overall bad debt expense
•    Develop and propose initiatives to improve recoveries and mitigate risk

Working Conditions:

•    Hybrid work environment 
•    Combination of open office environment and working from home.  Must have suitable home office.
•    Some overtime required as special projects arise.

Minimum Requirements: 

•    High school diploma or equivalent one year of relevant experience in a similar role.
•    Highly self-motivated, organized, and professional.
•    Strong verbal, written communication and presentation skills.
•    Strong time management, and problem-solving abilities.
•    Ability to work independently and partner effectively with others to achieve desired business results.
•    Proficient in data analytics and visualization
•    Experience in the energy industry, ideally in customer operations ‘customer service’, finance, compliance or regulatory affairs

NOTE:  If a candidate does not meet these requirements, Success Factors will automatically disqualify the candidate.

Preferred Qualifications: 

•    Bachelor’s Degree from accredited four-year college or university in Finance, Science or communication
•    2+ years in Utilities/Retail, knowledge of Alberta Natural Gas and Electricity market an asset
•    Knowledge of credit and collections best practices as well as the AUC
•    SAP reporting
•    Knowledge of Alberta urban and rural locations
•    Research skills

Additional Knowledge, Skills and Abilities:

•    Strong organizational skills and a keen attention to detail
•    Strives for continuous improvement of internal processes and makes recommendations to management as appropriate
•    Ability to think and act independently
•    Ability to manage multiple priorities
•    Thrives in a team environment and excellent communication skills

Physical Requirements:

•    Ability to work at a desk for long hours.

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers and ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

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DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to careers@nrg.com if you have any questions.