Collection Agent, Finance

Welcome to the intersection of energy and home services. At Direct Energy, an NRG company, we’re all about propelling the next generation of leaders forward. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society. More information is available at Connect with NRG and Direct Energy on Facebook, LinkedIn, and follow us on Twitter. The Active Collections Specialist is responsible for supporting collections quality assurance, vendor oversight, performance analytics, compliance monitoring, and process improvement activities across active collections operations. This role plays a key part in evaluating collection activity, identifying operational risks and performance gaps, producing actionable reporting, and supporting continuous improvement across internal teams and external vendor partners. The Specialist supports consistent and effective collections execution by maintaining reporting, monitoring adherence to policies and regulatory requirements, supporting documentation and testing activities, and contributing to special projects, UAT, and business priorities that strengthen operational performance and control effectiveness. Quality Assurance & Complilance Montioring Audit collection activities to evaluate adherence to approved strategies, procedures, policies, and regulatory requirements Monitor quality scores, customer treatment standards, contact practices, and compliance performance across active collections activities Identify quality trends, control gaps, and operational risks that may impact compliance, customer experience, or collection effectiveness Document findings, support remediation tracking, and recommend corrective actions to improve quality and consistency Escalate compliance, customer experience, or operational concerns to the appropriate internal partners Coordinate vendor onboarding and offboarding activities, including readiness checklists, training, system access, security requirements, documentation, and internal approvals. Vendor Oversight & Performance Evaluation Evaluate external vendor performance against service expectations, collection strategies, and operational requirements Monitor vendor performance results, issue trends, quality outcomes, and adherence to approved workflows Partner with vendor management and internal stakeholders to support performance reviews, issue resolution, and follow-up activities Contribute insights to support vendor governance routines, performance discussions, and operational improvement plans Performance Analytics & Reporting Analyze key performance indicators including recovery performance, contact rates, promise-to-pay outcomes, roll rates, quality scores, and productivity trends Maintain recurring reports, scorecards, dashboards, and performance summaries to support operational decision-making Identify trends, variances, root causes, and performance gaps impacting active collections results Develop actionable insights and recommendations to improve collection performance, customer engagement, and operational controls Support leadership, vendor, and business review discussions with clear reporting, analysis, and performance commentary Maintain process documentation, job aids, reporting procedures, and evidence required to support operational controls and audit readiness Assist with user acceptance testing, system enhancements, reporting changes, and implementation validation related to collections activities Contribute to special projects, business priorities, and operational initiatives that support active collections performance Continuous Improvement & Risk Identification Identify opportunities to improve collection effectiveness, reporting quality, vendor execution, customer outcomes, and operational efficiency Recommend corrective actions and process improvements based on quality reviews, KPI analysis, risk trends, and business feedback Support continuous improvement activities that strengthen controls, reduce manual effort, and improve consistency across collections operations High school diploma or equivalent ~2-5 years experience in collections operations, quality assurance, performance analytics, vendor oversight, compliance monitoring, or related business operations ~ Ability to evaluate collection activities, identify trends, document findings, and recommend corrective actions ~ Experience working with collections or contact center vendors Experience in a regulated environment, such as utility, energy, financial services, telecommunications, or similar industries Experience with SAP CC