Manager Collections - Mass Market Residential

Manager Collections - Mass Market Residential

Date: Jul 2, 2026

Location(s): Houston, TX, US, 77002

Company: NextEra Energy

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 Summary

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.
• 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.

Job Duties & Responsibilities

This position is responsible for leading the detection, deterrence, and recovery of lost revenues. This role oversees an operational and analytical team and leverages automation, algorithms, analytics and modeling, and operational efficiency to monitor performance and trends, identify conditions previously undetected, and improve overall efficiencies. The role will also coordinate across teams in the business unit to investigate and bring resolution to issues relating to revenue protection.

Required Qualifications

Bachelor's Degree

Experience: 7+ years

Leadership Experience: 2+ years

NextEra Energy offers a wide range of benefits to support our employees and their eligible family members. Click here to learn more.

Employee Group: Exempt

Employee Type: Full Time

Job Category: Customer Service

Organization: Gexa Energy, LP

Relocation Provided: Yes, if applicable

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. Supporting medical or religious documentation will be required where applicable and permitted by applicable law.

To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach you.