NRG Careers

Collections Rep II

Date Posted: Sep 16, 2020

Location: Houston, TX, US

Company: NRG

Job Description

NRG is the leading integrated power company in the U.S., built on the strength of our diverse competitive electric generation portfolio and leading retail electricity platform. A Fortune 500 company, NRG creates value through best-in-class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers large and small, we implement sustainable solutions for producing and managing energy, developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost three million residential and commercial customers throughout the country.

More information is available at Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.

This position is governed by a local union contract.


Job Summary: 


This position is part of NRG’s Retail Services Group and is responsible for performing collection activity on retail multi-family, commercial, and industrial electric service accounts. These are typically larger, high profile customers.  Reviews and analyzes accounts for payment and prioritizes for contact. Researches issues related to customer disputes and payment posting issues.


Essential Duties/Responsibilities:


  • Maintain thorough knowledge required to perform technical and procedural aspects of position.
  • Perform all aspects of work with high degree of effectiveness, efficiency, and accuracy with minimal supervision
  • Review customer contracts to ensure collection activities are meeting contractual guidelines
  • Monitor aging reports for delinquent accounts.
  • Contact multi-family, commercial, and industrial customers by telephone, email, or US Mail to facilitate payment of delinquent accounts
  • Analyze and resolve customer account disputes.
  • Carry out the established program for the follow up and collection of accounts receivable.
  • Communicate requests with management for special situations that are outside of standard policies and procedures.
  • Conduct skip tracing when contact information is not available
  • Negotiate payment plans
  • Analyze accounts to determine if service disconnection is warranted based on Texas PUC rules.
  • Analyze accounts to determine if balance transfer is warranted
  • Document customer accounts within company systems describing customer interaction and collection efforts
  • Process credit card and bank draft payments



Working Conditions:


  • Fast paced office environment with high volume workload.
  • Frequent use of computers, i.e. typing on keyboards, viewing monitors, etc.
  • Occasional Travel
  • Overtime as required.


Minimum Requirements:


  • High School diploma or equivalent
  • 5 years Customer Contact Experience
  • 2 years C&I Collections experience combined with demonstrated ability to manage Sales Team Leadership expectations along with SAP/CCS/Siebel proficiency or 2 years Builder/Multi-Family Collections experience combined with demonstrated ability to manage Sales Team Leadership expectations can substitute for 5 years customer contact experience.



Preferred Qualifications:


  • Bachelor’s degree in business or related area from accredited four-year university.
  • Working knowledge of Texas deregulated electricity market preferred
  • Working knowledge of SAP for Utilities preferred.
  • Previous customer contact experience with commercial, industrial, and/or multifamily customers preferred.



Additional Knowledge, Skills and Abilities:


  • Ability to read and understand contractual documents and apply contractual requirements to customer accounts
  • Ability to understand and reconcile customer accounts with multiple service locations billing on one invoice with minimal supervision
  • Ability to coordinate issue resolution with groups outside of own department effectively with minimum supervisor oversight.
  • Ability to work effectively both independently and with teams.
  • Excellent problem solving skills and ability to use good judgment to make recommendations and decisions with minimal supervisor oversight.
  • Resilient and able to accomplish goals and overcome problems and barriers within company policy guidelines with minimal supervisor oversight.
  • Attention to detail is critical.
  • Ability to work independently through the use of initiative and self-motivation.
  • Ability to adapt to rapidly changing priorities.
  • Ability to meet deadlines.
  • Excellent personal computer skills within a windows environment, including spreadsheets, databases and word processing.
  • Ability to write with proper form and grammar and prepare company correspondence
  • Effectively communicates to a wide range of audiences in both written and oral form
  • Ability to use fundamental math daily (add, subtract, multiply, divide, calculate percentages)


Physical Requirements:


  • Normal office environment






NRG Energy is committed to a drug and alcohol free workplace.  To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing.  EOE AA M/F/Protected Veteran Status/Disability
EEO is the Law Poster (The poster can be found at

Official description on file with Human Resources

Nearest Major Market: Houston