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NRG Energy, Inc. Collections Representative in Calgary, Alberta

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Job Summary:

This position is part of NRG’s operations group and is responsible for performing collection activity on delinquent accounts for residential and commercial electric and natural gas accounts in the Alberta utility sector. The duties would include receiving and posting payments to customers past-due accounts, maintaining customer information, resolving customer enquiries review and analyze accounts for payment and prioritizes for contact and research issues related to customer disputes and payment posting issues. Our team focuses on delivering exceptional customer service to both external and internal stakeholders.

Essential Duties/Responsibilities:

  • Monitor aging reports for delinquent accounts

  • Contact customers by telephone, email, or 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

  • 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

  • Perform other duties as assigned

Working Conditions:

  • Remote fast paced office environment with high volume workload

  • Frequent use of computers, i.e. typing on keyboards, viewing monitors, etc.

  • Occasional Travel

Minimum Requirements:

  • High School diploma or equivalent

  • 2 years business experience. 6 months Collections experience combined with SAP experience can substitute for 2 years of business experience

Preferred Qualifications:

  • Bachelor’s degree in business or related area from accredited four-year university

  • Knowledge of the Alberta Utility market

  • Working knowledge of SAP CCS system

Additional Knowledge, Skills and Abilities:

  • Ability to work effectively both independently and with teams

  • Excellent problem-solving skills and ability to use good judgment to make recommendations and decisions

  • Attention to detail is critical

  • Ability to work independently using 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

  • Outstanding initiative and project management skills

  • Excellent written and oral business communication skills

  • Proficient with standard office workstation technology, including Microsoft Office suite of software tools

Physical Requirements:

Demand: lifting as appropriate to perform duties and responsibilities

Frequency: Occasional

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