Collections Specialist

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 are driven by our passion to create a smarter, cleaner and more connected future. 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.

We offer a dynamic work environment and a unified and inclusive culture. 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.

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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.

• 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.

• Support vendor invoice validation by confirming charges align with approved rates, services, staffing, and contractual terms, and coordinate resolution of discrepancies.

• 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
• Support vendor accountability by identifying gaps, documenting findings, and recommending corrective actions
• 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

• 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,…