Manager Collections - Mass Market Residential

Manager Collections - Mass Market Residential

Date: Jul 2, 2026

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

Company: Next Era Energy

Requisition : 95746

At Gexa Energy, a Next Era 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.

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.

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.

• 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.

• 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.
• Master’s Degree.

• Investigates and resolves issues related to revenue protection through analysis, coordination, troubleshooting and reporting.
• Develops, refines, and operationalizes risk management policies and procedures related to revenue protection.
• Creates and continually enhances risk reporting in order to both monitor performance and proactively detect inefficiencies and irregularities in key business areas.
• Tests and validates risk-related data to ensure the accuracy and integrity of risk metrics and key performance indicators.
• Engages with external parties to respond to inquiries, gain market knowledge and provide resolutions.
• Performs other job‑related duties as assigned.

• Bachelor's Degree
• Experience:
  
  7+ years
• Leadership
  
  Experience:
  
  2+ years

Next Era Energy offers a wide range of benefits to support our employees and their eligible family members.  to learn more.

Employee Group: Exempt
Employee Type: Full Time
Job Category: Customer Service
Organization: Gexa Energy, LP
Relocation Provided: Yes, if applicable

Next Era Energy is an Equal…