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**Job Summary**
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.
**Essential Duties:**
**Quality Assurance & Complilance Montioring**
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
**Vendor Onboarding and Offboarding**
Coordinate vendor onboarding and offboarding activities, including readiness checklists, training, system access, security requirements, documentation, and internal approvals.
**Invoice and Expense Coordination**
Support vendor invoice validation by confirming charges align with approved rates, services, staffing, and contractual terms,



and coordinate resolution of discrepancies.
**Vendor Oversight & Performance Evaluation**
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
**Performance Analytics & Reporting**
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, and performance gaps impacting active collections results
Develop actionable insights and recommendations to improve collection performance, customer engagement, and operational controls
Support leadership, vendor, and business review discussions with transparent reporting, analysis, and performance commentary
**Operational Support, Documentation & Testing**
Maintain process documentation, job aids, reporting procedures, and evidence required to support operational controls and audit readiness
Assist with user acceptance testing, system enhancements, reporting changes, and implementation validation related to collections activities
Support the development and maintenance of standard operating procedures, control documentation, and issue logs
Coordinate with internal teams to confirm process changes are documented, tested, and communicated effectively
Contribute to special projects, business priorities, and operational initiatives that support active collections performance
**Continuous Improvement & Risk Identification**
Identify opportunities to improve collection effectiveness, reporting quality, vendor execution, customer outcomes, and operational efficiency
Recommend corrective actions and process improvements based on quality reviews, KPI analysis, risk trends, and business feedback
Support continuous improvement activities that strengthen controls, reduce manual effort,



and improve consistency across collections operations
**Minimum Requirements:**
High school diploma or equivalent
2–5 years experience in collections operations, quality assurance, performance analytics, vendor oversight, compliance monitoring, or related business operations
Strong analytical, reporting, and problem-solving skills
Ability to evaluate collection activities, identify trends, document findings, and recommend corrective actions
Strong attention to detail and ability to maintain accurate reporting, documentation, and issue tracking
Ability to manage multiple priorities and work effectively with internal stakeholders and external vendor partners
**Preferred Qualifications:**
Experience working with collections or contact center vendors
Experience in a regulated environment, such as utility, energy, financial services, telecommunications, or similar industries
Experience with SAP CCS/FICA, TCN, Excel, dashboards, reporting tools, or similar operational platforms
Omnichannel collections or digital engagement experience
Knowledge of active collections strategies, customer contact methods, promise-to-pay processes, and recovery performance measures
Experience supporting user acceptance testing, process documentation, audits, quality reviews, or special projects
**Key Skills & Competencies:**
Quality assurance and compliance monitoring
Vendor oversight and performance follow-up
Performance analytics, KPI reporting, and trend analysis
Risk awareness and operational control mindset
Strong attention to detail and documentation discipline
Clear communication and stakeholder coordination
Ability to manage multiple priorities and meet business deadlines
Continuous improvement and problem-solving mindset
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.

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.
EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)
Official description on file with Talent.

We support the use of AI tools to help you prepare for your interview (e.g., practicing responses, researching the role, or refining your resume).

However, during interviews and assessments, we expect responses to reflect your own thinking, experience, and communication.

Use of AI to generate or read answers in real time, complete assessments, or misrepresent your qualifications is not permitted and may impact your candidacy.

📌 Active Collections Specialist (Calgary)
🏢 NRG Energy
📍 Calgary