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.More information is available at www.Directenergy.Com. Connect with NRG and Direct Energy on Facebook, LinkedIn, and follow us on Twitter.Job SummaryThe 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 MontioringAudit collection activities to evaluate adherence to approved strategies, procedures, policies, and regulatory requirementsMonitor quality scores, customer treatment standards, contact practices, and compliance performance across active collections activitiesIdentify quality trends, control gaps, and operational risks that may impact compliance, customer experience, or collection effectivenessDocument findings, support remediation tracking, and recommend corrective actions to improve quality and consistencyEscalate compliance, customer experience, or operational concerns to the appropriate internal partnersVendor Onboarding and OffboardingCoordinate vendor onboarding and offboarding activities, including readiness checklists, training, system access, security requirements, documentation, and internal approvals.Invoice and Expense CoordinationSupport vendor invoice validation by confirming charges align with approved rates, services, staffing, and contractual terms,



and coordinate resolution of discrepancies.Vendor Oversight & Performance EvaluationEvaluate external vendor performance against service expectations, collection strategies, and operational requirementsMonitor vendor performance results, issue trends, quality outcomes, and adherence to approved workflowsSupport vendor accountability by identifying gaps, documenting findings, and recommending corrective actionsPartner with vendor management and internal stakeholders to support performance reviews, issue resolution, and follow-up activitiesContribute insights to support vendor governance routines, performance discussions, and operational improvement plansPerformance Analytics & ReportingAnalyze key performance indicators including recovery performance, contact rates, promise-to-pay outcomes, roll rates, quality scores, and productivity trendsMaintain recurring reports, scorecards, dashboards, and performance summaries to support operational decision-makingIdentify trends, variances, root causes, and performance gaps impacting active collections resultsDevelop actionable insights and recommendations to improve collection performance, customer engagement, and operational controlsSupport leadership, vendor, and business review discussions with transparent reporting, analysis, and performance commentaryOperational Support, Documentation & TestingMaintain process documentation, job aids, reporting procedures, and evidence required to support operational controls and audit readinessAssist with user acceptance testing, system enhancements, reporting changes, and implementation validation related to collections activitiesSupport the development and maintenance of standard operating procedures, control documentation, and issue logsCoordinate with internal teams to confirm process changes are documented, tested, and communicated effectivelyContribute to special projects, business priorities, and operational initiatives that support active collections performanceContinuous Improvement & Risk IdentificationIdentify opportunities to improve collection effectiveness, reporting quality, vendor execution, customer outcomes, and operational efficiencyRecommend corrective actions and process improvements based on quality reviews, KPI analysis, risk trends, and business feedbackSupport continuous improvement activities that strengthen controls, reduce manual effort,



and improve consistency across collections operationsMinimum Requirements:High school diploma or equivalent2-5 years experience in collections operations, quality assurance, performance analytics, vendor oversight, compliance monitoring, or related business operationsStrong analytical, reporting, and problem-solving skillsAbility to evaluate collection activities, identify trends, document findings, and recommend corrective actionsStrong attention to detail and ability to maintain accurate reporting, documentation, and issue trackingAbility to manage multiple priorities and work effectively with internal stakeholders and external vendor partnersPreferred Qualifications:Experience working with collections or contact center vendorsExperience in a regulated environment, such as utility, energy, financial services, telecommunications, or similar industriesExperience with SAP CCS/FICA, TCN, Excel, dashboards, reporting tools, or similar operational platformsOmnichannel collections or digital engagement experienceKnowledge of active collections strategies, customer contact methods, promise-to-pay processes, and recovery performance measuresExperience supporting user acceptance testing, process documentation, audits, quality reviews, or special projectsKey Skills & Competencies:Quality assurance and compliance monitoringVendor oversight and performance follow-upPerformance analytics, KPI reporting, and trend analysisRisk awareness and operational control mindsetStrong attention to detail and documentation disciplineClear communication and stakeholder coordinationAbility to manage multiple priorities and meet business deadlinesContinuous improvement and problem-solving mindsetNRG 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