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Added 1 hour ago
NB
Advisor, AAF Group and CDC
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- Full-time
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NB
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Temporary Solutions Integration Specialist (up to 8 months)
City of Saint John
Saint John, NB
- Temporary
Added 6 hours ago
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Technology Lifecycle Services Renewals Sales Specialist Intern – Entry Level Sales Program 2027
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- $82,875 to $117,000 CAD / year
- Full-time
…challenges. As a Technical Lifecycle Services Renewals Sales Specialist, you will create demand, build trusted client relationships, and connect customers with IBM solutions across AI,…
Added 6 hours ago
I
Technology Lifecycle Services Renewals Sales Specialist Intern – Entry Level Sales Program 2027
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Added 8 hours ago
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Added 9 hours ago
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Canada
- $55,000 to $65,000 CAD / year
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Added 14 hours ago
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Added 1 day ago
SM
RQ11742 – Systems Testing/QA Specialist – Senior
S M Software Solutions Inc
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NRG Energy

Active Collections Specialist

Calgary, AB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 19, 2026
Experience: 2–5 years experience in collections operations, quality assurance, performance analytics, vendor oversight, compliance monitoring, or related business operations
Posting language: English
Posted: Oct 20, 2026

Original job description

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 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 clear 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.

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More about this job

Responsibilities

Evaluate active collections activities and vendor performance for quality, compliance, operational risks, and results; maintain reporting and documentation, identify trends and gaps, and recommend corrective actions. Support vendor onboarding and invoice coordination, audits, user acceptance testing, process improvements, and operational initiatives.

Requirements

Requires a high school diploma or equivalent and 2–5 years of experience in collections operations, quality assurance, analytics, vendor oversight, compliance monitoring, or related business operations. Candidates should have strong analytical, reporting, documentation, and problem-solving skills and be able to manage priorities while coordinating with internal teams and external vendors.

Skills

Quality Assurance
Compliance Monitoring
Vendor Oversight
Performance Analytics
KPI Reporting
Trend Analysis
Risk Identification
Operational Controls
Collections Operations
Invoice Validation
Process Documentation
User Acceptance Testing
Root Cause Analysis
Stakeholder Coordination
Continuous Improvement
Problem-Solving

Visa sponsorship

Not detected in the job text

Keywords

Active Collections
Collections Operations
Quality Assurance
Compliance Monitoring
Vendor Oversight
Vendor Onboarding
Vendor Offboarding
Invoice Validation
Performance Analytics
KPI Reporting
Recovery Performance
Contact Rates
Promise-To-Pay
Roll Rates
Quality Scores
Dashboards
Operational Controls
Risk Identification
Root Cause Analysis
Process Improvement
User Acceptance Testing
Audit Readiness
Standard Operating Procedures
SAP CCS/FICA
TCN
Excel
Omnichannel Collections
Digital Engagement

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