Summary:
As the Senior Director of Customer Care, Billing & Collections, you will provide strategic leadership and oversight for all customer care, billing and collections activities across multiple locations. You will lead and inspire a team of managers and agents, ensuring the delivery of world-class customer experiences while optimizing billing processes and minimizing losses. This role requires a proven track record in customer service, billing and collections leadership, a passion for coaching and mentoring, and a strategic mindset to drive continuous improvement across all locations.
This will be a 100% Onsite position in Houston, TX (preferred) or New Orleans, LA.
Essential Job Functions
- Develop and execute comprehensive customer care and collections strategies that align with organizational goals and drive exceptional customer satisfaction.
- Provide business ownership, thought leadership, and execution for technology advancements in the servicing function, such as the upgrade/replacement of our billing platform
- Partner with IT to digitize customer experiences and automate processes within a strategic CX framework
- Oversee the implementation and optimization of processes, procedures, and technology solutions across multiple locations and channels.
- Analyze business trends, customer feedback, and payment data to identify opportunities for improvement and implement data-driven solutions.
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer care and collections efforts across all locations.
- Lead, motivate, and mentor a team of managers and agents, fostering a positive, high-performing, and customer-centric culture.
- Provide guidance and support to managers in the development of team members, ensuring consistent training, coaching, and performance management across all locations.
- Recruit, onboard, and develop top talent, creating a pipeline of future leaders within the customer care and collections teams.
- Champion a customer-centric approach throughout the organization, ensuring that all interactions with customers are professional, empathetic, and solution-oriented.
- Monitor customer feedback, complaints, and escalations, ensuring timely and effective resolution across all locations.
- Collaborate with cross-functional teams to implement initiatives that enhance the overall customer experience and drive loyalty.
- Develop and implement innovative collections strategies that maximize recovery rates while adhering to all applicable laws and regulations.
- Oversee the management of delinquent accounts, ensuring timely and effective communication with customers and adherence to company policies.
- Monitor collections performance across all locations, identifying trends and implementing corrective actions as needed.
- Ensure compliance with all federal and state laws, contractual requirements, and company policies related to customer care and collections.
- Prepare comprehensive reports on customer care and collections performance, including KPIs and other relevant metrics, for senior management.
- Collaborate with legal and compliance teams to mitigate risks and maintain ethical and legal collection practices across all locations.
Competencies
- Strategic Leadership: Proven ability to develop and execute comprehensive strategies across multiple locations, driving results and achieving organizational goals.
- Customer Focus: Passion for delivering exceptional customer experiences and building strong relationships with customers.
- Communication: Excellent written and verbal communication skills, capable of building rapport with customers, colleagues, and stakeholders at all levels.
- Problem-Solving: Highly organized, analytical, and data-driven mindset with the ability to identify and resolve complex issues across multiple locations.
- Team Building: Proven ability to lead, motivate, and develop high-performing teams, fostering a positive and collaborative work environment.
- Financial Acumen: Strong understanding of financial principles and metrics related to customer care and collections, with the ability to analyze data and make informed decisions.
Education/Experience
- Bachelor's degree in business administration, finance, or a related field.
- 7+ years of progressive experience in customer care and collections, with 5+ years in a senior leadership role managing multiple locations.
- Experience with digital customer experience transformation, taking manual and labor-intensive processes and transforming to an easy, frictionless digital experience for customers.
- Proven track record of success in improving customer satisfaction, reducing customer churn, and optimizing collections processes.
- Experience in the renewable energy industry, specifically in the solar sector, with an understanding of solar products, services, and customer needs.
- Experience with customer relationship management (CRM) software and other relevant technologies used in the renewable energy industry.
- Experience managing multiple locations or teams in a geographically dispersed environment.
Physical Demands
- The physical requirements outlined are essential for performing the core duties of this role.
- Regular responsibilities include speaking, listening, standing, walking, using hands for handling or feeling, and reaching with arms.
- Occasionally, the employee may need to sit, climb, balance, stoop, kneel, crouch, or crawl. Lifting and moving objects up to 10 pounds frequently and up to 25 pounds occasionally is required. Vision requirements include close, distance, color vision, peripheral vision, depth perception, and focus adjustment.
EEO Statement
PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.
