Eversource will not offer immigration-related sponsorship for this position (e.g., H-1B, O-1, J-1, TN, E-3, etc.).  Applicants requiring visa sponsorship to start employment with Eversource will not be considered.

Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.

This position is responsible for managing, developing, standardizing, coordinating and issuing Eversource’s credit and collections policies, procedures and standards primarily in Massachusetts for both gas and electric customers (residential and commercial). Key objectives of the role are to maximize collections while maintaining compliance with all laws, regulations and Authority orders. The role will be the Eversource lead for key internal and external stakeholder relationships will be responsible for testifying on behalf of the Company in related sessions.

Essential Functions: 

• Manage collection strategies and activities related to accounts receivable across all operating companies to optimize cash flow, minimize bad debt expense, and maintain appropriate aging, write-off, and recovery performance.
•  Lead the development, implementation, standardization, and administration of credit and collections policies, procedures, programs, and performance standards for electric and gas customers, with primary responsibility for Massachusetts operations.
• Monitor, evaluate, and recommend changes to existing and proposed regulations, legislation, and rate case proposals that may impact credit, collections, customer arrearage management, and revenue recovery activities. Ensure ongoing compliance with all applicable regulatory and legal requirements.
• Identify, evaluate, implement industry-leading practices, benchmarking opportunities, and emerging trends to enhance collection performance, customer experience, operational efficiency, and continuous improvement initiatives.
• Serve as the subject matter expert for credit and collections in regulatory proceedings, including the development of testimony, responses to discovery requests, stakeholder engagement, and representation before regulatory agencies.
• Provide strategic leadership and oversight for credit and collections teams, including workforce planning, hiring, performance management, employee development, and administration of collective bargaining agreements. Foster a culture of accountability, engagement, safety, and continuous improvement.
• Collaborate cross-functionally to drive alignment, operational excellence, and customer-focused outcomes by partnering with:
  • Customer Operations leaders, including Credit & Collections, Field Collections, Contact Centers, Digital Customer Experience, and Customer Assistance Programs.
  • Regulatory Affairs, Legal, Government Affairs, and other internal stakeholders to ensure strategic alignment and awareness of regulatory, legislative, and business initiatives.
  • Strategic Communications and Customer Experience teams to ensure customer outreach and collection communications are accurate, effective, compliant, and supportive of customer needs.

• Oversee bankruptcy policies, procedures, and compliance activities. Represent the company in bankruptcy proceedings, creditor committee meetings, and related legal matters, or designate qualified management representatives as appropriate.
• Coordinate with internal and external business partners, vendors, regulatory agencies, and support organizations to ensure effective execution of credit and collection activities and achievement of receivable management, collection effectiveness, and write-off performance objectives.
• Develop and monitor key performance indicators (KPIs), operational metrics, and management reporting to evaluate performance, identify opportunities, and support strategic decision-making.
• Manage departmental budgets, vendor relationships, contracts, and technology initiatives that support credit risk management, collections operations, and customer assistance programs.

Qualifications:

Technical Knowledge/Skill:

• Experience in SAP is a plus.
• Demonstrated knowledge of utility credit and collection regulations and practices, regulations, statutes and practices including utility accounting practices and systems; and reporting systems.
• Demonstrated ability to work effectively under the pressure of severe time constraints.
• Ability to use PC desktop applications (i.e., Word, Excel, PowerPoint, etc.). 
• Requires strong communication and interpersonal skills.

Education:

• Bachelor’s degree in business administration majoring in accounting, finance, economics, equivalent discipline or equivalent experience.
• Advanced degree preferable.

Experience:     

• Ten (10) plus years of experience in credit and collection and/or customer service including three to five years of supervisory experience.

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Competencies:

Build trusting relationships

Manage and develop people

Foster teamwork and cross-functional collaboration

Lead change

Communicate strategic vision

Create an engaged workforce

Focus on the customer

Take ownership & accountability

Compensation and Benefits:

Eversource offers a competitive total rewards program.Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:

Worker Type:

Number of Openings:

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment.  This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.