Collections Specialist

As a Collections Specialist at Sunnova, your primary responsibilities will include monitoring assigned past due accounts, contacting customers to understand their situation, providing research on customer accounts, and establishing payment arrangements. You will also handle incoming calls to resolve customer inquiries and maintain accurate account information to support customer service efforts. The role requires a balance of customer interaction and analytical tasks to effectively manage delinquencies.

To become a Collections Specialist at Sunnova, a minimum of one year of experience in collecting delinquent accounts is required, alongside three to five years in customer service or a call center environment. In addition, being fully bilingual in Spanish is essential for effective communication with our diverse customer base. Candidates should also possess intermediate skills in Microsoft Excel and Office, further enhancing their ability to perform tasks effectively.

At Sunnova, the work environment for a Collections Specialist is open and collaborative. You'll be working in an office setting surrounded by a team that values diverse perspectives and innovative ideas. This open office environment encourages communication and teamwork, making it a fun place to build relationships while working towards achieving company goals in the energy sector.

Yes, Sunnova is dedicated to the professional development of its employees. New Collections Specialists will receive comprehensive training to equip them with the tools and knowledge needed to handle customer interactions effectively, understand company policies, and navigate the collections process efficiently while always prioritizing customer service.

Sunnova encourages career growth and progression for its employees, including those in the Collections Specialist role. Based on performance and skills, you may find opportunities to advance into senior roles within collections, customer service leadership, or other departments within the company. Continuous improvement and training are key components of Sunnova's culture.

Sunnova provides a generous employee rewards package for its Collections Specialists, which includes competitive compensation, a comprehensive benefits program, paid time off including holidays, paid parental leave, and various wellness initiatives. Additional offerings like discounted fitness memberships and paid parking make working at Sunnova not only fulfilling but also enjoyable.

While prior experience in the utility industry is preferred for a Collections Specialist role at Sunnova, it is not mandatory. Candidates with a strong customer service background and relevant collections experience are still encouraged to apply. Familiarity with B2C retail environments is also valuable, allowing for diverse perspectives in managing customer accounts.

In your answer, highlight your organizational skills and demonstrate how you assess the urgency of each account. Discuss your typical process for managing incoming requests while keeping track of overdue accounts.

Explain your customer service approach, emphasizing active listening and empathy. Provide examples of how you’ve turned challenging conversations into constructive solutions for both parties.

Share a specific example that showcases your problem-solving skills and determination. Detail the steps you took in investigating the account and how you worked with the customer to resolve the overdue balance.

Some strengths to mention could be your communication skills, analytical abilities, and customer service orientation. Provide examples of how these strengths have positively impacted your past work experiences.

Discuss your understanding of compliance procedures within collections, and share your strategies for staying updated on company policies and regulations, such as regular training sessions and documentation.

Outline your approach to resolving disputes professionally. Discuss the importance of active listening, fact-checking their claims, and communicating transparently to find a positive resolution.

Explain how crucial teamwork is in collections, especially when escalating issues and collaborating with other departments. Share examples of how you’ve effectively worked with colleagues to manage customer accounts.

Express your proficiency with relevant technology, including Microsoft Office applications and any collections software you’ve used. Reference your experience in data management to highlight your competence.

Discuss your customer service philosophy and how you incorporate soft skills into your interactions with customers. Emphasize the importance of maintaining a friendly demeanor while being persistent in collections.

Share your motivation for joining Sunnova, focusing on your passion for clean energy and sustainability, along with how your skills align with the company’s mission and values. Make a connection between your career goals and the opportunities Sunnova offers.