Collections Program Manager

What is a Collections Program Manager?

A Collections Program Manager in the Customer Account Services Group is responsible for overseeing the recovery of outstanding customer debts by proactively contacting customers with overdue accounts to arrange payments, resolve billing discrepancies, and support the organization’s financial integrity.  This role interacts regularly with internal stakeholders and external vendors and collaborates with legal counsel to support, initiate and represent the Company during legal proceedings when necessary.  The Collections Program Manager ensures high-quality customer service throughout the resolution process.  This role serves as a key liaison across departments including the Contact Center, Consumer Outreach, Customer Billing, Legal, Regulatory, etc., ensuring coordinated and customer-focused resolution efforts. Key responsibilities include monitoring accounts receivable, identifying and engaging customers in arrears, negotiating payment plans, and maintaining detailed records of collection efforts and activities.

What does a Collections Program Manager do?

• Collaborates closely with the internal legal department and/or external legal counsel to initiate and manage legal proceedings against debtors when necessary. Represents the company and participates in depositions, mediations, court conferences, etc.

• Retrieves and prepares documentation in response to subpoenas, litigation, and legal inquiries, ensuring accuracy and compliance with legal standards

• Leads the monitoring and analysis of customer accounts in arrears, initiating communication and proactive outreach to resolve overdue balances and ensure timely payment resolution

• Manages complex negotiations with customers to establish payment plans

• Investigates and resolves customer concerns regarding billing and/or services rendered including corrections of errors when necessary

• Serves as the primary liaison for cross departmental customer service needs as required for investigation, corrections and resolutions while ensuring seamless, high quality customer service

• Develops, prepares and monitors reporting on collection activities to analyze data, and recommend improvements to ensure high quality of service to customers.

• Conducts on site visits to customer premises when necessary to resolve complex account issues and reinforce customer relationships

• Supports special projects or high priority assignments as needed, contributing to department goals and continuous improvement initiatives

• Provides support for storm restoration efforts

What does it take to be a Collections Program Manager?

Required:

• Bachelors degree in Business Administration, Communications, Pre-Law or a related field of study and professional experience in Customer Service, Collections, Business, Finance, Paralegal or related field. In lieu of a bachelors degree, an associates degree in the aforementioned fields and 3 years of experience in Customer Service, Collections, Business, Finance, Paralegal or related field. In lieu of a degree, a high school diploma or equivalent with 5 years of experience in Customer Service, Collections, Business, Finance, Paralegal or related field will be considered.

• Proficiency and experience with Microsoft Office Suite (e.g. Word, Excel, PowerPoint) and the ability to learn new computer software programs quickly

• Excellent interpersonal and communication skills (written and verbal), with both internal and external stakeholders

• Strong investigative and negotiation skills

• Strong analytical, organizational, and strategic thinking skills with a high level of attention to detail

• Must be able to work collaboratively in a team environment as well as independently with minimal supervision

• Must be customer-focused, self-motivated, and possess strong decision-making, critical thinking skills and use good judgment

• Ability to resolve concerns and issues while maintaining a professional and calm demeanor

• Must be willing to work outside of normal business hours as business needs require

• Valid driver’s license

Preferred:

• Experience and/or proficiency with SAP products

• Experience working in the regulated electric and/or gas utility industry

• Familiarity with New York State billing procedures, and collection laws and regulations

Applications will be accepted until October 08, 2025. 

This position has a career path which allows for advancement opportunities within a job series.  The title and level are commensurate with experience. Pay range: $71,900 - $149,200

Please go to https://www.cenhud.com/employment. Click the “Search Career Opportunities” button. Follow the directions to submit an application and upload your resume for the desired position.

Applications sent via e-mail and US Mail will not be accepted.  No phone calls or agencies, please.  All replies will be held in strict confidence.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, creed, color, ethnicity, arrest or conviction record, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, citizenship, genetic information, familial status, marital status, pregnancy-related condition, domestic violence victim status, veteran or military status, or any other characteristic protected by federal, state or local laws. Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance employment in individuals who are protected veterans and individuals with disabilities.

VEVRAA FEDERAL CONTRACTOR