Description
Job Summary
Within CXS, the Analyst IV job function has responsibility to undertake Collection Agency regulatory compliance reviews, remediations and monitoring collection related customer complaints. As part of this role, the analyst has responsibility for analyzing and developing improvements to business processes for all Vistra brands and external agencies, maintaining and improving the collection vendor compliance framework with support from Legal, and delivering an improved customer experience and bad debt recovery results. Manage daily activities for collection agency performance, inquiry, performance improvement, account settlement and payment verification, account recall requests, dispute resolution and coordination.Job Description
Key Accountabilities
- Support collections inventory management middleware system operations; develop expert level knowledge and skills in utilizing the system for collections inventory management, performance reporting, and vendor operations monitoring and improvement.
- Provide analysis to identify opportunities to refine residential collections placement strategy; develop guidelines for collection tactics; and improve overall delinquent account collections and bad debt recovery.
- Develop and maintain understanding of processes and tools utilized by agencies for collection purpose, and assess their regulatory compliance to applicable laws such as FDCPA, FCRA, TCPA and relevant CFPB rules
- Keep abreast of regulatory and compliance requirements associated with the collection's functions, and build and maintain strong working relationship with internal and external legal partners
- Coordinate and conduct yearly onsite compliance audit with Collection Agencies, Collection Management, Legal and outside counsel as appropriate. Develop audit agenda and focus area, review checklist items to ensure that vendor performance, compliance and contractual commitments are fully met; conduct follow-up validation with agencies as appropriate, provide risk assessment and improvement recommendation to Company leadership
- Maintain effective tracking tools for agency policies, procedures, training material, call recordings, and other compliance review supporting materials and correspondences provided by Collection Agencies, complete and deliver agency compliance checklist summary to management team as appropriate
- Monitor agency reported customer complaints and violations of applicable laws and regulations, conduct TXU internal review, and coordinate with agencies to implement process improvement as appropriate
- Support inquiries from PUC/BBB Regulatory Response, OCEO, Credit Services and other relevant customer service teams around agency collection practices, customer complaints, and issue escalations, interface with Collection Agencies to gather call recordings, collection activity history and other evidence and supporting material for TXU internal investigation, coordinate vendor to implement process improvement as appropriate
- Support monthly review and certification for CMT controls related to Inactive Collections; collaborate with Control & Compliance team to update and maintain control standards and evidence standards.
- Perform other duties as required
Education, Experience, & Skill Requirements
- 3-5+ years of related work experience. Excellent business, financial and analytical acumen
- 1-2 years' experience with customer facing and project coordination/mgt methods required
- 2-4+ years developing and analyzing large-scale customer information system or processes
- Excellent negotiating, consensus building and conflict resolution skills
- Extensive communication and teamwork skills with both internal and external customers. Able to effectively contribute to and lead small work groups, process team and focus groups
- Advanced Skill in using computer software applications such as MS Office products
- Strong analytical skills, including root cause analysis
- Working knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business data
- High School diploma or equivalent required
Key Metrics
- High level of initiative in terms of learning the business and designing valuable processes / analyses
- Development of clear, concise, and effective executive level reporting and presentations
- Delivery of Business Stakeholder requested project
- Making sure procedures adhere to regulatory requirements
Contact
TXU Energy
1601 Bryan St
Dallas
Texas United States
www.txuenergy.com
From the same organization
7 Jul, 2024
