Senior Manager, Collections Strategy

Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings.

We are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and our ambitions, we embrace change, and support our team members along the way.

Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.

Summary:

The successful candidate will be a key part of a dynamic, innovative team that is responsible for managing Credit and Debt Management within Enercare Home Services. Through leading edge analytics and modeling the Sr. Collections Performance Analyst will provides best in class analysis of credit risk strategies and policies, portfolio risk trends, business analytics, scorecard performance, and risk models for all Enercare Home Services portfolios. The role requires a high level of cross-team and management interaction. A successful candidate will have hands-on experience working in Risk Management and in the analytical environment, with a strong understanding of data mining and analytics and meaningful experience building strong working relationships.

Accountabilities:

Reviewing dialer list input/output, list cleaning/scrubbing and accuracy of data

Understanding dialer call data and consumer behaviours

Identifying opportunities for improvement within the dialer strategy

Working to ensure message effectiveness and campaign redesign, timing, scripting changes, list cleaning, exhaust rates.

Identify additional reporting needs as determined by business needs

Implementing approved collection strategies, policies, procedures, and internal controls maximize collected amounts for Residential and Commercial accounts.

Tracking and reporting performance levels and statistics for Accounts Receivable (daily, weekly, monthly), and monitoring impacts of any procedural changes

Assisting with projects related to clean up of outstanding receivables.

Supporting UAT test cases and Executing UAT testing when requested

Qualifications:

Minimum 5 years collections experience in a collection’s role or related work experience

Post-secondary education (University Degree, College Diploma or equivalent)

Knowledge of collections dialer efficiencies

Strong reconciliation and analytical skills. Ability to engage key stakeholders in the suggestion and recommendation for areas of improvement.

Fluency in call centre metrics and understanding.

Ability to identify opportunities through the analysis of data and performance trending.

Strong problem-solving and analytical skills

Detail oriented and strong presentations skills

Ability to work in a fast-paced environment.

Computer skills: Strong Advanced Excel, Access, Word, PowerPoint are essential.

PowerBi, SQL knowledge will be an asset.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.