Collections Specialist

A Collections Specialist at Sunnova is responsible for managing and collecting on delinquent accounts, which involves communicating with customers, performing account research, and establishing payment arrangements. This role is essential for maintaining customer relationships while ensuring financial accountability.

To qualify for the Collections Specialist position at Sunnova, you should be fully bilingual in Spanish, have at least one year of experience in collections, and possess strong customer service skills. Experience in a call center setting and intermediate proficiency in Microsoft Office applications are also required.

Working as a Collections Specialist at Sunnova means joining our vibrant team in an open office environment. This in-office position may sometimes require extended hours based on project needs, but the supportive atmosphere ensures you never feel alone in your endeavors.

Sunnova is dedicated to the professional growth of its employees, offering opportunities for training and advancement within the company. As a Collections Specialist, you will receive the support and resources needed to develop your skills and move forward in your career.

Sunnova provides a generous employee rewards package, including comprehensive health benefits, competitive compensation, annual bonuses, paid time off, and even discounted fitness memberships. We strive to ensure our team members feel valued and taken care of.

While prior experience in the utility industry is preferred for the Collections Specialist role at Sunnova, it is not mandatory. We welcome candidates with a solid background in collections and customer service to apply and grow with our team.

Essential skills for a Collections Specialist at Sunnova include strong communication and analytical abilities, proficiency with Microsoft Excel and Office, and excellent customer service instincts. You should be able to work independently while managing accounts efficiently.

When asked how to prioritize collections tasks, focus on organizing accounts by urgency and potential payout. Discuss creating reminders for follow-ups and maintaining clear documentation for each case to ensure an effective workflow.

To answer this question, share a specific example of how you managed a particularly challenging account. Highlight the strategies you used, such as customer communication and establishing payment plans, and detail the successful outcome.

When handling difficult customers, emphasize soft skills such as active listening and empathy. Share techniques like staying calm, focusing on resolution, and providing clear options that help de-escalate tense situations.

Discuss your understanding of applicable financial regulations, such as PCI compliance, and explain how you apply these guidelines in your daily tasks as a Collections Specialist to ensure ethical and responsible practices.

Consider mentioning metrics like the recovery rate, aging of accounts, and customer interactions. Discuss how tracking these figures helps you meet goals and refine your collections strategy for better outcomes.

When answering this question, provide examples of tools or techniques you've utilized for skip tracing. Discuss how your investigative skills allowed you to locate customers and increase recovery rates.

Balance is crucial. Talk about how you prioritize communication and empathy while still being firm about collecting the outstanding balances. Highlight your ability to maintain a positive customer experience during challenging situations.

Discuss the organizational tools and techniques you use, such as digital trackers or spreadsheets. Explain how these help you effectively manage workload, monitor follow-ups, and ensure timely responses.

Answer by explaining your approach to alternative methods—like sending emails or letters—and using skip tracing techniques as part of a layer of attempts to re-establish communication with the customer.

Teamwork is essential in a collections environment. Discuss how collaboration helps you share challenges, best practices, and strategies that can lead to improved results across the department and strengthen overall company performance.