Analyst IV – Active Collections

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Job Summary

The Active Collections team is responsible for managing active customer dunning and disconnect activities, handling process exceptions, and providing business insights and recommendations to management through data and trend analysis. Our goal is to develop and implement strategies that optimize active customer dunning processes, delivering the best customer experience while balancing bad debt impact.

Within CXS, the Analyst IV role serves as a subject matter expert in analyzing and improving business processes, developing relevant reporting, managing and integrating operational processes, and enhancing the customer experience. The Analyst is expected to build professional networks and collaborate effectively across multiple functions, including Operations Analytics, Credit Services, Legal / Regulatory, and IT. This role will support ERCOT operations with a primary focus on the Mid-West Northeast (MWNE) markets.

Job Description Key Accountabilities

- Implement effective change management processes to ensure smooth process updates and transitions.

- Identify process improvements to enhance the Retail Energy effectiveness and efficiency.

- Monitor daily issues to ensure compliance with business practices, policies, and procedures.

- Collaborate with key stakeholders to define reporting needs and develop necessary tools with partners.

- Integrate and manage data from multiple systems including SAP, Salesforce, LandPower, Genesys, and external sources.

- Conduct proactive root-cause analysis of customer bad debt trends to identify meaningful insights from complex data, supporting presentations and informed decision-making.

- Support ad hoc organizational requests with timely, accurate information.

- Contribute to system enhancement efforts by identifying requirements and conducting pre-implementation testing, approvals, and post-validation testing.

- Collaborate across internal and external teams, providing data expertise and challenging assumptions to align decision-making with evolving business needs.

- Prepare and present analysis, insights, and recommendations to support process improvements and data-driven decision-making, specifically related to MWNE, IVR, and customer dunning communications.

- Monitor outbound IVR operations for Active Collections, ensuring compliance with legal and regulatory requirements.

Education, Experience & Skill Requirements

- 3-5+ years of relevant work experience with strong business, financial, and analytical acumen.

- Experience in extracting and analyzing data sets using tools such as SAS, SQL, Python, HANA, Snowflake, or similar systems is a plus.

- Advanced Microsoft Office skills, particularly in Excel and PowerPoint.

- Experience in customer-focused roles or cross-functional project coordination, with excellent interpersonal and communication skills.

- Prior experience creating visual tracking dashboards using tools like Tableau or Power BI is highly preferred.

- Strong problem-solving and root-cause analysis skills, with the ability to derive actionable insights and communicate them promptly and effectively in an organized manner.

- Excellent interpersonal and communication skills; capable of leading small teams and projects.

- Self-driven, organized, and able to work independently, escalating issues as needed.

Key Metrics

- Recurring work tasks are completed on time consistently, with issues quickly identified and resolved.

- Analyses and results are produced on time, maintaining the highest standards of integrity and quality.

- Develop clear, concise, and impactful reporting and presentations tailored for executive-level audiences.

- Lead and support knowledge transfer sessions with team members and cross-functional subject matter experts to ensure a thorough understanding of MWNE and ERCOT Active Collections processes.

- Demonstrate ownership of MWNE Active Collections processes, including accurate control submissions, ERCOT procedures, and IVR management.

- Regularly update and maintain MWNE activity tracking to ensure information is accurate, comprehensive, and accessible on a consistent schedule.

Job Family

Customer Service

Company

Vistra Retail Operations Company

Locations

Irving, Texas

Texas

We are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today! If you currently work for Vistra or its subsidiaries, please apply via the internal career site. It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws. If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at assistance@vistraenergy.com to make a request.