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Supv, Customer Experience - Credit & Collections

Virginia Beach, VA


This leader will supervise the day-to-day operations of the Credit & Collections team responsible for managing processes that align with regulatory compliance and organizational direction/infrastructure on behalf of our AGL, CGC and VNG markets, as applicable. In this role, the successful candidate will lead efforts to help support strategies and solutions to support development of policies, procedures, and actions required for operational improvements and decision making in response to credit, collections and related activities for compliance and effectiveness. This leader also will be responsible for ensuring income-eligible customers can access and fully benefit from available federal, state, local, and company-sponsored bill payment assistance program grants. Through demonstrated leadership, this leader will drive results that help prevent debt for our customers, exceed bill payment assistance objectives and goals to benefit customers in need of support, and increase company’s ability to connect customers to available offerings/benefits to increase their engagement with bill payments or actions to seek financial assistance for their bill.


  • Supervising the day-to-day of the Credit and Collections department operations and team of employees who work to ensure customers pay on time, resolve any issues with past due payments, and maintain good relationships with vendors.

  • Monitoring trends in customer accounts to identify potential risk factors such as missed payments, disconnections, or bankruptcies.

  • Monitoring collection activities to ensure proper and effective procedures and effective standards to ensure health of accounts receivable.

  • Monitoring the status of delinquent accounts and developing communication strategies to encourage payment or offer other solutions such as deferred payment arrangements and bill assistance programs.

  • Communicating with customers to help them understand their options for resolving their past-due amounts.

  • Working with attorneys to collect on judgments awarded by courts.

  • Reviewing and analyzing accounts to determine potential number of shutoffs for nonpayment for the upcoming credit season.

  • Partnering with Forecasting, Resource Management and Field Operations to create shutoff for nonpayment forecasts.

  • Overseeing processes for collecting, tracking, and maintaining energy assistance dollars as well as reconciling energy assistance payments for accuracy and auditing.

  • Ensuring compliance with all federal, state, and local regulations, as well as company policies related to energy assistance programs.

  • Ensuring all financial transactions are documented correctly and that records of program activities are accurate, organized and accessible for review.

JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills )

  • 5+ years of credit & collections/billing/energy assistance/operational/industry experience performing duties noted above with progressive responsibility

  • Strong verbal and written communication skills

  • Strong interpersonal skills Strong analytical skills

  • Strong critical thinking and decision-making skills

  • Strong aptitude for working with numbers, ability to quickly understand, interpret, and reconcile financial data

  • Ability to work with diverse internal and external teams and understand the needs of low-income customers

  • Expertise in CC&B

  • 5 years or more combined experience with utilities or other related experience

  • 3 to 5 years customer experience


  • Bachelor’s degree in related fields preferred or equivalent academic, education and work experience

  • Demonstrated experience building relationships, collaborating, influencing, and creating leadership buy-in

  • Demonstrated experience working with federal, state and local organizations who assist income-eligible customers

  • Demonstrated experience with customer-focused regulatory and/or technology projects

  • Demonstrated experience with process improvement, specifically leading projects from initiation to completion

  • Strong technical acumen, with ability to solve complex problems

Working Conditions/Physical Requirements:

Some business travel (5 – 20% travel): The incumbent will be required to travel to the various company sites and meetings. Trips may require air travel and/or overnight stay from home for one or more nights.


This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

About Southern Company Gas

Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit .

Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 6481

Job Category: Customer Service

Job Schedule: Full time

Company: AGL Services Company


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