Senior Payment Solutions Expert

Sunrun is seeking a passionate, talented, and highly driven Sr. Payment Solutions Expert. Reporting directly to the Collections Sr Manager, this critical role supports the daily operations of the Collections Department by providing robust accounts receivable management and proactive resolution for existing customers.

As a trusted partner to our customers, this Payment Solutions Expert resolves high-risk, complex, and executive-level disputes. By collaborating cross-functionally with Customer Care, Field Service, Compliance, Legal, and Executives, the role manages sensitive cases end-to-end to restore customer trust while identifying root causes to prevent future issues., Case Management

• Manage and review an assigned case queue daily, identifying high-priority, delinquent accounts that require immediate follow-up, driving each case through the entire lifecycle from initial contact to final resolution.
• Contact delinquent customers through telephone, email, and formal letters in strict compliance with established collections policies.
• Engage Sunrun customers with the highest standard of empathy and professionalism, working cooperatively with them to identify root causes of financial or contractual delinquency and establish sustainable solutions.
• Manage complex customer recovery matters, including breach/default accounts, attorney-represented customers, and other specialized recovery scenarios in accordance with policy and applicable legal requirements.
• Coordinate with Legal, Compliance, Third-Party Collections, outside counsel, and other internal stakeholders to ensure specialized accounts are managed appropriately and escalated when necessary.
• Thoroughly and accurately document all customer touchpoints, collection efforts, and formal resolutions inside internal databases for each assigned account
• Monitor account status transitions to ensure that assigned delinquent customer accounts progress smoothly through varying collections phases, actively removing bottlenecks to ensure swift, successful case closure.
• Maintain a current understanding of all aspects of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, billing, system and battery performance.
• Maintain a current understanding of all resolution tools consistent with Sunrun guidelines.
• Ensure all assigned pipeline cases are prioritized, updated, and tracked to full resolution or appropriate escalation in a timely, precise fashion.
• Apply the Customer Solutions Process Guide to resolve the root cause of nonpayment, coordinating with cross functional partners to address customer concerns, implement appropriate resolution options, and remove barriers to payment whenever possible.

Performance Metrics

• Consistently meet and maintain individual KPI targets through proactive tracking of personal performance and pipeline metrics

Cross-Functional Collaboration

• Partner with internal teams to remove obstacles and accelerate resolution.
• Ensure timely handoffs and clear communication across departments to prevent delays and reduce customer friction.

This role requires a hands-on individual who thrives in a fast-paced environment, can quickly diagnose complex issues, and is passionate about collaborating with peers to deliver consistent, high-quality resolutions for our customers.

• High school diploma or equivalent education; Bachelor’s degree preferred.
• 5+ years of relevant work experience, preferably with customer success, collections, project management, planning, and/or in-house legal department or coordination experience.
• Excellent written and oral communication skills, and an ability to effectively explain complex issues to various audiences via email, conference call, one-on-one, and group settings.
• History of working as a team to accomplish goals and fostering a collaborative and supportive environment; Your co-workers know that they can rely on you to pitch in regardless of the subject matter or time constraints.
• Ability to work independently on multiple cases with minimal supervision in a fast-paced environment, and able to manage and prioritize multiple deadlines.
• Must be comfortable interacting with all levels of management, building relationships across teams and with key stakeholders to facilitate the resolution of cases, many of whom will be distributed across the country.
• Strong proficiency with Google Suite, Excel, and PowerPoint, Salesforce knowledge preferred.
• Excellent organizational and time management skills.
• Meticulous attention to detail, passionate about diving into the “fine print,” and interested in learning and acquiring new skills.
• You work best when given complete responsibility and ownership over issues, even if they’re new to you.
• You dig in - there is nothing you’re not willing to learn and master - and you sweat the details.

PHYSICAL DEMANDS

• Ability to perform normal office duties
• Ability to operate office equipment including computers and determine accuracy of work
• Ability to interact and participate in meetings

Please note that the compensation information is made in good faith for this position only. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation. Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity: $66,798.09 to $89,064.12

Compensation decisions will not be based on a candidate’s salary history. You can learn more here.