Compliance Specialist; Bilingual - Engilish & Spanish

Job Title

Compliance Specialist Role
- Bilingual (Spanish)

Houston, Texas (Hybrid-Remote)

Senior Director Compliance, Compliance

Just Energy is a retail energy provider specializing in electricity and natural gas commodities and bringing energy efficient solutions and renewable energy options to customers. Currently operating in the United States and Canada, Just Energy serves residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy and Tara Energy.

Just Energy is a member of the IGS Energy group of companies. Visit our website to learn more:

• Responsible for investigation and resolution of sales and contract related complaints including determining and communicating compliance opportunities using a variety of systems and resources and initiate protocols as necessary.
• Identify non-compliance (i.e. trends and areas of risk) and recommend objective solutions and action plans to correct and mitigate risk.
• Investigate, resolve and handle external (i.e. PUC) and internal source consumer complaints.
• Manage and enforce Sales compliance through vendor relations, trending analysis, remedial action, field shadowing, office audits, retail in field audits, coaching, recommendations, risk and gap analysis.
• Conduct root cause analysis on all consumer complaints to identify and communicate failure modes and mitigate business risk.
• Support PR and Legal inquiries.
• Communicate dispute resolutions with relevant internal and external stakeholders (i.e. public utilities, regulatory bodies).
• Conduct internal compliance control reviews (i.e. ANI investigations, cell phone use) and resolve accordingly.
• Provide regular feedback to applicable Energy Advisors, Regional Managers and applicable stakeholders.
• Ensure both internal and external service levels agreements are met and/or exceeded.
• Escalate severe non-compliance issues, issues that require intervention and/or present potential for risk via escalation process.
• Ensure pending issues receive proper follow-up and that they are completed within the defined time frames.
• Conduct weekly/monthly market and sales office-based trending analysis.
• Analyze market trends and root causes pertaining to all of the regions business segments, including Residential D2D, Hudson, Telemarketing, JE Solar, Contract/Operations and CS Experience.
• Identify harmful factors including the associated causes and implement solutions that, when effective, and with consensus of the group, prevent recurrence with reasonable certainty.
• Ensure effectiveness by observing the implemented recommendation solutions.
• Travel to the various regional sales offices to conduct professional compliance presentations, communicate areas of opportunity, audit in class training, in-field shadowing, role play and train regional sales office management on available compliance tools as applicable.
• Establish and maintain excellent internal and external relationships.

• Minimum of 5-year experience in a customer service/call center environment.
• Minimum of 2-year experience investigating escalated concerns.
• Experience evaluating data sources for quality (e.g., validity, reliability, etc.).
• Excellent organizational skills with the ability to prioritize workload and multi-task in a fast-paced environment while maintaining accuracy and attention to detail.
• Excellent verbal/written communication; skilled in facilitation and presentation.
• Ability to work flexible or extended working hours to meet business needs; demonstrated good attendance and punctuality. Ability to work under pressure and adaptable to change.
• Experience in investigating and reporting non-compliance in line with corporate, regulatory and legal standards, policies and practices.
• Superior customer service, analytical, problem solving and judgment skills.
• Ability to travel on a regular basis as applicable.
• Proficient computer skills in Microsoft Office (Word, Visio, Excel, PowerPoint and Outlook).
• Proven success in building and maintaining effective internal stakeholder relationships and strong negotiation skills.
• Excellent analytical and critical thinking skills including but not limited to root cause analysis, cause and effect, decision analysis, requirements and management analysis, benchmarking, fact finding, solution assessment and validation, risk analysis, interface analysis and enterprise analysis.
• Outstanding organizational and project management abilities.
• Proficient…