Specialist, NWM Sales Quality

Job Summary

NRG is seeking a smart, enthusiastic, and collaborative individual to make valued contributions to the company – the leading energy supplier for millions of residential customers in the United States and Canada. This is an opportunity to enter the fast-paced, exciting world of the Network Marketing Sales Quality function and to become a part of a fast-growing business that is poised for further investment in the near term.

Essential Duties/Responsibilities

• Monitor the intake of customer complaints received from Public Utility Commissions (PUCs), other regulatory bodies, the Better Business Bureau, utilities, and Customer Care.
• Accurately document and maintain all complaints in the case management system (Agiloft).
• Retrieve documentation and information necessary for complaint investigations from corporate repositories, systems, and databases.
• Work with functional counterparts to understand issues and provide clear, concise, and compliant responses.
• Resolve customer complaints amicably within required regulatory, agency, or internal deadlines.

Data Analysis, Trend Identification & Risk Mitigation

• Identify, mitigate, and escalate potential risks through complaint investigations.
• Verify enrollments and investigate complaints with channel partners and partner managers.
• Analyze data to identify patterns, trends, and indicators of suspicious activity or elevated risk.
• Collect, analyze, and summarize complaint data and Quality Daily Alert investigation findings.
• Perform daily reviews of assigned Quality reports and follow up as necessary.

Reporting & Documentation

• Develop and maintain reports as required to support business, quality, and compliance needs.
• Ensure all investigative actions and outcomes are completed and properly documented.

Additional Duties

• Timely processing of documentation for identity verification and credit reviews to ensure enrollments provision.
• Perform privacy requests for NRG brands via OneTrust and the privacy request mailbox.
• Perform other duties and special projects as assigned.

Working Conditions

Must be able to work independently. Position is exempt – as needed or special projects arise, must be willing to work additional hours.

Minimum Requirements

• High school diploma or GED equivalent.
• Demonstrates strong verbal and written communication skills.
• Exhibits advanced investigative, analytical, and critical thinking abilities.
• Possesses excellent interpersonal skills, with the ability to effectively collaborate and communicate across internal teams, channel partners, state agencies, and customers.
• Highly organized and detail-oriented, with the ability to manage multiple priorities and maintain accurate follow-up systems under pressure.
• Proficient in Microsoft Office applications, including Excel, Word, and Outlook.

Additional Knowledge, Skills, And Abilities

• Background in audit, quality, or consumer affairs a plus.
• Ability to thrive in a fast-paced environment, adhering to deadlines while ensuring accuracy.
• Energy, motivation, enthusiasm, and integrity.