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

Complaint Intake & Case Management:

• Monitor the intake of customer complaints received from Public Utility Commissions (PUCs), other regulatory bodies, the Better Business Bureau, utilities, and Customer Care.
• Ensure all complaints are accurately documented and maintained in the case management system (Agiloft).
• Utilize corporate repositories, systems, and databases to retrieve documentation and information necessary for complaint investigations.
• Work with functional counterparts throughout investigations to gain a thorough understanding of issues and provide clear, concise, and compliant responses.
• Utilize effective problem-solving and critical-thinking skills to resolve customer complaints amicably.
• Respond to complaints within required regulatory, agency, or internal deadlines.

Data Analysis, Trend Identification & Risk Mitigation:

• Protect the best interests of the Company by identifying, mitigating, and escalating potential risks as appropriate.
• Through complaint investigations, if process issues are identified, escalate to the appropriate internal department(s).
• Interact with channel partners and channel partner managers to verify enrollments, investigate complaints, and ensure compliance with XOOM Energy and Stream standards and requirements.
• 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.
• Process 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 need or special projects arise, must be willing to work additional hours.

Minimum Requirements

• A high school diploma or GED equivalent.

Preferred Qualifications

• Demonstrates strong verbal and written communication skills.
• Exhibits advanced investigative, analytical, and critical thinking abilities.
• Proven ability to manage and meet strict deadlines in a fast-paced environment.
• Maintains a high level of accuracy with strong attention to detail.
• 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.