JOB TITLE: Regulatory Complaints & Compliance Specialist
EMPLOYER: Santanna Energy Services
DEPARTMENT: Legal
REPORTS TO: General Counsel
Location: This is a completely remote position.
Summary:
Your primary objective is to manage and respond to regulatory complaints in a thorough, articulate, proficient and timely manner. You are capable of investigating complicated claims and providing responsive solutions supported by facts, evidence, and sound logic. You track regulatory complaint subjects for trends and outcomes. If you detect problems, you report those to the General Counsel and/or Quality Assurance Staff and recommend solutions.
DUTIES AND RESPONSIBILITIES:
- Investigate and respond to regulatory complaints, with great attention to detail and awareness of legal, regulatory, and compliance requirements.
- Manage the Complaints email inbox.
- Respond to regulators on a timely basis, applying a strong aptitude for research and formal writing in a highly competent way that is rooted in facts and evidence.
- Compile and organize all requested enrollment information in complaints.
- Track the disposition of each complaint and provide detailed reporting of complaint stats, as needed.
- Other duties as assigned.
QUALIFICATIONS:
- Education: Paralegal Certificate, Bachelor’s degree or greater. Previous experience with regulatory complaints, compliance, and best practices development will be given strongest consideration.
- Previous experience in the energy industry, service contracts, or financial contracts is a plus.
- You can independently identify and resolve problems at the individual customer level and at the macro product level.
- Excellent problem-solving skills and ability to navigate challenging situations.
- Outstanding reading, research, and writing skills with an ability to clearly articulate issues verbally.
- Ability to work independently, leveraging guidance and direction to translate business objectives into compelling analyses for discussion and review.
- Ability to collaborate with others.
- Communicate effectively across functional areas and at all levels within the organization.
- Paralegal Certification or regulatory complaints experience strongly preferred.
- Ability to learn quickly and willingness to help wherever needed.
COMPETENCIES:
- Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Diversity – Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
- Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills – Focuses on solving conflict,
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