Compliance Specialist (Bilingual - Engilish & Spanish)

Just Energy•Mississauga, ON

2d•CA$63,070 - CA$85,140•Onsite

About The Position

The Compliance Specialist is responsible for investigating and resolving sales and contract-related complaints, identifying compliance opportunities, and initiating necessary protocols. This role involves managing and enforcing sales compliance through vendor relations, trend analysis, remedial actions, audits, and coaching. The specialist will conduct root cause analysis on consumer complaints to mitigate business risk, support PR and Legal inquiries, and communicate dispute resolutions with internal and external stakeholders. Additionally, the role includes conducting internal compliance control reviews, providing feedback to management, ensuring service level agreements are met, escalating severe non-compliance issues, and performing market and sales office-based trending analysis. The specialist will also analyze market trends and root causes across various business segments, identify harmful factors, implement solutions, and ensure their effectiveness. Travel to regional sales offices for compliance presentations, audits, and training is required, along with establishing and maintaining excellent relationships.

Requirements

Minimum of 5 years of experience in a customer service/call center environment.
Minimum of 2 years of 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 computer skills in Microsoft Office (Word, Visio, Excel, PowerPoint and Outlook).
Committed to company values.
Must be able to respond flexibly to changing circumstances.
Projects self-confidence, enthusiasm, and a positive, can-do attitude.
Must be committed to the success of the entire organization.
Ability to self-start and work with a high sense of urgency and accountability with minimal supervision.
Judgment—the individual displays willingness to make recommendations, exhibits sound and accurate judgment, and makes timely decisions.
Must be a strong team player.
Must have the ability to simplify complex problems.

Nice To Haves

Bilingual (English & Spanish)

Responsibilities

Investigate and resolve sales and contract-related complaints, determining and communicating compliance opportunities.
Identify non-compliance, trends, and areas of risk, recommending solutions and action plans.
Investigate, resolve, and handle external (e.g., PUC) and internal 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 consumer complaints to identify failure modes and mitigate business risk.
Support PR and Legal inquiries.
Communicate dispute resolutions with relevant internal and external stakeholders.
Conduct internal compliance control reviews and resolve accordingly.
Provide regular feedback to applicable Energy Advisors, Regional Managers, and stakeholders.
Ensure internal and external service level agreements are met and/or exceeded.
Escalate severe non-compliance issues, issues requiring intervention, or those presenting potential risk.
Ensure pending issues receive proper follow-up and are completed within defined time frames.
Conduct weekly/monthly market and sales office-based trending analysis.
Analyze market trends and root causes pertaining to all regions' business segments.
Identify harmful factors and associated causes, implementing solutions to prevent recurrence.
Ensure effectiveness by observing implemented recommendation solutions.
Travel to regional sales offices to conduct compliance presentations, communicate areas of opportunity, audit training, conduct in-field shadowing, role play, and train management on compliance tools.
Establish and maintain excellent internal and external relationships.