Regulatory Compliance Specialist
Description
POSITION SUMMARY:
As the Regulatory Compliance Specialist, you will be responsible for handling and resolving customer complaints, issues, and disputes related to Freedom Forever contractors' licenses. Your role will primarily involve liaising with regulatory bodies, coordinating with internal teams, and ensuring compliance with applicable laws and regulations. The ideal candidate should possess exceptional communication, problem-solving, and organizational skills, as well as a thorough understanding of the residential solar industry and contractor licensing processes. Additionally, the Regulatory Compliance Specialist will be responsible for communicating with regulatory agencies, including, but not limited to Contractor's License Boards, License Boards governed by Statutory Regulatory Agencies in various states and/or Authority/i.e. Having Jurisdiction (“AHJ”), Attorney Generals, Departments of Consumer Protections, and ensuring respective consumer complaints reach a resolution. The Regulatory Compliance Specialist will work closely with Management to evaluate and respond to suspected violations, and for consistent enforcement, disclosure, and remedial action protocols. As a Regulatory Compliance Specialist, you will play a crucial role in ensuring that our company operates in accordance with all relevant regulatory requirements and standards within the renewable energy industry.
- Receive and review customer complaints, issues, or disputes related to contractor licenses.
- Investigate and analyze the complaints to determine their validity and nature.
- Ensure prompt and effective resolution of escalated customer issues while maintaining a high level of customer satisfaction.
- Collaborate with internal teams, including project managers, customer service representatives, and legal professionals, to address and resolve customer escalations.
- Stay updated on relevant laws, regulations, and licensing requirements related to the residential solar industry.
- Maintain a thorough understanding of contractors' license application and renewal processes, including associated documentation and deadlines.
- Work closely with contractors and internal stakeholders to ensure compliance with licensing regulations and resolve any issues or discrepancies.
- Serve as a primary point of contact for communication with regulatory bodies, such as the Contractors License Board or relevant state agencies.
- Facilitate the submission of documentation, reports, and responses to inquiries from regulatory bodies.
- Represent the company in meetings, hearings, or audits related to contractors' licenses, as required.
- Build and maintain positive relationships with regulatory officials to facilitate smooth interactions and resolve issues efficiently.
- Document all customer complaints, escalations, and their resolutions in a clear and concise manner.
- Prepare detailed reports on escalated issues, their root causes, and recommended solutions for management review.
- Ensure accurate record-keeping of contractors' licenses, including renewal dates, certifications, and supporting documents.
- Continuously identify opportunities for process improvement and implement best practices to enhance efficiency and effectiveness in handling customer escalations.
- Collaborate with cross-functional teams to streamline internal processes, reduce complaints, and improve customer satisfaction.
- Other duties as assigned
QUALIFICATION REQUIREMENTS:
- Bachelor's degree in a relevant field (such as Business Administration, Legal Studies, or Engineering) is preferred.
- 3+ years of customer-facing Solar experience
Knowledge, Skills & Abilities:
- Proven experience in a similar role, preferably in the residential solar industry or a related field.
- In-depth knowledge of contractors' license regulations, compliance requirements, and related processes.
- Strong understanding of customer service principles and practices, with the ability to manage escalated situations professionally and tactfully.
- Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers, regulatory bodies, and internal stakeholders.
- Exceptional problem-solving and analytical abilities, with a keen attention to detail.
- Ability to work well under pressure and handle multiple tasks simultaneously while maintaining a high level of accuracy and professionalism.
- Proficiency in using software applications for documentation, reporting, and data analysis.
- Demonstrated ability to work independently and collaboratively in a team-oriented environment.
- Strong organizational and time management skills, with the ability to prioritize tasks effectively.
Special Skills & Training:
- Strong proficiency with Google Suite, Excel, and PowerPoint; working knowledge of project management software, CRMs, ERPS, etc.
PHYSICAL DEMANDS AND ABILITIES
- Regularly spend long hours sitting and using office equipment and computers
- Regularly move from sitting to standing positions effortlessly
- Regularly spend long hours in intense concentration reviewing and entering data into a computer
- Regularly use hands and fingers to handle, control or feel objects
- Regularly see details of objects that are less than a few feet away
- Regularly speak clearly so listeners can understand
- Regularly understand the speech of another person
- Frequently work on projects that require deadlines
- Occasionally lift 5-10 pounds
Freedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.