Description
Job Title: Specialist, Correspondence Accuracy - Bilingual (English/Spanish)
Location: Toronto, Ontario (Canada) or Houston, Texas (USA)
Job Summary:
The Correspondence Accuracy Specialist is responsible for the creation, management and maintenance of customer contract documents. This role will collaborate across various departments to ensure accuracy, compliance, and efficiency in processes. The ideal candidate would possess the ability to quickly learn new systems, processes, bBB Be a self-starter, detail oriented, accountable, analytical, efficient, accurate and be able to multi-task. This role is responsible for the complete, accurate and timely resolution of escalated issues.
Responsibilities:
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Assist in drafting and preparing customer contract documents for both new and existing customers and/or products, including but not limited to Price to Compare Form (PC), Energy Facts Label (EFL), Terms of Service (TOS), Your Rights as a Customer (YRAC), Letter of Authorization (LOA), Terms and Conditions (T&C), etc.
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Initiate and facilitate document revision, review and approval processes across departments such as Change Management, Pricing & Structuring, Letter Management, Legal, Regulatory, etc.
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Collaborate with Customer Experience and Letter Management teams to develop ad hoc customer communications and ensure deployment in end systems such as Thunderhead, Salesforce, and CRM, ensuring accuracy and timeliness.
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Provide support for new product development initiatives.
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Review print vendor output such as format, completeness and accuracy.
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Conduct a regular audit of existing documents to ensure they meet the latest market rules.
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Participate in quarterly and ad hoc audits of correspondence inventory to maintain accuracy and compliance.
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Initiate and/or participate in UAT activities for correspondence implementation, ensuring operational readiness and compliance.
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Contribute to the maintenance of a central catalogue to archive policies, procedures, processes, ensuring version control, accessibility and compliance.
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Review, investigate and follow-up independently on operational service requests and emails related to customer correspondence inquiries in a timely, detailed and thorough manner.
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Work independently to process tasks, investigate and resolve inquiries within target service level agreements (SLA's).
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Work with vendors and internal teams via phone, conference call and email to investigate and resolve inquiries.
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Rely on knowledge, training and judgment to plan and accomplish goals, while working under general supervision.
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Utilize reporting and performance metrics to manage risk and ensure tasks are completed within SLA.
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Work closely with Supervisors and Managers to meet goals, review exceptions and take appropriate actions.
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Troubleshoot and perform root cause analysis to resolve issues and escalate as needed.
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Reconciliation of correspondence in case of discrepancies and preparation of reports as needed.
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Identify gaps and help to execute process improvements.
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Participate in special projects, internal/external audit requests, regulatory/utility requests and other duties as assigned.
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This position can be cross trained to support other teams within Operations.
Requirements:
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Candidate must be bilingual with excellent written and verbal English and Spanish language skills.
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The ideal candidate would possess the ability to quickly learn new systems and processes, be a self-starter, detail oriented, accountable, analytical, efficient, accurate and be able to multi-task.
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Must be a dependable team player and be willing to work flexible and extended hours, if required.
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Must be detail oriented with an ability to identify a pattern in a problem, conduct research, coordinate with the appropriate back-end teams to solve operational problems and deliver solutions.
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Strong problem solving and decision-making skills.
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Technical aptitude with ability to understand new tools and data.
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Strong time management and organizational skills.
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Ability to manage multiple tasks/projects and ensure their timely completion.
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Ability to maintain the balance of new daily work and pending work to ensure accurate and timely resolution of all work assigned.
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Ability to adapt to constant change.
Years of Experience:
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Minimum 2 year of customer service, problem solving, issue resolution or other relevant experience required; 2+ years preferred.
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Prior experience in deregulated gas and electric markets preferred.
Education:
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Grade 12 diploma or GED is required.
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Post-secondary degree/diploma is preferred.
Technology Requirements:
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Proficient in Microsoft Office (Word, Excel, Outlook, Teams, OneNote etc.).
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Knowledge of third-party billing system, specifically Salesforce or Thunderhead, is a plus.
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Familiarity with Adobe InDesign or prepared to learn (this is an on-the-job requirement).
Just Energy
5251 Westheimer Rd
Houston
Texas United States
www.justenergy.com
