Senior Manager, Consumer Protection, ILSFA - Chicago, United States - Elevate

Description

WHO WE ARE AND WHAT WE ARE PASSIONATE ABOUT:

Elevate is a nonprofit organization headquartered in Chicago. We design and implement programs that reduce costs, protect people and the environment, and ensure the benefits of clean and efficient energy reach those who need them most. We're pursuing our mission of a just and equitable world where everyone has affordable heat, power, and water in their homes and communities. We are growing nationally – expanding the reach of our programs, services, and research in collaboration with partner organizations.

OUR PEOPLE AND CULTURE:

At Elevate, our organization's greatest asset is the people we attract. Elevate employees co-create our energetic and collaborative environment, where constant learning and service to others take priority. We want our team to challenge conventional thinking in pursuit of innovation. We seek dynamic, hardworking individuals inspired to work with people of diverse backgrounds and perspectives. Every day we make a difference by placing our team, clients, and community partners first. From our mission to our focus on staff well-being and career development opportunities, there's no better place to grow your career than Elevate.

Interested in learning more? Keep on reading for the details.

Senior Manager, Consumer Protection, ILSFA

The Illinois Solar for All Program (ILSFA), directed by the Illinois Power Agency (IPA) and administered by Elevate, aims to deliver the benefits of solar and the clean energy economy to low-income and environmental justice communities across Illinois. The Senior Manager, Consumer Protection, ILSFA is primarily responsible for leading the consumer protection efforts of ILSFA. This role works across internal departments within Elevate to ensure we are implementing comprehensive consumer protections and addresses any customer complaints by investigating potential program violations and working to resolve issues. This role also coordinates directly with the Illinois Power Agency to develop, define, and implement new consumer protection initiatives.

The Senior Manager, Consumer Protection reports to the Director, ILSFA. This position is located in Chicago, Illinois and is currently fully remote.

Responsibilities

• Maintain and exercise considerable knowledge of the ILSFA program's consumer protection laws, regulations and other requirements. Such requirements may include, but are not limited to, applicable statutes, regulations, processes, policies and the Illinois Power Agency's expectations for protecting program participants.
• Evaluate and respond to participating customer complaints and coordinate internally as needed to investigate complaints and potential violations of program requirements.
• Investigate complaints and allegations of program violations, make recommendations for resolution and potential disciplinary action, and draft disciplinary-related letters as needed to approved vendors alleged to have violated Program requirements.
• Coordinate communications of complaints, allegations of program violations, and recommended resolutions with the approved vendor management team, the Legal team, the Program Support (Call Center) team, the IPA, and other teams as needed.
• Follow up with customers to resolve complaints as soon as possible by working with the customers' approved vendors (solar developers) as needed to research complaints and identify and implement solutions. If needed, escalate issues to leadership.
• Provide updates to the IPA regarding ongoing customer complaints and their resolutions.
• Manage special projects related to consumer protection issues, including new initiatives or new processes, and share updates on progress with management.
• Provide updates and reports on disciplinary processes and complaints; contribute to ILSFA quarterly and annual reports and the IPA's Consumer Protection Annual Report.
• Attend, participate in, and propose topics for monthly consumer protection meetings held jointly with the Illinois Shines Program Administrator.
• Provide educational materials related to consumer protection requirements and best practices for new vendors and vendor designees.
• Contribute to educational workshops on consumer protection topics such as marketing best practices and program requirements.
• Update the Consumer Protection database, an online, publicly-available list of recent complaints and the status of each complaint.
• Provide day to day leadership, mentoring and performance management to direct reports.
• Review team's work or assignments and provide guidance and directions to others regarding projects and timelines.
• Understand program priorities and adjust accordingly.
• Provide regular status updates to Director, ILSFA.
• Develop and administer documentation of standard operating procedures to support consumer protection function. Also develop templates, notices, and other processes regarding the investigation of complaints, collection of evidence, and notices issued to those suspected of violations.
• Adhere to Elevate's project management requirements and provide necessary documentation.
• Perform other duties as assigned.

Qualifications and Skills

• Bachelor's degree preferred
• Five or more years of experience working in the consumer protection industry in a regulated field such as public utilities, finance, insurance or other regulated, customer-facing industry
• Extensive customer service experience
• Experience engaging and managing client relationships
• Experience managing projects on time and on budget
• Experience managing one or more staff members
• Demonstrated leadership and exceptional organizational and coordination skills
• Five or more years of project management experience preferred
• Ability to think critically to address real-world customer issues based on well-defined program guidelines
• A demonstrated attention to detail
• Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
• Excellent written and verbal communication skills

Compensation

The total compensation for this position includes health and welfare benefits (medical, dental, vision, etc.), defined contribution benefit (401k with contribution), professional development, generous paid time off policies, and a flexible schedule. This is an exempt individual contributor position with a salary range of $90,000 – $105,000, based on experience.

Anti-Discrimination Policy

Elevate is an equal opportunity employer that does not discriminate against any employee or job applicant based on race, color, national origin, religion, sex, sexual orientation, age, disability, veteran status, or marital status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, termination, promotion, transfer, layoff, leaves of absence, compensation, and training.

ADA Accommodation

Elevate will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace, and the threat cannot be eliminated by reasonable accommodation, or if the accommodation creates an undue hardship to Elevate. Contact the People Team with any questions or requests for accommodations.