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Job Summary:

The Customer Relations Analyst role is imperative to the day-to-day business functions. This role is to support the Customer Journey through various channels of customer interaction via NPS, internal escalations, third-party complaints, state regulation adherence and customer communications. In this critical role you will support operational objectives by integrating data sources, reporting results and continuously identify gaps in the customer journey to connect back relevant key metrics/measurements. The CR Analyst will lead programs that drive engagement, satisfaction, loyalty, retention, and advocacy for the Home Protection customers.

Essential Duties/Responsibilities:

• Manage all third-party complaints (BBB, State Attorney, DOI, litigation, etc.) to fruition and within adherence to regulations by agency and/or state. This would require customer engagement, claim evaluation/decision, independent discretion to override agreement guidelines to mitigate legal risk, litigation preparation and personalized responses to the third-party regulators without draft approval.

• The focal point to execute remediation on high intense and sensitive complaints. Provide subject matter expertise, escalation support, communication, and guidance to contact center teams. Incorporate proactive measures to identify at-risk claims to mitigate complaint propensity.

• Monitor controllable cost, such as claim severity, and pursue effective cost oversight responsibilities. This would include implementation of workflow audits to validate those operational metrics. This would not be limited to purchase order revisions and claim approvals.

• Manage customer satisfaction by overseeing survey programs serving multiple business lines and stakeholders. This would include building new survey programs at different customer touchpoints to gage business practice for improvements.

• Perform comprehensive root cause analysis to contextualize trends of customer complaints and NPS. Further the analysis with actionable plans that result in long-lasting and effective enhancements to the organization.

• Participate in sprint reviews, UAT and/or remediation testing for enhancements, fixes and new products.

• Manage and create communications in respect to Welcome Kits, customer acquisitions, suspensions, unwind programs, payment failures/notifications and accountability for the repository program of customer communications.

• Review invoices in relations to customer communications for payment processing, record keeping and audit trails.

• Perform other duties as assigned.

Working Conditions:

• Remote, with normal work schedule between 8am-5pm.

• Reliable home internet.

• Minimal Travel.

Minimum Requirements:

• Bachelor’s degree or equivalent experience of five-plus years in complaint management resolution.

• Leadership experience in a contact center environment.

• Proficiency in Microsoft applications (Excel, PowerPoint and Word).

• Strong professional writing skills – internally and externally.

• In-depth knowledge of claims handling principles.

Preferred Qualifications:

• Ability to document procedures that are clear and concise for business and department continuity.

• Ability to prioritize multiple projects simultaneously and under strict timeliness standards and guidelines.

• Ability to handle difficult conversations at various levels.

• Strong analytical and technical skills to process data into meaningful information.

• Ability to work in a cohesive team environment.

• Have dynamic leadership qualities.

Additional Knowledge, Skills and Abilities:

• Negotiation, mediation, and conflict management skills.

• Strong communication, presentation skills and ability to concisely articulate complex issues.

Physical Requirements:

• None .

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. Official description on file with Talent.