Ygrene Energy Fund

Consumer Resolution Specialist

US-CA-Petaluma
Job ID
2017-1613
Department
Consumer Resolution

Overview

Ygrene Energy Fund is a national leader in residential and commercial clean energy financing.  Founded in 2010, Ygrene’s award-winning, privately funded Property Assessed Clean Energy (PACE) program is revolutionizing the home improvement industry, making it easier for property owners to invest in their futures and a healthier environment. Ygrene is delivering greater choice for home and business owners by providing accessible and affordable financing for energy efficiency, renewables, water conservation, storm protection and seismic upgrades.  Recognized as one of the fastest growing asset classes in the country, PACE has proven to be a successful tool for supporting public policy initiatives, all without the use of public tax dollars or credits. To date, Ygrene has provided over $1 billion of private capital to more than 400 local communities, creating thousands of jobs and investing millions into local economies across the U.S.

 

The Consumer Resolution Specialist will serve as an escalation point for more complex consumer concerns.  This role will complete the review of customer loan documents and negotiate resolution and provide the hand off of information to Legal for issues escalating to litigation

Responsibilities

  • Assume ownership of inquiries reported by property owners, contractors, consumer protection agencies and/or municipalities until the resolution is successfully accomplished
  • Independently complete complex investigation of property improvement projects both pre and post funding to ensure contractor quality and compliance, as well as property owner satisfaction
  • Create research binders with data compiled from dashboards, contracts, invoices, Docusign, and other sources as needed.
  • Documents timeline, signatures obtained, and objectively states the facts of each case
  • Determine when it is appropriate, including photos, and partner with RAM to negotiate resolution with contractor
  • Maintain thorough notes throughout negotiation and process investigation file closing
  • Seek out and address the root cause of issues through collaboration with subject matter experts in Sales, Marketing, Legal, Finance and Operations
  • Provide world class service through consistent, accurate and timely resolution of inquiries in compliance with our Service Level Agreement
  • Provide suggestions and input relevant to building and improving upon the consumer escalation process
  • Partner with Legal to hand off research on most complex cases involving potential litigation
  • Notify Contractor Compliance of contractor issues and/or complaint trends to proactively address further opportunities for the issues to continue
  • Research and help to collect on payments made to contractors in error

Qualifications

  • Bachelor's degree in business administration or related field OR equivalent work experience
  • 2+ years of experience in PACE financing, mortgage lending or related field
  • Knowledge of PACE financing practices and processes
  • Knowledge of Call Center practices and procedures
  • Knowledge of loan processing, underwriting, funding, lending and/or marketing practices and procedures
  • Knowledge of construction and/or real estate industry preferred
  • Strong influence management and communications skills
  • Exceptional organizational and time management skills
  • Meticulous attention to detail
  • Ability to problem solve and conduct objective root cause analysis
  • Strong verbal and written communication skills

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