Role Overview
The Account Specialist is responsible for managing assigned producer relationships through defined stages of the compliance lifecycle, exercising independent judgment in producer communications and issue resolution within established program standards. As a member of the Producer Services team, this role ensures producers clearly understand their responsibilities, receive timely support, and submit accurate information needed to meet Extended Producer Responsibility (EPR) obligations.
The Specialist applies program policies, operating frameworks, and professional judgment to manage producer compliance matters, including identifying when standard processes are sufficient and when escalations, escalations, or cross-functional coordination are required. This role is foundational to consistent operational delivery across Producer Services and ensures accuracy, timeliness, and clarity throughout the producer compliance lifecycle.
Key Responsibilities
Producer Compliance Execution
- Oversee assigned producers through onboarding, registration, reporting, and compliance activities, exercising judgment in prioritization, follow‑up, and issue resolution.
- Conduct outreach to prospective or unregistered producers within assigned segments, provide initial obligation guidance, and support them through the steps required to register with CAA.
- Track reporting deadlines, documentation requirements, and submission status.
- Analyze late, incomplete, or potentially non-compliant submissions and determine the appropriate communication, corrective action, and escalation path based on the nature and severity of the issue.
- Manage assigned producer timelines and required actions, determining appropriate followup and escalation based on producer responsiveness and risk indicators.
- Monitor assigned producer progress and escalate issues requiring cross‑functional or leadership support.
Reporting Readiness & Segment Support
- Provide readiness checks, documentation guidance, and status tracking for producers in assigned segments.
- Ensure assigned producers understand reporting expectations, deadlines, and required materials.
- Maintain CRM and operational documentation to ensure accurate segment-level visibility.
- Own the accuracy and completeness of readiness documentation for assigned producers prior to reporting and validation milestones.
- Identify recurring questions or confusion points and recommend improvements to templates, FAQs, and workflows.
Data Validation & Accuracy Checks
- Review and analyze producer-submitted supply data to identify inconsistencies, assess compliance with program requirements, and determine whether submissions satisfy validation standards or require clarification, correction, or escalation
- Exercise independent judgment in resolving data and compliance issues with producers, including understanding requirements, evaluating supporting information, and determining whether issues can be resolved directly or require escalation.
- Identify discrepancies and work directly with producers to resolve issues within established validation criteria.
- Ensure validated data is complete before fee-setting and invoicing stages.
- Maintain audit‑ready documentation, including data files, clarifications, and CRM notes.
Producer Experience & Support Quality
- Serve as the primary contact for assigned producers.
- Represent CAA in external producer interactions and exercise discretion in how guidance is communicated, ensuring accuracy, consistency, and professionalism.
- Provide timely, clear, compliant responses to questions about reporting, validation, and compliance steps.
- Offer proactive status updates during reporting and validation cycles.
- Maintain consistent, high‑quality communication aligned with CAA standards.
- Provide surge support to the producer support case queue during peak periods, ensuring timely, accurate responses that meet departmental service standards.
Cross‑Functional Alignment & SOP Adherence
- Support seamless handoffs to billing, data/CRM teams, Support Ops, and Education by ensuring complete and accurate documentation.
- Follow established workflows and SOPs to maintain consistency and accuracy across Producer Services.
- Identify workflow inconsistencies or issues and raise them through appropriate channels for refinement.
- Contribute to the maintenance of SOPs, templates, and checklists by surfacing gaps and recurring issues.
- Other job related duties as assigned.
Skills & Competencies
- Strong organizational and follow‑through skills; able to manage multiple producer timelines.
- Excellent communication and relationship‑building skills with external stakeholders.
- Comfortable working with data, documentation reviews, and SOP‑driven processes.
- High attention to detail with consistent accuracy in recordkeeping.
- Proactive in identifying issues and escalating appropriately.
- Collaborative, adaptable, and committed to high‑quality execution.
Qualifications
- 3–5 years in account coordination, customer support, data processing, or compliance‑related environments.
- Bachelor’s degree preferred; relevant experience will be considered.
- Experience in regulated industries, sustainability, consumer products, or member‑based organizations preferred.
- Familiarity with CRM systems, documentation standards, or operational workflows.
Compensation & Other Information
- Location: Remote from the United States of America
- Pay Rate: Based on a variety of factors in accordance with applicable law including the successful candidate’s relevant experience, skills, knowledge, and experience.
- Reports To: Director
Circular Action Alliance is an equal employment opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex (including pregnancy, childbirth, lactation, and related medical conditions), national origin, military or veteran status, sexual orientation, gender identity, age or any other category protected by applicable federal, state, or local law. If you require accommodation as part of the application process, please contact careers@circularaction.org.
