• Investigating alleged violations of Illinois Shines program requirements • Making recommendations for informal mediation, potential pre-disciplinary and disciplinary action for apparent and/or confirmed Program violations based upon Program requirements • Timely drafting letters to entities alleged or confirmed to have violated Program requirements, consistent with standard operating procedures • Editing letters and disciplinary-related correspondence by other team members to ensure compliance with internal standard operating procedures and client expectations • In collaboration with the Senior Manager, ensuring the Consumer Protection team follows its internal processes for disciplinary action • Proactively identifying process improvements • Identifying, drafting, and training team members on new procedures for disciplinary-related process improvements • Identifying trends in consumer complaints and Program violations; recommending potential proactive measures to help promote Program compliance and reduce consumer protection violations • Maintaining client relationships, serving as a trusted partner for our current and new clients • Organizing and leading in-person meetings, conference calls, and collaboration sessions with client as well as program participants and customers • Tracking deliverables, milestones, and following up with stakeholders and team members to ensure they are on task to complete action items • Tracking key performance metrics and goals • Participating in and leading cross-department meetings and discussions, prioritizing and delegating follow-up items, tracking and reporting progress • Effectively prioritizing and managing additional ad-hoc requests and responsibilities in a fast-paced environment