Compliance Specialist I - DORA: PUC Hybrid
Colorado Department of Transportation, Denver, CO, United States
Job Title
SGA 5141 Job Description
DORA's Public Utilities Commission (PUC) serves the public interest by effectively regulating utilities and facilities so that the people of Colorado receive safe, reliable, and reasonably-priced services consistent with the economic, environmental and social values of our state. The Consumer Affairs unit at the PUC works to resolve consumer complaints with utility companies and regulated transportation carriers. The program's workload includes the handling of approximately 500 consumer phone calls each month along with filing up to 250 complaint cases. The public information aspect of this unit informs the public about PUC decisions and rate payer issues via consumer contact. The public contacts our unit via phone, in person, letter, email, and online. The position resolves disputes between the rate payers and utilities, as well as between the public and various regulated transportation carriers; is trained on how to investigate complaints and learn how to determine if compliance with rules, statutes, and tariffs has been accomplished; explains utility and transportation practices and obligations in order to facilitate communication with the public; is instructed on how to educate the public and regulated entities about PUC requirements, rates, rules, and decisions; is required to educate and facilitate the resolution of complaints from Spanish speaking/writing consumers; and translates consumer-facing educational written materials from English into Spanish. Duties include, but are not limited to: Contacting the regulated entity with each consumer complaint and uncovering possible violations by interviewing or investigating both the complainant and the regulated entity; Advising utility companies when they are not in compliance with Colorado Statutes, PUC rules, and company tariffs and urging them to compliance through direct contact and negotiation; Watching for possible trends in public utility markets, specifically those dealing with consumer opinion and behavior, through complaint contacts, news items, and statistical data provided by regulated entities; Educating ratepayers about unfamiliar concepts, theories, and industry practices; Working with all Spanish speaking consumers and is able to speak, read, and write fluently in Spanish to assist the public and PUC staff members; Translating customer-facing written materials, including 'FYIs', customer notices, news releases, and other documents for the PUC's website from English to Spanish; Translating public comments written in Spanish to English; and Assisting the division with all Spanish translation needs and collaterals. Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
MINIMUM QUALIFICATIONS (MQs): There are two ways to qualify for this position: 1) Experience OR 2) A Combination of Education and Experience Option 1: Experience Four (4) years of full-time professional* work experience in a state government agency, utilities (i.e. gas and electricity) industry, telecommunications industry, and/or transportation industry performing all of the following: Demonstrated experience managing a complaint and/or investigative caseload, including interviewing complainants and respondents; Demonstrated customer service experience, including responding to internal and external inquiries (via phone, email, or in-person); Demonstrated experience explaining rules, procedures, and/or processes to consumers. Option 2: A Combination of Education AND Experience Associate's Degree and Experience:
Graduation from an accredited college or university with an associate's degree in business, political science, economics, public administration, sociology, communication, public relations, or in a field of study related to the work environment; AND Two (2) years of full-time professional* work experience in a state government agency, utilities (i.e. gas and electricity) industry, telecommunications industry, and/or transportation industry performing all of the following: Demonstrated experience managing a complaint and/or investigative caseload, including interviewing complainants and respondents; Demonstrated customer service experience, including responding to internal and external inquiries (via phone, email, or in-person); Demonstrated experience explaining rules, procedures, and/or processes to consumers. OR College, university, or non-correspondence business school coursework from an accredited institution in business, political science, economics, public administration, sociology, communication, public relations, or in a field of study related to the work assignment may substitute for the experience on a year-for-year basis (up to three (3) years). A copy of your transcript verifying the required credits MUST be received by the application deadline in order to be considered. Necessary Special Requirements: Must be completely fluent and speaking, reading, and writing in Spanish, and translating Spanish to English and English to Spanish. Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part time experience will be prorated. SUBSTITUTIONS: Partial credit toward the degree requirement will be given for completed college/university coursework that did not result in a degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the bachelor's degree requirement. *Professional work involves exercising discretion, analytical skill, judgment and personal accountability and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is: uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods. Preferred Qualifications: Demonstrated professional* experience working in a high-volume, fast-paced environment. Demonstrated professional* experience managing a high volume of calls and emails, including responding to difficult customers with tact and diplomacy. Demonstrated professional* experience analyzing documents for completeness, correctness, and in compliance with laws, rules, policies, and procedures. Demonstrated professional* experience working with or knowledge of Colorado PUC statutes and regulations. Demonstrated professional* experience with reading, analyzing, and comparing information to ensure it is in compliance with laws, rules, and procedures. Demonstrated professional* experience working according to detailed policies, procedures, and deadlines. Demonstrated professional* experience utilizing general PC software applications, including Microsoft Office and/or Google Suite (e.g. Word, Excel, Google drive, Google forms, Google sheets etc.). Required Competencies:
The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview): Demonstrated written communication skills, including the ability to convey information to various stakeholders in a clear, accurate, and concise written manner; Demonstrated verbal communication skills, including the ability to effectively convey information to audiences in a concise manner; Demonstrated attention to detail; Sound judgment and the confidence to make decisions on a routine basis; Demonstrated critical thinking and analytical skills, including having the ability to evaluate information in order to apply knowledge and to decide on the most appropriate course of action; Demonstrated creativity and flexibility, including the ability to adapt to shifting priorities and handle additional work assignments in a fast-paced work environment; Organizational skills, including prioritizing, planning, and time management in order to meet deadlines; Customer service skills, including the ability diplomatically interact with difficult customers, to navigate difficult conversations, and maintain communication with stakeholders; Interpersonal skills, including the ability to collaborate and maintain relationships with internal and external stakeholders; Ability to work with, educate, and guide regulated entities into compliance; Ability to digest information and neutrally relay it to stakeholders that may hold competing interests; Demonstrated ability to understand and abide by workplace principles, practices and behaviors as internally identified and defined by the division and department; Demonstrated ability to read, understand, interpret, apply,
SGA 5141 Job Description
DORA's Public Utilities Commission (PUC) serves the public interest by effectively regulating utilities and facilities so that the people of Colorado receive safe, reliable, and reasonably-priced services consistent with the economic, environmental and social values of our state. The Consumer Affairs unit at the PUC works to resolve consumer complaints with utility companies and regulated transportation carriers. The program's workload includes the handling of approximately 500 consumer phone calls each month along with filing up to 250 complaint cases. The public information aspect of this unit informs the public about PUC decisions and rate payer issues via consumer contact. The public contacts our unit via phone, in person, letter, email, and online. The position resolves disputes between the rate payers and utilities, as well as between the public and various regulated transportation carriers; is trained on how to investigate complaints and learn how to determine if compliance with rules, statutes, and tariffs has been accomplished; explains utility and transportation practices and obligations in order to facilitate communication with the public; is instructed on how to educate the public and regulated entities about PUC requirements, rates, rules, and decisions; is required to educate and facilitate the resolution of complaints from Spanish speaking/writing consumers; and translates consumer-facing educational written materials from English into Spanish. Duties include, but are not limited to: Contacting the regulated entity with each consumer complaint and uncovering possible violations by interviewing or investigating both the complainant and the regulated entity; Advising utility companies when they are not in compliance with Colorado Statutes, PUC rules, and company tariffs and urging them to compliance through direct contact and negotiation; Watching for possible trends in public utility markets, specifically those dealing with consumer opinion and behavior, through complaint contacts, news items, and statistical data provided by regulated entities; Educating ratepayers about unfamiliar concepts, theories, and industry practices; Working with all Spanish speaking consumers and is able to speak, read, and write fluently in Spanish to assist the public and PUC staff members; Translating customer-facing written materials, including 'FYIs', customer notices, news releases, and other documents for the PUC's website from English to Spanish; Translating public comments written in Spanish to English; and Assisting the division with all Spanish translation needs and collaterals. Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
MINIMUM QUALIFICATIONS (MQs): There are two ways to qualify for this position: 1) Experience OR 2) A Combination of Education and Experience Option 1: Experience Four (4) years of full-time professional* work experience in a state government agency, utilities (i.e. gas and electricity) industry, telecommunications industry, and/or transportation industry performing all of the following: Demonstrated experience managing a complaint and/or investigative caseload, including interviewing complainants and respondents; Demonstrated customer service experience, including responding to internal and external inquiries (via phone, email, or in-person); Demonstrated experience explaining rules, procedures, and/or processes to consumers. Option 2: A Combination of Education AND Experience Associate's Degree and Experience:
Graduation from an accredited college or university with an associate's degree in business, political science, economics, public administration, sociology, communication, public relations, or in a field of study related to the work environment; AND Two (2) years of full-time professional* work experience in a state government agency, utilities (i.e. gas and electricity) industry, telecommunications industry, and/or transportation industry performing all of the following: Demonstrated experience managing a complaint and/or investigative caseload, including interviewing complainants and respondents; Demonstrated customer service experience, including responding to internal and external inquiries (via phone, email, or in-person); Demonstrated experience explaining rules, procedures, and/or processes to consumers. OR College, university, or non-correspondence business school coursework from an accredited institution in business, political science, economics, public administration, sociology, communication, public relations, or in a field of study related to the work assignment may substitute for the experience on a year-for-year basis (up to three (3) years). A copy of your transcript verifying the required credits MUST be received by the application deadline in order to be considered. Necessary Special Requirements: Must be completely fluent and speaking, reading, and writing in Spanish, and translating Spanish to English and English to Spanish. Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part time experience will be prorated. SUBSTITUTIONS: Partial credit toward the degree requirement will be given for completed college/university coursework that did not result in a degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the bachelor's degree requirement. *Professional work involves exercising discretion, analytical skill, judgment and personal accountability and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is: uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods. Preferred Qualifications: Demonstrated professional* experience working in a high-volume, fast-paced environment. Demonstrated professional* experience managing a high volume of calls and emails, including responding to difficult customers with tact and diplomacy. Demonstrated professional* experience analyzing documents for completeness, correctness, and in compliance with laws, rules, policies, and procedures. Demonstrated professional* experience working with or knowledge of Colorado PUC statutes and regulations. Demonstrated professional* experience with reading, analyzing, and comparing information to ensure it is in compliance with laws, rules, and procedures. Demonstrated professional* experience working according to detailed policies, procedures, and deadlines. Demonstrated professional* experience utilizing general PC software applications, including Microsoft Office and/or Google Suite (e.g. Word, Excel, Google drive, Google forms, Google sheets etc.). Required Competencies:
The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview): Demonstrated written communication skills, including the ability to convey information to various stakeholders in a clear, accurate, and concise written manner; Demonstrated verbal communication skills, including the ability to effectively convey information to audiences in a concise manner; Demonstrated attention to detail; Sound judgment and the confidence to make decisions on a routine basis; Demonstrated critical thinking and analytical skills, including having the ability to evaluate information in order to apply knowledge and to decide on the most appropriate course of action; Demonstrated creativity and flexibility, including the ability to adapt to shifting priorities and handle additional work assignments in a fast-paced work environment; Organizational skills, including prioritizing, planning, and time management in order to meet deadlines; Customer service skills, including the ability diplomatically interact with difficult customers, to navigate difficult conversations, and maintain communication with stakeholders; Interpersonal skills, including the ability to collaborate and maintain relationships with internal and external stakeholders; Ability to work with, educate, and guide regulated entities into compliance; Ability to digest information and neutrally relay it to stakeholders that may hold competing interests; Demonstrated ability to understand and abide by workplace principles, practices and behaviors as internally identified and defined by the division and department; Demonstrated ability to read, understand, interpret, apply,