Compliance Specialist I - DORA: PUC Hybrid
State of Colorado, Denver, CO, United States
Hybrid Workplace Arrangement
Although this position will be designated under the department’s hybrid workplace program, it will still be required to report to the department office on a scheduled basis and at the discretion of the supervisor, based on business needs.
DORA Benefits
Employer-sponsored RTD EcoPass, with offices located at Civic Center Plaza, above the RTD Civic Center station and just a few blocks from RTD light rail.
Extensive work‑life programs such as flexible schedules, training and professional development opportunities on a wide variety of subjects, and more!
Employee wellness programs, including the Colorado State Employee Assistance Program (CSEAP), which provides free, confidential counseling services.
Bike‑to‑work programs, including access to storage lockers and bike racks.
Flexible retirement benefits, including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans.
Medical and Dental Health Insurance for employees and optional coverage for their dependents.
Life Insurance for employees, and optional coverage for their dependents.
Paid Time Off, including 11 paid holidays.
Short‑ and long‑term disability coverage.
Tuition assistance program.
Public Utilities Commission (PUC) Overview 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.
Position Overview The position resolves disputes between the rate payers and utilities, as well as between the public and various regulated transportation carriers. It 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
Contact the regulated entity with each consumer complaint and uncover possible violations by interviewing or investigating both the complainant and the regulated entity.
Advise utility companies when they are not in compliance with Colorado Statutes, PUC rules, and company tariffs and urge them to compliance through direct contact and negotiation.
Watch 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.
Educate ratepayers about unfamiliar concepts, theories, and industry practices.
Work with all Spanish‑speaking consumers and is able to speak, read, and write fluently in Spanish to assist the public and PUC staff members.
Translate customer‑facing written materials, including ‘FYIs’, customer notices, news releases, and other documents for the PUC’s website from English to Spanish.
Translate public comments written in Spanish to English.
Assist the division with all Spanish translation needs and collaterals.
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 (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: 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 a related field; AND
Two (2) years of full‑time professional work experience in a state government agency, utilities (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.
College, university, or non‑correspondence business school coursework from an accredited institution in business, political science, economics, public administration, sociology, communication, public relations, or a related field 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.
Special Requirements
Must be completely fluent in speaking, reading, and writing Spanish, and translating Spanish to English and English to Spanish.
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 (Word, Excel, Google Drive, Google Forms, Google Sheets, etc.).
Required Competencies
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, and explain laws, rules, policies, and procedures.
Ability to travel independently, including work in‑office, as required by business need and scheduled by the supervisor.
Integrity and high ethical standards.
Accountability, reliability, including attendance.
Ability to maintain confidential, controversial, or sensitive information.
Self‑starter, including the ability to work independently, learn new processes, utilize own knowledge and that of supervisor, and complete work with minimal supervision.
Demonstrated professional demeanor.
Knowledge and understanding in the use of PC software applications including Microsoft Office (Access, Word, Excel, etc.) and Google Suite (Docs, Sheets, Slides, Calendar, etc).
Conditions of Employment
Successful passing of a reference check and/or, if required, a background check.
Ability to travel independently, including work in‑office, as required by business need and scheduled by the supervisor.
Equal Opportunity Statement The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.
The State is resolute in non‑discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.
ADAAA Accommodations DORA is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre‑employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator at dora_adacoordinator@state.co.us.
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DORA Benefits
Employer-sponsored RTD EcoPass, with offices located at Civic Center Plaza, above the RTD Civic Center station and just a few blocks from RTD light rail.
Extensive work‑life programs such as flexible schedules, training and professional development opportunities on a wide variety of subjects, and more!
Employee wellness programs, including the Colorado State Employee Assistance Program (CSEAP), which provides free, confidential counseling services.
Bike‑to‑work programs, including access to storage lockers and bike racks.
Flexible retirement benefits, including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans.
Medical and Dental Health Insurance for employees and optional coverage for their dependents.
Life Insurance for employees, and optional coverage for their dependents.
Paid Time Off, including 11 paid holidays.
Short‑ and long‑term disability coverage.
Tuition assistance program.
Public Utilities Commission (PUC) Overview 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.
Position Overview The position resolves disputes between the rate payers and utilities, as well as between the public and various regulated transportation carriers. It 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
Contact the regulated entity with each consumer complaint and uncover possible violations by interviewing or investigating both the complainant and the regulated entity.
Advise utility companies when they are not in compliance with Colorado Statutes, PUC rules, and company tariffs and urge them to compliance through direct contact and negotiation.
Watch 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.
Educate ratepayers about unfamiliar concepts, theories, and industry practices.
Work with all Spanish‑speaking consumers and is able to speak, read, and write fluently in Spanish to assist the public and PUC staff members.
Translate customer‑facing written materials, including ‘FYIs’, customer notices, news releases, and other documents for the PUC’s website from English to Spanish.
Translate public comments written in Spanish to English.
Assist the division with all Spanish translation needs and collaterals.
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 (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: 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 a related field; AND
Two (2) years of full‑time professional work experience in a state government agency, utilities (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.
College, university, or non‑correspondence business school coursework from an accredited institution in business, political science, economics, public administration, sociology, communication, public relations, or a related field 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.
Special Requirements
Must be completely fluent in speaking, reading, and writing Spanish, and translating Spanish to English and English to Spanish.
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 (Word, Excel, Google Drive, Google Forms, Google Sheets, etc.).
Required Competencies
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, and explain laws, rules, policies, and procedures.
Ability to travel independently, including work in‑office, as required by business need and scheduled by the supervisor.
Integrity and high ethical standards.
Accountability, reliability, including attendance.
Ability to maintain confidential, controversial, or sensitive information.
Self‑starter, including the ability to work independently, learn new processes, utilize own knowledge and that of supervisor, and complete work with minimal supervision.
Demonstrated professional demeanor.
Knowledge and understanding in the use of PC software applications including Microsoft Office (Access, Word, Excel, etc.) and Google Suite (Docs, Sheets, Slides, Calendar, etc).
Conditions of Employment
Successful passing of a reference check and/or, if required, a background check.
Ability to travel independently, including work in‑office, as required by business need and scheduled by the supervisor.
Equal Opportunity Statement The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.
The State is resolute in non‑discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.
ADAAA Accommodations DORA is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre‑employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator at dora_adacoordinator@state.co.us.
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