Compliance Specialist I - DORA: PUC Hybrid.
State of Colorado, Denver, CO, United States
Position
SGA 5141 – Assigned to the Consumer Affairs unit at the Public Utilities Commission (PUC). The 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 resolves consumer complaints with utility companies and regulated transportation carriers. The program's workload includes handling approximately 500 consumer phone calls each month and filing up to 250 complaint cases.
Duties
Contact each regulated entity with each consumer complaint, uncovering 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 be 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)
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: A Combination of Education and Experience
Associate’s degree in business, political science, economics, public administration, sociology, communication, public relations, or a related field of study, 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.
Education Substitution
College, university, or non-correspondence business school coursework from an accredited institution in a related field may substitute for the experience on a year-for-year basis (up to three (3) years). A transcript verifying the required credits must be provided by the application deadline.
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 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 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).
Required Competencies
Demonstrated written communication skills, including ability to convey information to various stakeholders in a clear, accurate, and concise manner.
Demonstrated verbal communication skills, including ability to effectively convey information to audiences concisely.
Demonstrated attention to detail.
Sound judgment and confidence to make decisions on a routine basis.
Demonstrated critical thinking and analytical skills, including ability to evaluate information to apply knowledge and decide on the most appropriate course of action.
Demonstrated creativity and flexibility, including ability to adapt to shifting priorities and handle additional work assignments in a fast-paced environment.
Organizational skills, including prioritizing, planning, and time management to meet deadlines.
Customer service skills, including ability to diplomatically interact with difficult customers and maintain communication with stakeholders.
Interpersonal skills, including 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 internal to 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 ability to work independently and learn new processes with minimal supervision.
Demonstrated professional demeanor.
Knowledge and understanding 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 background check.
Ability to travel independently, including work in-office as required by business need and scheduled by the supervisor.
Equal Opportunity Employment 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.
ADA Accommodation Statement DORA is committed to the full inclusion of all qualified individuals. The agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, and participating in the employee selection process.
#J-18808-Ljbffr
Duties
Contact each regulated entity with each consumer complaint, uncovering 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 be 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)
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: A Combination of Education and Experience
Associate’s degree in business, political science, economics, public administration, sociology, communication, public relations, or a related field of study, 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.
Education Substitution
College, university, or non-correspondence business school coursework from an accredited institution in a related field may substitute for the experience on a year-for-year basis (up to three (3) years). A transcript verifying the required credits must be provided by the application deadline.
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 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 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).
Required Competencies
Demonstrated written communication skills, including ability to convey information to various stakeholders in a clear, accurate, and concise manner.
Demonstrated verbal communication skills, including ability to effectively convey information to audiences concisely.
Demonstrated attention to detail.
Sound judgment and confidence to make decisions on a routine basis.
Demonstrated critical thinking and analytical skills, including ability to evaluate information to apply knowledge and decide on the most appropriate course of action.
Demonstrated creativity and flexibility, including ability to adapt to shifting priorities and handle additional work assignments in a fast-paced environment.
Organizational skills, including prioritizing, planning, and time management to meet deadlines.
Customer service skills, including ability to diplomatically interact with difficult customers and maintain communication with stakeholders.
Interpersonal skills, including 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 internal to 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 ability to work independently and learn new processes with minimal supervision.
Demonstrated professional demeanor.
Knowledge and understanding 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 background check.
Ability to travel independently, including work in-office as required by business need and scheduled by the supervisor.
Equal Opportunity Employment 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.
ADA Accommodation Statement DORA is committed to the full inclusion of all qualified individuals. The agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, and participating in the employee selection process.
#J-18808-Ljbffr