Compliance Specialist I - DORA: PUC Hybrid

Consumer Affairs Unit Position

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 ratepayer issues via consumer contact. The public contacts our unit via phone, in person, letter, email, and online.

Position: SGA 5141

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 comply 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 collateral.

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 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, or in a field of study related to the work environment; AND
• Two (2) years of full-time professional
  * work experience in 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,…