ADMINISTRATIVE SPECIALIST II Lead Investigator II

About the role

The Maryland Public Service Commission (Commission) is seeking an Administrative Specialist II to work in the Compliance & Enforcement unit or the Dispute Resolution Unit within the Consumer Affairs Division (CAD). The Commission regulates Maryland utilities, including gas, electric, and telephone carriers, as well as for-profit water and sewage disposal companies, and has authority to license gas and electric suppliers, adopt complaint procedures, and establish consumer protection standards. CAD serves as the Commission's Dispute Resolution Office, answering utility customer questions, investigating service complaints, and enforcing the Commission's statutes, regulations, and orders. The role requires skills in administrative investigation, report writing, and applying the law to facts to make independent decisions, with the ability to rapidly acquire understanding of complex matters. The work environment is located in downtown Baltimore/Inner Harbor, transit‑friendly near the Metro (Charles Center), Light Rail (Baltimore Arena), and numerous bus stops, with a smart casual dress code and a collaborative team atmosphere.

Responsibilities

• Works with Intake Specialists to investigate complaints received from citizens against regulated companies.
• Evaluates and relates facts to compliance requirements, citing applicable laws, regulations, Commission Orders, and tariffs.
• Drafts written first‑level adjudication of regulatory violations after considering investigation results.
• Communicates effectively and professionally with citizens, regulated companies, co‑workers, and others both verbally and in writing, including explaining the basis of determinations.
• Receives, comprehends, and responds promptly and appropriately to verbal and written communications.
• Consistently utilizes CAD’s database to promote data‑driven decisions and ensure complaint case files are complete.
• Performs weekly or biweekly self‑audits of assigned complaint cases to ensure timely resolution.
• Remains knowledgeable on and seeks professional development in evolving Maryland law, regulation, tariffs, Commission Orders, and current events.
• Drafts and proofreads reports, letters, emails, and other materials related to utility consumer affairs, compliance, and education/training.
• Assists in preparation of records for Public Information Act requests and similar matters.
• Maintains confidentiality and clear, comprehensive records of investigations.
• Maintains a positive, professional relationship with representatives of regulated utilities, the Commission, elected officials, agencies, and other stakeholders.

Requirements

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: One year of experience performing administrative staff, clerical, clerical technical, or secretarial work.

Notes: Candidates may substitute 30 credit hours from an accredited college or university for the required experience. Candidates may substitute U.S. Armed Forces military service experience as a non‑commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year‑for‑year basis for the required experience.

Special Requirements: Candidates may be responsible for providing their own transportation as needed to access meetings, remote locations, and job destinations as assigned.

Qualifications

Desired or preferred qualifications include experience in report writing and/or applying law or regulation to a set of facts; proficiency with Microsoft Office Suite (Word, Excel, PowerPoint); experience working with Salesforce or other CRM or case management software; experience in the energy sector, public utility field, administrative enforcement proceedings, public policy, or consumer protection.

Skills

• Administrative investigation
• Report writing
• Applying law or regulation to factual scenarios
• Rapid acquisition of understanding of complex matters
• Effective verbal and written communication
• Data‑driven decision making using CAD’s database
• Conducting self‑audits for timely case resolution
• Drafting and proofreading reports, letters, and emails
• Maintaining confidentiality and comprehensive records
• Building and maintaining professional relationships with stakeholders

Benefits

State of Maryland benefits are provided.