Regulatory Compliance Spec

Responsibilities

• Analyze PUC informal complaints and violations and prepare responses.
• Serve as the PUC liaison and ensure systemwide consistency in the application of Chapter 56 regulations and other PUC guidelines.
• Build effective working relationships and credibility with PUC investigators who process informal complaints from customers.
• Conduct root cause analyses of PUC violations and justified complaints.
• Develop process improvements to support the goals and objectives of the CCC, coach, counsel, and train employees as appropriate.
• Identify opportunities to strengthen processes or to apply technology applications in ways that improve efficiency and customer satisfaction.
• Conduct training and/or provide communication materials to ensure consistency among the CCC and our contractors in applying Chapter 56 requirements.
• Act as an in-house expert on the interpretation and application of Chapter 56 regulations related to disputes, complaint handling and collections.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

• Required: Bachelor's Degree or an equivalent combination of education or experience.
• 5+ years’ experience in Customer Services' operations.
• In-depth knowledge of PUC Chapter 56 regulations and other PUC guidelines.
• Knowledge of the customer information system, and company policies and procedures in dealing with customers.
• Effective working relationships with internal and external clients.
• Strong oral and written communication skills.
• Experience with PC application such as Microsoft Word, Excel, and access.