Assistant/Associate Customer Services Compliance Specialist - Customer Service Analytics - Fairmont MonPower Transmission

FirstEnergy • Fairmont, WV

39d • Onsite

About The Position

This position is responsible for receiving, investigating, coordinating, and responding to customer inquiries and complaints received through utility commissions, other agencies, Company officers, and/or Company processes. The Compliance Specialist also prepares responses and reports, supports regulatory requests and audits, identifies justified complaints, and works with internal teams to reduce compliance risk, improve processes, and support positive customer outcomes.

This is a full-time, on-site position located in Akron, OH; Reading, PA; or Fairmont, WV. Supervisory assignment will be based on the selected candidate’s work location: Tiffany Latocha for Fairmont and Gina Dietrich for Akron or Reading.

Requirements

• Proficiency in Microsoft Office applications, including Excel, PowerPoint, and Word.
• Demonstrated questioning attitude, initiative to learn, ability to produce results, and commitment to professional development.
• Knowledge of basic research techniques.
• Problem-solving and decision-making abilities.
• Ability to deliver quality, accurate work within established deadlines.
• Strong written and verbal communication skills and the ability to work in a team environment.
• Time-management skills.
• Basic understanding of state-specific regulations and tariffs.
• Ability to comprehend Company procedures.
• Basic understanding of compliance databases and complaint processes.
• Desire to continue learning, growing, working across FirstEnergy, and delivering results.

Nice To Haves

• SAP/CRM experience preferred.

Responsibilities

• Develop and maintain positive working relationships with commission staff and provide customer information and service records.
• Evaluate Company policies and procedures that may contribute to customer complaints, identify potential process improvements, and share findings and recommendations with appropriate management.
• Stay current on changes to Company procedures and utility commission regulations and policies.
• Communicate changes to appropriate Company employees and help ensure processes remain consistent with applicable policies and regulations.
• Use complaint databases to receive, send, and maintain records of complaint correspondence.
• Identify justified compliance concerns and violations of regulations.
• Assist management and coworkers by following well-defined practices and procedures.
• Demonstrate a strong commitment to all aspects of safety.
• Conduct business-specific research, gather data, and compile reports and summaries.
• Provide effective internal and/or external customer service.
• Build and maintain a strong working knowledge of applicable policies, practices, procedures, and regulatory requirements through formal and informal learning opportunities.
• Develop effective working relationships within the immediate work group and with cross-functional partners to support timely and accurate complaint resolution.
• Represent the Company’s interests professionally.

Benefits

• competitive pay plus incentive compensation
• company-sponsored pension plan
• 401(k) savings plan with matching employer contribution
• choice of medical, prescription drug, dental, vision, and life insurance programs
• skills development training with tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree