Compliance Specialist I - DORA: PUC Hybrid

State of Colorado•Denver, CO

12h•Hybrid

About The Position

The Department of Regulatory Agencies (DORA) is dedicated to preserving the integrity of the marketplace and is committed to promoting a fair and competitive business environment in Colorado. Consumer protection is our mission. DORA values and promotes diversity, supporting a workplace that is inclusive of people from different backgrounds and experiences; creating an environment that is reflective of our communities; promoting positive relationships; and putting forth unique perspectives to fulfill our mission. The Department'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. This 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.

Requirements

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.
Associate’s Degree 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.
College, university, or non-correspondence business school coursework from an accredited institution in business, political science, economics, public administration, sociology, communication, public relations, or in a field of study related to the work assignment may substitute for the experience on a year-for-year basis (up to three (3) years).
Must be completely fluent and speaking, reading, and writing in Spanish, and translating Spanish to English and English to Spanish. Document this experience in your application IN DETAIL , as your experience will not be inferred or assumed. Part time experience will be prorated.

Nice To Haves

Demonstrated professional experience working in a state government agency, in a regulatory environment, utilities (i.e. gas and electricity) industry, telecommunications industry, and/or transportation industry.
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 in 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 it is in 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 etc.).

Responsibilities

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.
Assisting the division with all Spanish translation needs and collateral.

Benefits

Employer-sponsored RTD EcoPass
Extensive work-life programs such as flexible schedules, training and professional development opportunities on a wide variety of subjects, and more!
Employee wellness programs, including the Colorado State Employee Assistance Program (CSEAP), which provides free, confidential counseling services.
Bike-to-work programs, including access to storage lockers and bike racks.
Flexible retirement benefits, including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans.
Medical and Dental Health Insurance for employees and optional coverage for their dependents.
Life Insurance for employees, and optional coverage for their dependents.
Paid Time Off, including 11 paid holidays.
Short- and long-term disability coverage.
Tuition assistance program.