Regulatory Compliance Specialist

NiSource•Lexington, KY

1d•$82,200 - $123,200

About The Position

The Regulatory Compliance Specialist provides state-specific regulatory compliance expertise within an enterprise framework. The role independently manages elevated and complex customer complaints, monitors compliance performance, interprets tariffs and regulatory requirements, and represents the company with regulators and other external stakeholders. It partners across functions to help the operating company meet regulatory obligations, resolve high-risk customer matters, and communicate emerging compliance or legislative impacts to leadership. The specialist exercises appropriate independence in routine case management, compliance review, analysis, and stakeholder coordination, applying judgment within established tariffs, regulations, policies, and delegated authority. Legal interpretations, significant compliance exposure, precedent-setting matters, and commitments outside delegated authority are escalated. The role also collaborates with peer specialists and corporate functions to promote consistency where requirements align.

Requirements

Bachelor's degree or equivalent experience.
1–3 years of experience in regulatory compliance, customer advocacy, complaint resolution, utility customer operations, regulatory affairs, or a related field.
Demonstrated ability to interpret and apply complex rules, tariffs, regulations, policies, and consumer protection requirements.
Experience independently managing sensitive, escalated, or high-risk customer or stakeholder matters through resolution.
Ability to analyze information, identify trends, and prepare accurate reports and written responses for leadership or external stakeholders.
Strong written and verbal communication skills, including the ability to explain complex requirements clearly and professionally.
Demonstrated judgment, discretion, organization, and ability to manage multiple priorities and deadlines.
Ability to work effectively across functions and build credibility with internal and external stakeholders.
Legal authorization to work in the United States without requiring employer sponsorship now or in the future.
Follow safety requirements, report hazards, and help maintain a safe environment for oneself and coworkers.

Nice To Haves

Experience in a regulated utility or similarly regulated industry.
Direct experience working with a state public utility commission or other regulatory agency.
Experience with formal complaint proceedings, mediation, investigations, hearing preparation, or testimony.
Knowledge of utility rate structures, customer service requirements, billing or work management systems, and compliance reporting.
Experience with statistical analysis, trend reporting, customer programs, training, or process improvement.

Responsibilities

Support specialized state or local operating company compliance activities, provide training and subject matter guidance, monitor regulatory and legislative developments, and communicate relevant impacts to leadership and business partners.
Establish and maintain relationships with regulatory commission staff, state agencies, legislators, municipal leaders, community partners, and other external stakeholders, and coordinate timely responses and follow-up commitments.
Analyze case data, compliance results, and performance metrics to identify trends, root causes, and opportunities for corrective action or process improvement.
Prepare accurate and timely compliance, complaint, customer program, and management reports for internal leadership and regulators, as required.
Conduct independent reviews of customer service and call center performance against state-specific compliance requirements, identify potential gaps or emerging risks, and support employee coaching and continuous improvement.
Coordinate mediation requests, formal complaint responses, case documentation, hearing preparation, and assigned testimony while balancing customer, company, and regulatory interests.
Resolve elevated and highly complex customer complaints escalated beyond standard customer service channels, including complaints received through regulatory commissions, legislators, Better Business Bureau channels, social media, executives, operating company leaders, and other internal or external sources.
Independently manage complaint investigations, documentation, reporting, and responses that may advance to formal regulatory hearings or proceedings.
Provide state-specific regulatory compliance guidance to leadership, Customer Care, Operations, Regulatory, Communications, Legal, and other business partners.
Interpret and apply state tariffs, regulations, consumer protection requirements, rate structures, and applicable company policies and procedures to support compliant business decisions.
Escalate legal interpretations, significant compliance exposure, precedent-setting matters, and commitments outside delegated authority.
Support emergency response efforts when required, potentially outside normal hours or outside typical responsibilities.