CONSUMER PROGRAM SPECIALIST 2 – UTC

Description

WASHINGTON UTILITIES AND TRANSPORTATION COMMISSION

Respect. Professionalism. Integrity. Accountability.

Help protect the consumers of Washington state! 

Consumer Program Specialist 2*

Salary Consideration: Range 48, Step A ($50,328) – Step L ($66,012) annually.

• Hiring Option: Consumer Program Specialist 1 In-Training to Consumer Program Specialist 2.

Salary Consideration: Range 42, Step A ($43,716) – Step L ($56,880) annually.

(In-Training may be considered depending on candidate’s qualifications)

The starting employment offer will be determined based on the successful candidates’ qualifications. Typically Step M of the pay range is a longevity step. This recruitment may be used to filled multiple vacancies. 

This recruitment is open until Sunday, September 29 at 11:59pm.

UTC reserves the right to render a hiring decision and/or choose to close or extend this recruitment at any given time.

The Opportunity:

The Washington Utilities and Transportation Commission (UTC) is seeking to fill the role of Consumer Program Specialist 2 within the Consumer Protection Division. Depending on the selected candidate’s qualifying experience, this position may be filled at the Consumer Program Specialist 1 level, with a 12-month training plan. The candidate will advance to the goal class of Consumer Program Specialist 2 upon successful completion of the training plan.

This position works with external stakeholders by receiving inquiries and resolving consumer complaints received to the commission, directly supporting the mission of the UTC by ensuring consumers are treated fairly, and that regulated companies are following commission laws, rules, and policies. 

Hybrid: 

Although this is a hybrid opportunity, the successful incumbent must reside within Washington state and must be available to report to the Lacey, Washington headquarters building as needed.

Who We Are: 

Our mission is to protect the people of Washington by ensuring that investor-owned utility and transportation services are safe, equitable, reliable, and fairly priced. 

We protect consumers by regulating the rates, services, and practices of private or investor-owned utilities and transportation companies to ensure they are safe, equitable, reliable, and affordable.

The UTC is continually recognized for its excellence and integrity as a regulatory agency, as we challenge the status quo and ourselves to ensure equitable outcomes for our customers and the people of Washington State.

We recognize that our employees are the key to the agency’s success. We are committed to our work but value balance with our personal lives. We demonstrate our commitment to employees by providing an environment that stimulates professional growth, and offers continuing learning opportunities, meaningful work, and a comprehensive benefits package. For more information about our benefits or working at UTC, please visit our website.

What We Offer Our Employees:

• UTC fosters an environment of diversity, equity, inclusion and belonging, while striving to hire and retain a workforce from the communities we serve. 
• We place importance on a healthy balance between personal and professional lives; offering flexible work schedules, wellness programs, and mobile/telework opportunities.
• Through the state, our employees (and their families) are offered options for medical, dental, vision and basic life insurance. 
• We offer enrollment into the state retirement programs and a deferred compensation plan. 
• Throughout a calendar year, employees receive a minimum of 14 days of vacation leave per year and 11 paid holidays and 1 personal holiday in addition to accruing sick leave.

Duties

The Position:

Reporting to the Consumer Protection Manager, a Consumer Protection Specialist uses their highly polished customer service skills and proven research techniques to intake and resolve consumer complaints of commission regulated companies.

What you’ll do:

Serving as a member of the Consumer Protection Team, conducts investigations and resolves assigned consumer complaints regarding commission regulated companies. This is achieved by researching appropriate statutes, rules, or tariffs, and analyzing data obtained from companies. Working with the customer and a representative from the business, the Consumer Protection Specialist resolves disputes; mediating, facilitating, and negotiating as needed. 

Additionally, the incumbent determines whether the company’s conduct complies with relevant statutes, rules, tariffs, and contracts. If business practices do not conform, provides technical assistance to the firm illustrating how to meet the applicable regulatory requirement.

Additional duties include, but aren’t limited to the following: 

• In a call center environment, answers incoming telephone calls placed through the consumer complaint hotline. 
• Investigates the customer’s claims by researching the appropriate statute, rule, or tariff, and analyzing data obtained from the company. 
• Works with the customer and a representative from the company to resolve the customer’s dispute, mediating, facilitating, and negotiating as needed. 
• Records communications between staff, customers, and company representatives in the complaint database; document actions taken during investigations, findings, and rule violations for potential use in formal actions before the commission, to identify companies whose business practices warrant investigation, and to respond to public records requests. 
• Researches and responds to inquiries about services provided by regulated companies.
• Communicates with consumers via telephone or e-mail, providing information and advice about their rights and the different service actions available to them. 
• Directs consumers to informational resources or provide them with UTC published consumer information. 

Qualifications

Required Qualifications:

For the Consumer Program Specialist 2: 

Three (3) years of experience conducting professional level research, dispute resolutions, investigations, or claims adjustments. OR one (1) year as a Consumer Program Specialist or equivalent.

For the CPS1 In-Training to CPS2: 

Two (2) years of experience conducting professional level research, dispute resolutions, investigations, or claims adjustments.

The ideal candidate will also demonstrate the following:

• Intermediate knowledge of Microsoft products – Outlook, Word, Excel, and computer systems to enter data and information. Experience using computer software to communicate, track, record, and document actions and outcome.
• Analytical Skills and Critical Thinking – Use of a variety of techniques to evaluate information, inquiries, and complaints to determine a company’s compliance with rules and laws; make recommendations for corrective action. Mediate, negotiate, and resolve disputes among two or more parties. 
• Writing and Communication – Effectively translates complex or technical concepts into messages others can readily understand. Listens carefully, reflects upon what is being said, and presents clear and accurate information. Adapts communication styles and tools to ensure that information is accessible to everyone. Read, comprehend, and interpret written material, and be consistent with the commission’s Plain Talk principles and Style Guide.
• Basic Math Skills – Use of math and basic accounting skills to analyze company responses to billing disputes. 

Demonstration of UTC Values (expected of all employees) 

• Respect: We treat every person and interaction with consideration and goodwill. 
• Professionalism: We are committed to excellence in our work and conduct. 
• Integrity: We do the right things for the right reasons- trusting others to do the same. 

Demonstration of EDI Competencies and Core Competencies (expected of all employees) 

• Accountability – With courage, we hold ourselves and each other accountable for exhibiting respect, professionalism, and integrity. 
• DEI Knowledge, Understanding, & Commitment – Ability to be exposed to, know, and understand the language and concepts of DEI and be committed to being part of creating, maintaining, and improving a diverse, equitable, respectful, and inclusive workplace. 
• Self-Awareness and Commitment to Growth – Engages in self-reflection, lifelong learning, and growth. 
• Cultivating Mutually Beneficial and Trusting Strategic Partnerships – Conducts themselves in a manner that builds trust, enhances work relationships, and meaningfully partner and engage with those they serve and serve with. 
• Inclusive Excellence & Allyship – Ability to demonstrate that all people are valued and engaged as members of the group, team, organization, or community through equitable, inclusive, and respectful behavior. 
• Measuring Success and Improvement – Ability to develop, implement, evaluate, and continually improve strategies that promote equity and inclusion in their organization and with the communities they serve. 
• Customer Focus – Responsive to both internal and external customers. Works with customers to identify needs; assumes responsibility for own role in meeting those needs. Ensures commitments to customers are met. Receptive to customer feedback. 
• Results Focus – Accepts personal accountability for individual results or share of team results. Manages workload and interpersonal relationships to achieve results: prioritizes tasks appropriately, overcomes obstacles, works with others as necessary, and meets deadlines and quality standards. 
• Communication Skills – Demonstrates communication skills (reading comprehension, writing, listening, speaking) appropriate to the position. Shows respect and courtesy in interpersonal communications. 
• Adaptability/Flexibility – Open to new ideas. Responds constructively to change and stressful situations. In consultation with supervisor, adjusts plans to meet changing needs. 
• Self-Development – Demonstrates proactive learning. Keeps knowledge and skills up to date. Solicits and accepts constructive feedback. Seeks developmental assignments to improve skills. Turns challenges into learning opportunities. 
• Continuous Process Improvement – Utilizes Lean tools and principles to continuously identify improvements, solve problems, and improve work processes. Participates on process improvement projects/teams. Actively engages in section/division huddles and incorporates visual management into daily work. 

Desired Qualifications:

• Bachelor’s degree in public administration, business administration, or communications. 
• One year, or more, of experience working in a call-center atmosphere, handling multiple in-bound calls during a scheduled workday.

Supplemental Information

READ THE FOLLOWING INFORMATION COMPLETELY: 

• This position is represented by the Washington Federation of State Employees (WFSE). 
• This position is covered by the overtime requirements of the Fair Labor Standards Act.
• Ensure the accuracy, spelling, and grammar of your application and any requested attachments before submitting.

How to Apply:

If you’re interested in joining our Team, please read the instructions below carefully; click “Apply” at the top of the page to begin the process.

Your application will only be considered complete if the following attachments are submitted with you application:

1. Letter of Interest describing how you meet the position qualifications and why you believe you are the ideal candidate. 
2. Resume detailing your applicable experience and education.
3. References: At least three (3) professional references with current telephone numbers and email addresses; one (1) contact MUST be your current or most recent supervisor.

The initial screening of candidates will be solely based on the contents and completeness of the application, including answers provided to the Supplemental Questionnaire, along with the required attachments – letter of interest, resume, and references submitted as part of the application process. 

Please note that a resume will not substitute for completing the “work experience” section of the application or vice versa.

All information may be verified, documentation may be required for verification. Candidates may be disqualified if the education and/or work experience does not include information used to meet the minimum qualifications of the job.

The UTC is an equal opportunity employer. We want to make sure you have an equal opportunity to join our team. Our commitment is making sure current and future employees are treated fairly and equally without regard to age, sex (including gender identity), race, ethnicity, disability, sexual orientation, veteran status, marital status, or religious or political affiliation.

Persons needing accommodation in the application process or this announcement in an alternative format may contact [email protected]. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.

For more information about the UTC, please visit:

www.utc.wa.gov, www.twitter.com/wautc and www.facebook.com/wautc

The State of Washington:

http://access.wa.gov 

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That’s why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees’ Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems’ web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165. 

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 12-31-2022

Read Full Description