What are the responsibilities and job description for the Consumer Program Specialist 2 position at State of Washington?
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 is open until Sunday, May 4, 2025 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 after seven (7) days from the date posted. Applications for this recruitment could be used to fill multiple permanent or non-permanent positions.
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 Consumer Program Specialist 2 upon successful completion of the training plan.
In a call center environment, 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.
Travel:
Occasional travel is required to attend training and meetings
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 the 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.
Our Values:
- 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.
Our Equity, Diversity, and Inclusion (EDI) Competencies:
- EDI Knowledge, Understanding, & Commitment.
- Self-Awareness and Commitment to Growth.
- Cultivating Mutually Beneficial and Trusting Strategic Partnerships.
- Inclusive Excellence & Allyship.
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 company illustrating how to meet the applicable regulatory requirement.
Additional duties include, but aren’t limited to the following:
- In a call center environment, answer incoming telephone calls placed through the consumer complaint hotline.
- Investigate the customer's claims by researching the appropriate statute, rule, or tariff, and analyzing data obtained from the company.
- Work with the customer and a representative from the company to resolve the customer's dispute, mediating, facilitating, and negotiating as needed.
- Record 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.
- Research and respond to inquiries about services provided by regulated companies.
- Communicate with consumers via telephone or e-mail, providing information and advice about their rights and the different service actions available to them.
- Direct consumers to informational resources or provide them with UTC published consumer information.
Required Qualifications:
The ideal Consumer Program Specialist 2 will be able to demonstrate proficient expertise in the following competencies (this may be gained through education, experience, or a combination of both):
Attention to Detail - Ability to ensure accuracy of completed work and compliance with related standards, policies, regulations and laws.
Basic Math Skills - Use of math and basic accounting skills to analyze company responses to billing disputes.
Critical Thinking - Skilled in analyzing information, identifying issues, deriving possible scenarios, determining options and selecting appropriate solutions.
Knowledge of Microsoft Products - Intermediate user of Outlook, Word, Excel, and other computer systems to enter data and information. Experience using computer software to communicate, track, record, and document actions and outcomes.
Investigations - Ability to gather, analyze, and interpret information to understand and solve complex issues. Requires a systematic approach to identifying facts, evaluating evidence, and forming conclusions.
Regulatory Knowledge - Understanding and familiarity with program policy, Revised Code of Washington (RCW), Washington Administrative Code (WAC), and federal laws, including industry regulations and compliance requirements.
Stakeholder Engagement and Communication - Maintain open lines of communication with stakeholders, updating them regularly on the progress of a case. Uses strong interpersonal skills to build and maintain relationships.
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. Reads, comprehends, and interprets written material, and be consistent with the commission's Plain Talk principles and Style Guide.
Desired Knowledge, Skills, Abilities, and Behaviors for the CPS2:
- Two (2) years of experience conducting professional level investigations, claims adjustments, or dispute resolutions; OR one (1) year as a Consumer Program Specialist 1 or equivalent job class.
- One (1) year, or more, of experience working in a call-center atmosphere, handling multiple in-bound calls during a scheduled workday.
- Bachelor's degree in public administration, business administration, or communications.
The ideal Consumer Program Specialist 1 in-training to CPS2 will demonstrate developing expertise in the competencies listed above which may be gained through education, experience, or a combination of both.
Desired Knowledge, Skills, Abilities, and Behaviors for the CPS1:
- One (1) year of experience conducting professional level investigations, claims adjustments, or dispute resolutions.
- One (1) year, or more, of experience working in a call-center atmosphere, handling multiple in-bound calls during a scheduled workday.
- Bachelor's degree in public administration, business administration, or communications.
Demonstration of the following:
EDI Competencies (expected of all employees):
EDI Knowledge, Understanding, & Commitment.
Self-Awareness and Commitment to Growth.
Cultivating Mutually Beneficial and Trusting Strategic Partnerships.
Inclusive Excellence & Allyship.
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.
UTC 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 changing 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.
READ THE FOLLOWING INFORMATION COMPLETELY:
- This position is represented by the Washington Federation of State Employees (WFSE).
- This position is overtime eligible per the 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 in addition. Please note, see resume will not substitute for completing the "work experience" section of the application or supplemental questionnaire.
- Letter of Interest describing how you meet the position qualifications and why you believe you are the ideal candidate.
- Resume detailing your applicable experience and education.
- 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.
All information may be verified, and 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 humanresources@utc.wa.gov. 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
Salary : $50,328 - $66,012
