CONSUMER PROGRAM SPECIALIST 2 - UTC

$50,328 - $66,012/Yr

State of Washington - Lacey, WA

Full-time - Entry Level

Hybrid - Lacey, WA

Executive, Legislative, and Other General Government Support

About the position

The Consumer Program Specialist 2 position at the Washington Utilities and Transportation Commission (UTC) is responsible for protecting consumers by resolving complaints against regulated companies. This role involves conducting investigations, mediating disputes, and ensuring compliance with relevant laws and regulations. The position supports the mission of the UTC by ensuring fair treatment of consumers and adherence to commission policies. It offers a hybrid work environment, requiring the incumbent to reside in Washington state and report to the Lacey headquarters as needed.

Responsibilities

• Conduct investigations and resolve assigned consumer complaints regarding commission regulated companies.
• Research appropriate statutes, rules, or tariffs, and analyze data obtained from companies.
• Mediate, facilitate, and negotiate disputes between customers and company representatives.
• Determine compliance of company conduct with relevant statutes, rules, tariffs, and contracts.
• Provide technical assistance to firms on meeting regulatory requirements.
• Answer incoming telephone calls placed through the consumer complaint hotline.
• Document actions taken during investigations, findings, and rule violations in the complaint database.
• 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.

Requirements

• Three (3) years of experience conducting professional level research, dispute resolutions, investigations, or claims adjustments.
• One (1) year as a Consumer Program Specialist or equivalent for the Consumer Program Specialist 2 level.
• Two (2) years of experience conducting professional level research, dispute resolutions, investigations, or claims adjustments for the CPS1 In-Training to CPS2.

Nice-to-haves

• 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.

Benefits

• Flexible work schedules
• Wellness programs
• Mobile/telework opportunities
• Medical, dental, vision, and basic life insurance options
• Enrollment into state retirement programs and a deferred compensation plan
• Minimum of 14 days of vacation leave per year
• 11 paid holidays and 1 personal holiday in addition to accruing sick leave