The PUC Compliance Coordinator is responsible for overseeing the daily operations of the PUC Compliance team and responding to escalated disputes and informal/formal complaints to the Pennsylvania Public Utility Commission (PA PUC), Attorney General-PA Office of Consumer Advocate, Better Business Bureau, Mayor's 311, local, state, and federally elected officials, and other entities as necessary.
RESPONSIBILITIES
Investigate, respond and track inquiries, disputes, informal and formal complaints filed with the PA PUC.
Research and respond to all customer service issues.
Communicate directly with PA PUC and other third parties to resolve customer issues and work closely with Attorney General-PA Office of Consumer Advocate, Better Business Bureau, Mayor's 311 and local, state and federal elected officials.
Review infractions and violations, and, as necessary, prepare and submit reports and recommendations to the PUC Compliance Manager.
Provide daily management on customer related regulatory issues and maintain up to date information on PWSA policies and procedures, tariffs, rules, and regulations.
Conduct an analysis of justified complaints, and prepare recommendations for improvements, as well as submit corrective actions to the appropriate supervisor for follow-up.
Work with other departments to prepare and provide training on PA PUC regulations/compliance and conduct compliance training for Customer Service Representatives.
Create monthly/quarterly reports on disputes, informal complaints, payment arrangement requests, formal complaints, and corrective actions.
Prepare and submit required reports, including responses to alleged violations, to the PA PUC by the given deadlines; ensure staff meet strict regulatory deadlines.
Provide support and development to staff through performance management, coaching, training, motivation, and discipline.
Perform other related tasks as assigned or required.
KNOWLEDGE, SKILLS & ABILITIES
Strong knowledge of PA Public Utility Commission Regulations including 52 PA Code, Chapters 56, 61, and 65, and 66 PA Chapter 14.
Excellent verbal and written communication skills.
Proficient in Microsoft Office software including Word, Excel, and PowerPoint.
Ability to learn billing systems and other systems or third-party services as necessary.
Ability to create and analyze reports.
EDUCATION / EXPERIENCE REQUIREMENTS
The following requirements list the minimum education/training/experience required to qualify for this job.
An equivalent combination of education and/or experience may be accepted.
Bachelor's Degree from an accredited four-year college or university in Business Management or a related field.
Five years of related experience in a regulatory environment.
GENERAL REQUIREMENTS
Applicant must present a current, valid Class C (Class 1) Motor Vehicle Operator's License at the time of application or prior to appointment.
A valid driver's license must be maintained throughout employment.
Applicant must have permanent residency in Allegheny County at time of appointment and remain a permanent resident throughout employment with the PWSA.
Verification of Allegheny County residence is required at time of filing application.
SUPERVISION EXERCISED / RECEIVED
Will directly supervise Compliance Analysts / Will receive supervision directly from the PUC Compliance Coordinator.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The physical demands consist of walking, climbing stairs, finger movements including fine dexterity and coordination, hearing conversation, seeing near and far, and speaking clearly.
Frequently bending, stooping, repetitive leg and arm movements, lifting up to 25 lbs.
CONDITIONS
While performing the duties of this job, the employee is regularly exposed to a moderate or quiet noise level in the office work environment.
Subject to remain on duty beyond normal hours or during emergency situations or other extensive periods.
MEDICAL EXAMINATION
Employment may be contingent upon the results of a post-offer (initial employment or promotion) physical examination performed by the Authority's examining physician.
DRUG TESTING
Employment may be contingent upon the results of a post-offer (initial employment or promotion) drug screening.
Continued employment may be subject to drug, and alcohol testing conducted without advance notice and without individualized suspicion.
PRE-EMPLOYMENT BACKGROUND INVESTIGATION
Ability to successfully pass a thorough investigation consisting of a criminal history check, verification of prior employment and performance, reference, and credentials checks, and in some cases credit history.
Applicants are subject to a System for Award Management (SAM) or any successor system search as maintained by the General Services Administration (GSA) to ensure compliance with federal procurement and non-procurement programs.
Applications: You may be considered for other available positions based on qualifications provided on your employment application.
If you have questions regarding your application, please contact the Human Resources Department at:
PWSA Human Resources Department 1200 Penn Avenue Pittsburgh, PA 15222 412-255-8800 ****** An Equal Opportunity Employer: The Pittsburgh Water and Sewer Authority (PWSA) is proud to be an Equal Employment Opportunity Employer.
We do not discriminate based on any legally protected statuses, including, but not limited to race, color, ancestry, religion, national origin, sexual orientation, age, marital or family status, disability, gender, gender identity or expression, pregnancy status, or veteran status.
PWSA is committed to providing candidates with reasonable accommodations for those with disabilities during our recruiting process; if you need assistance, please contact us at ****** or 412-255-8800.
Position: Public Utility Commission (PUC) Compliance Coordinator
Division: Customer Service
Salary: $67,000-$80,400
Salary Range: 6
FLSA: Exempt
Application Deadline: 10/25/2024
Other details Pay Type Hourly
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