Consumer Program Specialist

Lacey, WA - USA

Yearly Salary: $ 57252 - 76968

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Description

Respect. Professionalism. Integrity. Accountability.

Help protect the consumers of Washington state!

Consumer Program Specialist 3

INTERNAL ONLY

Salary Range:52 Step A ($57252) Step L ($75108) annually.

The starting salary offer will be determined based on Article 42 of the Washington Federation of State Employees (WFSE) Collective Bargaining Agreement (CBA). Typically Step M of the pay range is a longevity step.

This recruitment is open until Thursday February 12 2026 at 5:00pm.

The Opportunity:

Serving as a consumer complaint team staff lead the Consumer Program Specialist 3investigates the most complex consumer complaints. It receives escalated complaints from consumers who disagree with staffs findings and makes determinations whether findings are correct or need to be changed. This position will investigate or assign complaints that are referred to the UTC by the governors office and/or by the legislature.

This position also serves as trainer for new consumer program specialists. Trains new consumer complaint team members and other division staff on UTC laws rules and company tariffs. It also trains staff on how to respond to and investigate consumer complaints and inquiries and how to process complaints in the complaint system (CRM).

Hybrid:

This is a hybrid opportunity. However the incumbent must be available to report to the Lacey headquarters building to meet business needs.

Travel:

Occasional travel during and outside normal work hours throughout the state for public meetings or hearings related to commission filings may be required.

Duties

Some of what youll do:

Provide guidance and instruction to complaint staff on investigating and processing consumer complaints.
Review and evaluate completed complaints for thoroughness and accuracy clarity and conciseness and compliance with established policies and procedures. Ensure complaint staff document the actions taken during the complaint process including rule violations in the CRM database to identify companies whose business practices warrant investigation by the compliance investigations team.
Receive escalated complaints from consumers who disagree with staffs findings and make determinations if staffs findings are correct or need to be changed.
Receive referrals from staff when assistance is needed to resolve issues and/or customers that are more difficult to answer/handle.
Respond to and investigate as appropriate consumer complaints referred by the Commissioners the Governors Office Legislative members and staff and municipal leaders.
As trainer train and instruct complaint team staff on UTC laws rules and company tariffs how to receive and investigate consumer complaints and how to prepare and document complete and comprehensive complaint records in CRM. Review in-training staffs investigative work before closure to ensure its complete.
Provide technical assistance to regulated companies and document the technical assistance in the Compliance Investigations Database. Discuss with the Consumer Protection Manager self-reporting cases and cases where the company strongly disagrees with commission staffs interpretation of the rules.
Assist the Administrative Assistant with responding to non-jurisdictional consumer inquiries to include drafting a written response.
Provide back up to the Administrative Assistant for deleting activities in CRM such as unsent email activities for complaint staff.

Additional duties include but arent limited to the following:

In a call center environment answer calls received to the Consumer Complaint hotline when staffing is low.
Records information in the complaints database about customer complaints regarding service from a company regulated by the commission.
Investigates the customers 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 customers dispute mediating facilitating and negotiating as needed.
Determines whether the companys conduct complies with relevant statutes rules tariffs and contracts. If the companys business practices do not comply provide technical assistance and explain to the company representative how to change the companys practice to meet the applicable regulatory requirement.
Maintain Consumer Complaint Manual keeping it updated.
Refer consumer complaints to the compliance investigations team for possible formal investigation.
Gather the monthly complaint team stats for the Workload Data Statistics to include providing quarterly numbers to the financial services team.

Qualifications

Required Qualifications:

Two (2) years as a Consumer Program Specialist.

Ability 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 commissions Plain Talk principles and Style Guide.

Diversity Equity and Inclusion (DEI)Competencies (expected of all employees):

The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
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
Professionalism
Integrity

UTC Core Competencies (expected of all employees):

Accountability
Measuring Success and Improvement
Customer Focus
Results Focus
Communication Skills
Adaptability/Flexibility
Self-Development
Continuous Process Improvement

Supplemental Information

READ THE FOLLOWING INFORMATION COMPLETELY:

This position is included in a bargaining unit represented by theWashington Federation of State Employees (WFSE).
RCW 80.01.020limits the UTCs ability to employ any person who owns stock in any company the UTC regulates or is otherwise financially interested in such company. Such interests include those of an employees spouse.
UTC does not use E-Verify; therefore we are not eligible to extend STEM-Optional Practice Training (OPT). For information please visit.

How to Apply:

Current UTC employeesmay click the apply button at the top to begin. Ensure you attach the following documents to your completed application:

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

Persons needing accommodation in the application process may contact the recruiter via telephone on or email the UTC HR office atFor TTY service please call the Washington Relay Service on 7-1-1 or 1-.

Required Experience:

DescriptionRespect. Professionalism. Integrity. Accountability.Help protect the consumers of Washington state!Consumer Program Specialist 3INTERNAL ONLYSalary Range:52 Step A ($57252) Step L ($75108) annually.The starting salary offer will be determined based on Article 42 of the Washington Federat...