Regulatory Assessor

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Location: PHILADELPHIA, PA, United States
Organization: PECO Energy Company
Job ID: 240218
Date Posted: Jun 7, 2022
Job: Gov't and Regulatory Affairs

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Job Description

Description

Be a part of something powerful at America's premier energy provider!

At Exelon, we are united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities � Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are empowered to evolve and advance our careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come and stay. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives and health and retirement benefits.

PRIMARY PURPOSE OF POSITION

This position is a single point of contact with the Bureau of Consumer Services (BCS) of the Pennsylvania Public Utility Commission (PUC) and other regulatory agencies focusing on customer complaints and investigations. Manage the Informal complaint process primarily limited to Consumer Complaints and complex credit-related Payment Arrangement Requests (PAR). Provide support and compliance expertise to the line operation. Position may be required to work extended hours, including 24 x 7 coverage during storms or other energy delivery emergencies.


PRIMARY DUTIES AND ACCOUNTABILITIES
  • Manage the informal complaint process for consumer complaints and complex credit-related cases, including investigation of the customer's dispute, compliance with the regulations, along with Company policies and tariffs. Prepare detailed reports and determine the appropriate company position. Review reports that are completed by process owners throughout the organization for accuracy. (60%)
  • Manage intake process for PUC informal complaints and determine the type of response, level of detail needed, and the responsible process owners to assign the case. Work with internal process owner to ensure the appropriate response is prepared. (20%)
  • Complete complaint scoring for determination that a customer was justified in contacting the commission based on the regulations and the rules established by Bureau of Consumer Services. Responsible for providing written analysis of justified complaints and/or sustained violations received from the PUC. This includes interaction with the process owners by providing interpretations of the regulations violated and collaboration for appropriate corrective actions. (10%)
  • Assist Senior Regulatory Assessors with formal complaint process including appearance at hearings as a company witness and custodian of records (10%)

JOB SCOPE

Manage consumer and complex credit-related PAR complaints. Violation response and complaint scoring including follow up for corrective actions. Provide support to the Senior Regulatory Performance Assessors Manage and maintain a good working relationship with the external customers at the Bureau of Consumer Services at the PUC, Office of Attorney General, Office of Consumer Advocates, Community Legal Services along with internal customers including all process owners.

Qualifications

MINIMUM QUALIFICATIONS
  • Bachelor's degree in Business, Engineering, or related discipline AND 2 - 5 years relevant business experience, or in lieu of Bachelor's degree, a minimum of 6 - 9 years relevant business experience is required.
  • Direct working knowledge of PUC regulations.
  • Demonstrated proficiency in the LAN and mainframe systems, particularly the CIMS and PUC reporting database system.
  • Customer driven with excellent oral and written communications skills and basic analytical, problem solving and project management skills.
  • General knowledge of the regulations and company policies.
  • Ability to analyze data and general problems, interpret and recommend alternative courses of action.
  • Demonstrated ability to set up and maintain computerized and non-computerized tracking and filing.

PREFERRED QUALIFICATIONS
  • Bachelor's degree
  • Excellent planning and organizational skills, ability to handle and follow through on multiple tasks and prioritize work.
  • Demonstrated proficiency in PC software package such as Microsoft Word, Excel, and PowerPoint.


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