Regulatory Compliance Spec

Company Summary Statement

PPL Electric Utilities delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, PPL Electric remains focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, PPL Electric has won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. PPL Electric is a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing.

Overview

This position provides compliance guidance to Customer Contact Center (CCC) employees and ensures compliance with PUC Chapter 56 regulations and other PUC guidelines. The incumbent prepares responses to PUC informal complaints, develops effective working relationships with PUC investigators, and identifies opportunities to improve compliance results. This position identifies the optimum balance among adhering to PUC regulations, satisfying customers, collecting overdue receivables, and improving overall effectiveness through process changes and/or technology solutions.

Responsibilities

• Analyze PUC informal complaints and violations and prepare responses.
• Serve as the PUC liaison and ensure systemwide consistency in the application of Chapter 56 regulations and other PUC guidelines.
• Build effective working relationships and credibility with PUC investigators who process informal complaints from customers.
• Conduct root cause analyses of PUC violations and justified complaints.
• Develop process improvements to support the goals and objectives of the CCC, coach, counsel, and train employees as appropriate.
• Identify opportunities to strengthen processes or to apply technology applications in ways that improve efficiency and customer satisfaction.
• Conduct training and/or provide communication materials to ensure consistency among the CCC and our contractors in applying Chapter 56 requirements.
• Act as an in-house expert on the interpretation and application of Chapter 56 regulations related to disputes, complaint handling and collections.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

 

Required Experience:

• Bachelor's Degree or an equivalent combination of education or experience.
• 5+ years’ experience in Customer Services' operations.
• In-depth knowledge of PUC Chapter 56 regulations and other PUC guidelines.
• Knowledge of the customer information system, and company policies and procedures in dealing with customers.
• Effective working relationships with internal and external clients.
• Strong oral and written communication skills.
• Experience with PC application such as Microsoft Word, Excel, and access.

Preferred Qualifications:

• A/B.S.
• 10 years or more of customer service-related experience.
• Strong analytical skills.