Regulatory Escalation Specialist Intermediate

Company Summary Statement

Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.

Overview

Reporting to the Supervisor of the Escalated Complaints Team, the Regulatory Escalations Specialist manages stakeholder and executive relationships by researching, responding to, and resolving escalated complaints and customer program issues submitted to Regulators, Executives, and the External Affairs team. This role applies strong knowledge of applicable federal, state, and local regulatory requirements, complaint‑handling standards, and consumer protection obligations to ensure accurate, timely, and compliant responses.

 

The Regulatory Escalations Specialist is responsible for maintaining detailed tracking, reporting, and performance oversight of regulatory and escalated complaints to reduce customer dissatisfaction and mitigate reputational risk within Rhode Island. The role supports proactive internal and external communications, interprets regulatory guidance, and collaborates with cross‑functional partners to identify trends, address root causes, and drive process and performance improvements.

Responsibilities

• Research, investigate, and respond to escalated customer program complaints and regulatory inquiries submitted to Regulators, Executives, and the External Affairs team.
• Apply knowledge of applicable federal, state, and local regulatory requirements, consumer protection standards, and complaint‑handling guidelines to ensure accurate, timely, and compliant responses.
• Serve as a primary liaison with internal stakeholders, executive leadership, and external regulatory entities to support effective communication and resolution of regulatory issues.
• Maintain comprehensive tracking, documentation, and reporting of regulatory complaints to monitor performance, ensure adherence to regulatory timelines, and reduce customer dissatisfaction.
• Analyze complaint trends, identify root causes, and assess regulatory and reputational risk, particularly within Rhode Island.
• Support proactive internal and external communications related to regulatory matters, escalated complaints, and compliance expectations.
• Collaborate cross‑functionally with compliance, legal, operations, and customer service teams to resolve complex issues and implement corrective actions.
• Drive continuous process and performance improvements by recommending enhancements to complaint handling, tracking, and reporting practices.
• Ensure consistency, accuracy, and professionalism in all regulatory and executive‑level correspondence.
• Contribute to risk mitigation efforts by identifying opportunities to prevent repeat issues and improve overall customer and regulatory outcomes.
• Conduct informal and formal reviews of regulatory complaints to ensure compliance with applicable regulatory requirements, internal policies, and response standards.
• Prepare comprehensive packets and supporting documentation for informal and formal regulatory hearings.
• Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
• The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers as well as local PUC, DPUC, and AG’s office as necessary.

Qualifications

Education/experience: 

 

• A Bachelor's degree in business or related field.
• A minimum of 3 years’ experience in an applicable role.
• A demonstrated ability to lead and manage cross-functional teams/projects, absorb information, develop creative/practical business solutions, and achieve desired results in a highly technical, operational environment is required.
• Excellent analytical, organizational, and time management skills with the ability to manage a diverse range of projects simultaneously.
• Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.  

Preferred qualifications: 

 

• Knowledge and understanding of Rhode Island Energy’s electric or gas programs and policies, processes, systems, tariffs, and general practices and how to apply them effectively.
• Knowledge and understanding of customer systems within a regulated environment.
• Exposure to Rhode Island customer programs and regulatory requirements. 

Capability requirements: 

 

• Understanding Others: When dealing with internal / external diverse stakeholders understanding what someone is saying or feeling, even if person is not clear, and can accurately predict how someone may respond.
• Team Player: Promotes team effectiveness by soliciting input from team members, communicating expectations of the tracking needs, and helping with root cause analysis.

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