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State of Washington

Consumer Program Specialist

Description

WASHINGTON UTILITIES AND TRANSPORTATION COMMISSION

Respect. Professionalism. Integrity. Accountability.

Consumer Program Specialist 2*

Salary Consideration:

For this position, Range 48, Step A is $51,840 per year and Step L is $67,992. The high end of the salary range, Step M, is $69,744, and is typically a longevity step. All employees progress to Step M six (6) years after being assigned to Step L in their permanent salary range.

Hiring Option: Consumer Program Specialist 1 In-Training to CPS2

Salary Consideration: Range 42, Step A ($45,024) – Step L ($58,584) annually.

(In-Training may be considered depending on candidate’s qualifications)

This recruitment is open until May 22, 2026, at 11:59pm. The first pull of applications is scheduled for May 15. It is in your best interest to apply as soon as possible.

UTC reserves the right to make a hiring decision and/or choose to close or extend this recruitment at any given time after seven (7) days from the date posted. Applications for this recruitment could be used to fill comparable positions that open within the next 60 days.

The Opportunity:

The Washington Utilities and Transportation Commission (UTC) seeks to fill the role of Consumer Program Specialist 2 within the Consumer Protection Division. Depending on the selected candidate’s qualifying experience, this position may be filled at the Consumer Program Specialist 1 level, with a 12-month training plan. The candidate will advance to the Consumer Program Specialist 2 upon successful completion of the training plan.

In a call center environment, this position works with external stakeholders by receiving inquiries and resolving consumer complaints received by the commission, directly supporting the mission of the UTC by ensuring consumers are treated fairly, and that regulated companies are following commission laws, rules, and policies.

Hybrid:

Although this is a hybrid opportunity, the successful incumbent must reside within Washington state and must be available to report to the Lacey, Washington headquarters building as needed.

Travel:

Occasional travel is required to attend training and meetings.

Our Mission:
To protect the people of Washington by ensuring that investor-owned utility and transportation services are safe, equitable, available, reliable, and fairly priced.

Vision:

We strive to achieve equitable and fair outcomes for both consumers and regulated companies. We prioritize inclusion and belonging in the workplace.

For more information about our benefits or working at UTC, please visit our website.

What We Offer Our Employees:

UTC fosters an environment of diversity, equity, inclusion and belonging, while striving to hire and retain a workforce from the communities we serve.
We place importance on a healthy balance between personal and professional lives; offering flexible work schedules, wellness programs, and mobile/telework opportunities.
Through the state, our employees (and their families) are offered options for medical, dental, vision and basic life insurance.
We offer enrollment into the state retirement programs and a deferred compensation plan.
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Duties

Some of What You’ll Do:
Among the varied range of responsibilities held within this role, a Consumer Program Specialist will:

In a call center environment, answer calls to the Consumer Complaint hotline.
Investigate consumer complaints received through the Consumer Complaint hotline, online complaint form, or email.
Record information in the complaints database regarding service from a company regulated by the commission.
Investigate customer claims by researching the appropriate statute, rule, or tariff, and analyzing data obtained from the company.
Work with the customer and a representative from the company to resolve the dispute, mediating, facilitating, and negotiating as needed.
Determine whether company conduct complies with relevant statutes, rules, tariffs, and contracts. If business practices do not comply, provide technical assistance, and explain to the company representative how to change the practice to meet the applicable regulatory requirements.
Document actions taken during the investigation and findings, including rule violations, in the complaint database for use by compliance staff to identify companies whose business practices warrant investigation, as evidence in formal actions, and to respond to public records requests. Independently review, determine extent of distribution to staff, and process moderate to complex public records requests.
Receive complex requests for public records in compliance with agency policy and procedures and WAC 480-04, Public Access to Information and Records, as well as the Public Records Act.

Qualifications

Required Qualifications:

Two (2) years’ experience conducting professional level investigations; reviewing, evaluating, and modifying insurance or medical claims to determine the correct payment or settlement; or resolving conflicts or disputes between parties, often without resorting to traditional court litigation.

One (1) year as a Consumer Program Specialist or equivalent.

Demonstrated Knowledge, Skills, and Abilities in:

Analytical Skills and Critical Thinking – Use a variety of techniques to evaluate information, inquiries, and complaints to determine a company’s compliance with rules and laws and make recommendations for corrective action. Mediate, negotiate, and resolve disputes between two or more parties.
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. Read, comprehend, and interpret written material, and be consistent with the Commission's Plain Talk principles and Style Guide.
Basic Math Skills – Use math and basic accounting skills to analyze company responses to billing disputes.
Intermediate user of Microsoft products – Outlook, Word, Excel, and computer systems to enter data and information. Experience using computer software to communicate, track, record, and document actions and outcomes.

CPS1 in-training to CPS2 Hiring Option:

One (1) year of experience conducting professional level investigations, claims adjustments, or dispute resolutions.
Developing experience with the knowledge, skills, and abilities listed above.

All employees will demonstrate the following:

Diversity Equity and Inclusion (DEI) Competencies:

The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
EDIKnowledge,Understanding,& Commitment.
Self-Awareness.
Cultivating Mutually Beneficial and Trusting Strategic Partnerships.
Inclusive Excellence & Allyship.

UTC Core Competencies:

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

Preferred/Desired Qualifications:

One year of experience in a call center type setting handling multiple calls.
Bachelor’s degree in public administration, business administration, or communications.

Supplemental Information

READ THE FOLLOWING INFORMATION COMPLETELY:

This position is included in a bargaining unit represented by the Washington Federation of State Employees (WFSE).
RCW 80.01.020 limits the UTC's 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 employee's spouse.
UTC does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visit www.uscis.gov.

How to Apply:

Interested in joining the UTC team? Click the Apply button at the top to begin! To be considered for further screening, 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.

The initial screening of candidates will be solely based on the contents and completeness of the application materials, including answers provided to the ‘Supplemental Questionnaire’, along the additional application materials submitted as part of the application process.

If you are viewing this recruitment on any website other than www.careers.wa.gov, please note the recruitment title and job number and apply through Washington state’s official portal. Your application may be received incomplete if using a third-party website. If you are having technical difficulties creating, accessing, or completing your application, please call NEOGOV toll-free at (855) 524-5627 or email support@neogov.com.

NOTE, indicating ‘see resume’ will not substitute for completing the "work experience" section or supplemental questionnaire of the application packet and may result in your submission being marked incomplete.

Veterans Preference:

For information about YesVets, please click here.

Applicants wishing to claim Veterans Preference should attach to their application a copy of their redacted DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact UTC Human Resources at humanresources@utc.wa.gov.

All information may be verified; additional documentation may be required. Candidates may be disqualified if the education and/or work experience does not include information used to meet the minimum qualifications of the job.

The UTC is an equal opportunity employer. We want to make sure you have an equal opportunity to join our team. Our commitment is making sure current and future employees are treated fairly and equally without regard to age, sex (including gender identity), race, ethnicity, disability, sexual orientation, veteran status, marital status, or religious or political affiliation.

Persons needing accommodation in the application process may contact the recruiter via telephone on (360) 664-1134 or email the UTC HR office at humanresources@utc.wa.gov. For TTY service, please call the Washington Relay Service on 7-1-1 or 1-800-833-6384.

For more information about the UTC, please visit:

www.utc.wa.gov, www.facebook.com/wautc

The State of Washington:
http://access.wa.gov

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