Job Description

Description

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

At Exelon, 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 a Fortune 200 company 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 empowered to evolve and advance their careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come, stay and grow -- whether that's in the role and path they start in or in new and exciting career opportunities across our business. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives, opportunities for career path changes, and health and retirement benefits.

PRIMARY PURPOSE OF POSITION

This position is a single point of contact with the  New Jersey Board of Public Utilities (BPU), Delaware Public Service Commission (PSC), Maryland PSC , other regulatory agencies, and the Legal department focusing on customer complaints and investigations. Manage the formal complaint process and required investigations. Train, mentor and provide compliance expertise to less experienced employees. Review and process violations cited to the company. 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 complex issues, including investigation of the customer’s dispute, compliance with the tariffs and regulations, along with Company policies.
• Prepare accurate, detailed and timely response that completely address the customer's concern as well as states the appropriate Company position. Engage internal departments (as needed) for additional information and follow-up tasks.
• Complete root-cause analysis to determine if a customer was justified in contacting the commission and/or regulatory agencies based on the tariffs, regulations or Company policies. Responsible for documenting justified complaints as well potential process improvements. This includes interaction with the internal process owners by providing interpretations of the regulations violated and collaboration for appropriate corrective actions. Responsible for evaluation of all violations cited, including those that may provide an opportunity to challenge the commissions to reduce the cited violation to 'removed' or 'alleged' by obtaining information from the process owners and citing previous case determination along with regulation interpretation.
• Timely and accurate completion of all aspects of the Formal Complaint process including but not limited to providing Company attorneys with pertinent information related to customer complaints, preparing exhibits for hearing, and negotiating settlements, and interfacing with Operations, Customer Care, Legal, and appropriate jurisdictional commissions. . Appear at Formal Hearings as a Company witness and custodian of records.
• Manage project work including process improvement initiatives. Participate as the regulatory subject-matter expert on cross-functional teams involved in new process design.
• Provide coaching and training associated with the informal and formal complaint process, violations, and justified analysis. Serve as subject-matter expert on the most complex cases.

JOB SCOPE

Manage consumer complaints including the Formal Complaint process,  Violation response, complaint analysis including follow up for corrective actions, and , project work specifically process improvement initiatives, and provide support to the Regulatory Performance Assessors. Manage and maintain a good working relationship with the external customers at the New Jersey Board of Public Utilities (BPU), Delaware Public Service Commission (PSC), Maryland PSC and other regulatory agencies along with internal customers including the Office of Consumer Advocates, External Affairs, Regulatory and Legal and other internal departments.. Assume supervisory responsibilities as needed. Represents Company at formal hearings as company witness and acts as subject matter expert for regulatory performance group.

Qualifications

MINIMUM QUALIFICATIONS

• Bachelor's degree in Business, Engineering, or related discipline and 5 - 8 years relevant business experience, or in lieu of Bachelor's degree, a minimum of 9 - 12 years relevant experience is required.
• Minimum of 5 years regulatory assessor experience
• Direct working knowledge of PUC regulations.
• Comprehensive understanding of standards, methods, processes and practices, business fundamentals, and performance metrics in the PECO Regulatory Performance group (e.g., PUC Regulations (including Chapter 56 and 14) and regulatory interface, development and management of technical or procedural processes, establishment of unit objectives, business plans, and budgets,
• Ability to analyze organizational data and complex problems, interpret and recommend alternative courses of action, and implement intervention strategies to attain performance targets.
• 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.

PREFERRED QUALIFICATIONS

• MBA or relevant advanced degree.
• Previous Customer Care experience.
• Demonstrated proficiency in PC software package such as Microsoft Word, Excel, and PowerPoint.
• Excellent planning and organizational skills, ability to handle and follow through on multiple tasks and prioritize work.
• Ability to prepare data, proposals and reports for management review and approval.