An Important Message about Exelon Recruitment during COVID-19

We hope that you and your loved ones are managing through this challenging and uncertain time. The COVID-19 pandemic has demanded unprecedented changes to our daily lives. That said, what hasn’t changed for us is the vital work we do, and our commitment to ensuring the safety of our candidates, employees, customers, and communities. While our hiring process looks a bit different today, with 100 percent virtual interviewing and other solutions in place to facilitate proper social distancing, we remain focused on powering possibilities for new talent who are ready to join us in making a difference. As always, you can find our available opportunities here. We truly appreciate your continued interest in opportunities with Exelon and our family of companies.

Those who apply for employment with Exelon must be fully vaccinated against COVID-19 as a condition of hire (i.e., have received two doses of a two-dose vaccine, or one dose of a single-dose vaccine), subject to approved requests for exemption.

Sr Regulatory Assessor

Location: Mays Landing, NJ, United States
Organization: PHI Service Company
Job ID: 236139
Date Posted: Jan 19, 2022
Job: Gov't and Regulatory Affairs

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Job Description

Description

At Exelon, we've got a place for you!

Join the nation's leading competitive energy provider, with one of the largest electricity generation portfolios and retail customer bases in the country. You will be part of a family of companies that strives for the highest standards of power generation, competitive energy sales, and energy delivery. Our team of outstanding professionals is focused on performance, thought leadership, innovation, and the power of ideas that come from a diverse and inclusive workforce.

Exelon will provide you the tools and resources you need to design, build and enhance a successful career. We are also dedicated to motivating the success of our employees through competitive base salary, incentives, and health and retirement benefits.

Join Exelon and share your passion at a forward-thinking Fortune 100 company. Establish yourself in a place where you can truly shine and create a brighter, more sustainable tomorrow. Energize your career at Exelon!



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. (40%)
  • 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. (20%)
  • 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. (10%)
  • 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. (10%)
  • Manage project work including process improvement initiatives.Participate as the regulatory subject-matter expert on cross-functional teams involved in new process design. (10%)
  • 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. (10%)


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 andacts 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’ experience working in a customer contact work environment and/or handling escalated inquiries from a regulatory body, executive, general public and others. Direct working knowledge of  BPU/PSC regulations and company policies.
  • Ability to analyze data and complex problems, interpret and recommend alternative courses of action.
  • Demonstrated proficiency in the SAP system.
  • Customer driven with excellent oral and written communications skills and basic analytical, problem solving and project management skills.
  • Demonstrated ability to set up and maintain computerized and non-computerized tracking and filing.


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.


Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.

VEVRAA Federal Contractor

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