SeattleCH 工作分析
💡 智能摘要
原始职位描述
岗位描述
华盛顿公用事业与运输委员会
尊重。专业。诚信。问责。
消费者项目专员二级*
薪资考虑:
该职位的薪资范围为：第48级A级年薪为$51,840，第L级为$67,992。薪资范围的上限第M级为$69,744，通常为资历晋升级别。所有员工在被分配到永久薪资范围的第L级后六年（6年）内将晋升至第M级。
*招聘选项: 消费者项目专员一级在岗培训至CPS2
薪资考虑：范围42，第A级（$45,024）– 第L级（$58,584）每年。
（是否考虑在岗培训将根据候选人的资格而定）
本次招聘截止日期为2026年5月22日23:59。首次申请截止日期为5月15日。建议您尽早申请。
华盛顿公用事业与运输委员会（UTC）保留随时在发布后七（7）天内做出招聘决定并/或关闭或延长本次招聘的权利。本次招聘的申请可能用于填补未来60天内开放的类似职位。
机会:
华盛顿公用事业与运输委员会（UTC）正在寻找 消费者项目专员二级 在消费者保护部门的职位。根据选定候选人的合格经验，该职位可能以消费者项目专员一级的级别填补，并附带12个月的培训计划。候选人在成功完成培训计划后将晋升至消费者项目专员二级。
在呼叫中心环境中，该职位通过接收咨询并解决委员会收到的消费者投诉，与外部利益相关者合作，直接支持UTC的使命，确保消费者得到公平对待，并确保受监管公司遵守委员会的法律、规则和政策。
混合办公:
虽然这是一个混合办公机会，但成功任职者 必须 居住在华盛顿州，并 必须 在需要时能够前往华盛顿州莱西总部大楼报到。
差旅:
需要偶尔出差参加培训和会议。
我们的使命:
通过确保投资者所有公用事业和交通服务的安全、公平、可获得、可靠且价格合理，保护华盛顿州居民。
愿景:
我们致力于为消费者和受监管公司实现公平和公正的结果。我们重视在职场中促进包容性和归属感。
如需了解我们提供的福利或在UTC工作的更多信息，请访问我们的 网站。
我们为员工提供的福利:
- UTC致力于营造一个 多元、公平、包容和归属感的工作环境，同时努力招聘和留住来自我们服务社区的员工。
- 我们重视个人与职业生活的健康平衡，提供灵活的工作时间、健康计划以及移动/远程办公机会。
- 通过州政府，我们的员工（及其家属）可选择参加医疗、牙科、视力和基础人寿保险计划。
- 我们提供加入州退休计划以及延期报酬计划的机会。
- 全职和兼职员工享有带薪假期，每年还可享受一天带薪个人假期。
职责
您将承担的部分工作内容:
在此职位中，消费者项目专员将承担以下多种责任：
- 在呼叫中心环境中，接听消费者投诉热线的来电。
- 调查通过消费者投诉热线、在线投诉表单或电子邮件收到的消费者投诉。
- 在投诉数据库中记录有关受委员会监管公司服务的信息。
- 通过研究相关法律、法规或费率，并分析从公司获得的数据，调查客户索赔。
- 与客户和公司代表合作解决纠纷，必要时进行调解、协调和协商。
- 确定公司行为是否符合相关法律、法规、费率和合同。如果公司行为不符合规定，提供技术援助，并向公司代表解释如何更改做法以满足适用的监管要求。
- 记录调查过程中采取的行动和调查结果，包括违规行为，存入投诉数据库，供合规人员识别需要调查的公司业务实践，作为正式行动的证据，并用于回应公共记录请求。独立审查、确定向员工分发的范围，并处理中等至复杂的公共记录请求。
- 根据机构政策和程序以及WAC 480-04，《信息与记录公开访问》以及《公共记录法》，接收复杂的公共记录请求。
资格要求
必备资格要求:
- 两年以上从事专业级别调查的经验；审查、评估和修改保险或医疗索赔以确定正确的付款或和解；或解决双方之间的冲突或纠纷，通常不依赖传统法庭诉讼。
或
- 一年作为消费者项目专员或同等职位的经验。
展示出以下知识、技能和能力:
- 分析技能和批判性思维 – 使用多种技术评估信息、询问和投诉，以确定公司是否符合规则和法律，并提出纠正措施的建议。调解、协商并解决两个或多个当事人之间的纠纷。
- 写作与沟通 – 能够将复杂或技术性的概念转化为他人易于理解的信息。认真倾听，反思所听到的内容，并清晰准确地传达信息。根据需要调整沟通方式和工具，确保信息对所有人可访问。阅读、理解并解释书面材料，并与委员会的“Plain Talk”原则和风格指南保持一致。
- 基础数学技能 – 使用数学和基础会计技能分析公司对账单纠纷的回应。
- 微软产品的中级用户 – 使用Outlook、Word、Excel和计算机系统输入数据和信息。有使用计算机软件进行沟通、跟踪、记录和文档化行动和结果的经验。
CPS1在训至CPS2招聘选项：
- 一年以上从事专业级别调查、索赔调整或纠纷解决的经验。
- 具备上述知识、技能和能力的发展经验。
所有员工都将展示以下:
多元、公平与包容（DEI）能力：
- 能够采取行动学习和成长。
- 能够采取行动满足他人的需求。
- EDIKnowledge, Understanding, & Commitment.
- 自我觉察。
- 培养互利且信任的战略合作伙伴关系。
- 包容卓越与盟友精神。
UTC核心能力：
- 责任感
- 评估成功与进步
- 以客户为中心
- 注重成果
- 沟通能力
- 可适应性/灵活性
- 自我发展
- 持续流程改进
优先/期望资格：
- 具备一年在呼叫中心环境中处理多通电话的工作经验。
- 拥有公共管理、工商管理或传播学相关专业的学士学位。
补充信息
请完整阅读以下信息：
- 该职位属于一个谈判单位 由 华盛顿州政府雇员联合会（WFSE） 代表。
- RCW 80.01.020 限制UTC雇佣任何拥有股票的人员，该股票属于UTC监管的公司或在该公司有其他财务利益的人员。此类利益包括员工配偶的利益。
- UTC不使用E-Verify系统；因此，我们无法提供STEM-Optional实践培训（OPT）。如需更多信息，请访问 www.uscis.gov。
如何申请：
想要加入UTC团队吗？点击顶部的“申请”按钮开始吧！如需进一步筛选，请确保在您的完整申请中附上以下文件：
- 申请信 - 说明您如何符合职位要求以及为何您是理想人选。
- 简历 - 详细说明您符合的资质、经验和教育背景。
- 参考人 - 至少提供三 (3) 位专业参考人，包括当前的电话号码和电子邮件地址 必须 随申请材料一并提交；其中一 (1) 位联系人 必须 是您的现任或最近的上级主管。
候选人的初步筛选将 仅基于 申请材料的内容和完整性，包括对“补充问卷”的回答，以及在申请过程中提交的其他附加材料。
如果您在除 www.careers.wa.gov以外的网站查看此招聘公告，请注意招聘标题和职位编号，并通过华盛顿州官方门户申请。使用第三方网站可能导致申请材料不完整。如果您在创建、访问或完成申请过程中遇到技术问题，请致电NEOGOV免付费电话 (855) 524-5627 或发送电子邮件至 support@neogov.com。
注意，仅标注“见简历”无法替代完成申请包中的“工作经历”部分或补充问卷，可能导致您的申请被标记为不完整。
退伍军人优先资格：
希望申请退伍军人优先资格的申请人，应将其红acted的DD-214（成员4副本）、NGB 22 或美国退伍军人事务部出具的签字服务证明信附在申请材料中。请遮盖任何个人可识别信息，如社会安全号码。如需进一步信息，请联系UTC人力资源部 humanresources@utc.wa.gov。
所有信息均可核实；可能需要提供额外文件。如果申请人的教育背景和/或工作经验未包含用于满足职位最低资格要求的信息，申请人可能会被取消资格。
UTC 是一个平等就业机会的雇主。我们希望确保您有平等的机会加入我们的团队。我们的承诺是确保现有和未来的员工在年龄、性别（包括性别认同）、种族、民族、残疾、性取向、退伍军人状态、婚姻状况或宗教或政治信仰等方面得到公平和平等的对待。
需要在申请过程中获得合理便利的人员，可通过电话 (360) 664-1134 联系招聘人员，或发送电子邮件至 UTC 人力资源办公室 humanresources@utc.wa.gov. 如需使用TTY服务，请拨打华盛顿州中继服务，电话号码为7-1-1或1-800-833-6384。
如需了解UTC的更多信息，请访问：
www.utc.wa.gov, www.facebook.com/wautc
华盛顿州政府：
http://access.wa.gov
SeattleCH Job Analysis
💡 Smart Summary
Original Job Description
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.
OR
- 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
