Assistant/Associate Customer Services Compliance Specialist - Customer Service Analytics - Fairmont MonPower Transmission

FirstEnergy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.

FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

Customer Services Compliance Specialist – Assistant / Associate 

About the Opportunity

This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp. 

All employees who apply for a posted position must notify their supervisors that they have applied. Employees who have not been in their current positions for at least one year, or who are in a position with specific requirements beyond one year, must obtain approval from their supervisor before applying.

The selected candidate may be offered a position within the same job family at a level lower than the posted level. Placement will be determined through the interview process and will consider the candidate’s skills, work history, experience level, and other relevant qualifications.

This is a full-time, on-site position located in Akron, OH; Reading, PA; or Fairmont, WV. Supervisory assignment will be based on the selected candidate’s work location: Tiffany Latocha for Fairmont and Gina Dietrich for Akron or Reading.

Summary

This position is responsible for receiving, investigating, coordinating, and responding to customer inquiries and complaints received through utility commissions, other agencies, Company officers, and/or Company processes. The Compliance Specialist also prepares responses and reports, supports regulatory requests and audits, identifies justified complaints, and works with internal teams to reduce compliance risk, improve processes, and support positive customer outcomes.

Responsibilities

• Develop and maintain positive working relationships with commission staff and provide customer information and service records.
• Evaluate Company policies and procedures that may contribute to customer complaints, identify potential process improvements, and share findings and recommendations with appropriate management.
• Stay current on changes to Company procedures and utility commission regulations and policies.
• Communicate changes to appropriate Company employees and help ensure processes remain consistent with applicable policies and regulations.
• Use complaint databases to receive, send, and maintain records of complaint correspondence.
• Identify justified compliance concerns and violations of regulations.
• Assist management and coworkers by following well-defined practices and procedures.
• Demonstrate a strong commitment to all aspects of safety.
• Conduct business-specific research, gather data, and compile reports and summaries.
• Provide effective internal and/or external customer service.
• Build and maintain a strong working knowledge of applicable policies, practices, procedures, and regulatory requirements through formal and informal learning opportunities.
• Develop effective working relationships within the immediate work group and with cross-functional partners to support timely and accurate complaint resolution.
• Represent the Company’s interests professionally.

Assistant-Level Qualifications

• Two- or four-year degree in a related discipline is preferred. In lieu of a degree, a minimum of 2 years of relevant work experience is required.
  • Relevant work experience includes customer service experience and entry-level knowledge of compliance and regulatory issues.
• Proficiency in Microsoft Office applications, including Excel, PowerPoint, and Word.
• SAP/CRM experience preferred.
• Demonstrated questioning attitude, initiative to learn, ability to produce results, and commitment to professional development.
• Knowledge of basic research techniques.
• Problem-solving and decision-making abilities.
• Ability to deliver quality, accurate work within established deadlines.
• Strong written and verbal communication skills and the ability to work in a team environment.
• Time-management skills.
• Basic understanding of state-specific regulations and tariffs.
• Ability to comprehend Company procedures.
• Basic understanding of compliance databases and complaint processes.
• Desire to continue learning, growing, working across FirstEnergy, and delivering results.

Associate-Level Qualifications

• Includes all Assistant-Level Qualifications.
• Two- or four-year degree in a related discipline is preferred, with a minimum of 2 years of professional exempt work experience required. In lieu of a degree, a minimum of 4 years of relevant work experience is required.

  • Relevant work experience includes customer service experience and entry-level knowledge of compliance and regulatory issues.

     

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification

Exempt

FirstEnergy Human Resources Team