Consumer Affairs Analyst Date Posted: Jan 30, 2025 Requisition ID: 455709 Location: Indianapolis, IN, US, 46204 Work for Indiana Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package, and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana. At the State of Indiana, we don’t just talk about diversity and inclusion—we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. About the Indiana Utility Regulatory Commission (IURC): The Indiana Utility Regulatory Commission is an administrative agency that hears evidence in cases filed before it and makes decisions based on the evidence presented in those cases. An advocate of neither the public nor the utilities, the Commission is required by state statute to make decisions in the public interest to ensure the utilities provide safe and reliable service at just and reasonable rates. Role Overview: A Consumer Affairs Analyst is responsible for the day-to-day management of complaints and inquiries that involve ratepayers of Indiana utilities and regulated utility companies. The Indiana Utility Regulatory Commission’s mission is to assure that utilities and others use adequate planning and resources for the provision of safe and reliable utility services at a reasonable cost. The Consumer Affairs Division ensures that both the utility and the customer comply with the provisions of the Indiana Administrative Code (IAC), which details the rules for utility service quality and customer rights and responsibilities. Salary Statement: The salary for this position traditionally starts at $63,072.00 but may be commensurate with education or work experience. A Day in the Life: Primary responsibilities will include but are not limited to: + Investigate complaints in accordance with the Indiana Code (IC) Indiana Administrative Code (IAC), utility tariffs, and other related information + Comprehend and interpret IC, IAC, utility tariffs, and other relative information + Critically analyze data, interpret technical material and complaints/inquiries, and exercise logical thinking + Communicate extensively with other IURC divisions, utilities, utility groups, and other state agencies in efforts to fully investigate all issues, rules, and regulations to determine possible resolutions + Serve as primary source in gathering information from consumers necessary to initiate an informal utility complaint on behalf of the ratepayer + Obtain all necessary facts in the case in order to create a thorough record + Manage a high volume of correspondence/data/information from customers and utility representatives regarding new and pending complaints/inquiries + Document every step taken during the complaint-handling process in a timely manner + Issue timely determinations consistent with the IC, IAC, utility tariffs, and other relative information + Draft appropriate, concise, and coherent responses to external and internal customers + Maintains knowledge of current, applicable laws and the complaint-handling process + Responsible for fielding a minimum of 200-300 calls per month + Monitor and track a minimum assignment of 126 complaints per month to facilitate the movement of cases in the handling process in an effort to keep backlog to a manageable level + Close more than the minimum assigned complaints per month to maintain a manageable caseload + Research issues using the Indiana Code, Indiana Administrative Code, utility tariffs, and other related information + Performs well independently as well in a group setting + Operates effectively in high-pressure, quickly evolving,g and/or adversarial environments + Adhere to the work schedule and begin shift promptly at 8:15 am + Performs related duties as assigned. What You'll Need for Success: + A bachelor’s degree is preferred, but customer service certification and/or relevant work experience will be considered + Regulatory or utility industry experience preferred + Must demonstrate an ability to excel with limited supervision as well as in a workgroup setting + Organization, accuracy, consistency, and clarity are required + Demonstrate superior capabilities to communicate orally and in writing + Other job requirements include: + Excellent attention to detail + Solid verbal and written communication skills + Basic knowledge of math and theoretical application + Understanding of basic IT concepts and working knowledge of Microsoft Office Suite, specifically proficient experience in word documents, power point, and excel for purposes of data collection + Working knowledge of Customer Relationship Management (CRM) system + Curiosity to learn + Self-motivated + Well organized + Ability to accept and learn from constructive feedback + Ability to effectively keep up with large amounts of required reading + Commitment to teamwork Benefits of Employment with the State of Indiana: The State of Indiana offers a comprehensive benefit package for full-time employees which includes: + Three (3) medical plan options (including RX coverage) as well as vision and dental plans + Wellness Rewards Program: Complete wellness activities to earn gift card rewards + Health savings account, which includes bi-weekly state contribution + Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities + Deferred compensation 457B account (similar to 401k plan) with employer match + Two (2) fully-funded pension plan options + A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to: + 150 hours of paid new parent leave + Up to 15 hours of paid community service leave + Combined 180 hours of paid vacation, personal, and sick leave time off + 12 paid holidays, 14 on election years + Education Reimbursement Program + Group life insurance + Referral Bonus program + Employee assistance program that allows for covered behavioral health visits + Qualified employer for the Public Service Loan Forgiveness Program + Free Parking for most positions + Free LinkedIn Learning access Equal Employment Opportunity: The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws. If you are a qualified individual with a disability and require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov. The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application. Current Employee? 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