NEOGOV · 4 days ago
Consumer Program Specialist
Thurston County – Lacey, WA
Full-time
Hybrid
Entry, Mid Level
$57K/yr - $77K/yr
2+ years expNEOGOV is seeking a Consumer Program Specialist 3 to help protect the consumers of Washington state. The role involves investigating complex consumer complaints, serving as a staff lead, and training new team members on relevant laws and procedures.
GovTechHuman ResourcesInformation TechnologySoftware
No H1B
Responsibilities
Provide guidance and instruction to complaint staff on investigating and processing consumer complaints
Review and evaluate completed complaints for thoroughness and accuracy, clarity and conciseness, and compliance with established policies and procedures. Ensure complaint staff document the actions taken during the complaint process, including rule violations, in the CRM database to identify companies whose business practices warrant investigation by the compliance investigations team
Receive escalated complaints from consumers who disagree with staff’s findings and make determinations if staff’s findings are correct or need to be changed
Receive referrals from staff when assistance is needed to resolve issues and/or customers that are more difficult to answer/handle
Respond to, and investigate as appropriate, consumer complaints referred by the Commissioners, the Governor’s Office, Legislative members and staff, and municipal leaders
As trainer, train and instruct complaint team staff on UTC laws, rules, and company tariffs, how to receive and investigate consumer complaints, and how to prepare and document complete and comprehensive complaint records in CRM. Review in-training staff’s investigative work before closure to ensure its complete
Provide technical assistance to regulated companies and document the technical assistance in the Compliance Investigations Database. Discuss with the Consumer Protection Manager self-reporting cases and cases where the company strongly disagrees with commission staff’s interpretation of the rules
Assist the Administrative Assistant with responding to non-jurisdictional consumer inquiries, to include drafting a written response
Provide back up to the Administrative Assistant for deleting activities in CRM, such as unsent email activities, for complaint staff
In a call center environment, answer calls received to the Consumer Complaint hotline when staffing is low
Records information in the complaints database about customer complaints regarding service from a company regulated by the commission
Investigates the customer's claims by researching the appropriate statute, rule, or tariff, and analyzing data obtained from the company
Works with the customer and a representative from the company to resolve the customer's dispute, mediating, facilitating, and negotiating as needed
Determines whether the company's conduct complies with relevant statutes, rules, tariffs, and contracts. If the company's business practices do not comply, provide technical assistance, and explain to the company representative how to change the company's practice to meet the applicable regulatory requirement
Maintain Consumer Complaint Manual, keeping it updated
Refer consumer complaints to the compliance investigations team for possible formal investigation
Gather the monthly complaint team stats for the Workload Data Statistics to include providing quarterly numbers to the financial services team
Qualification
Required
Two (2) years as a Consumer Program Specialist
Ability to demonstrate proficient expertise in the following competencies (this may be gained through education, experience, or a combination of both):
Attention to Detail - Ability to ensure accuracy of completed work and compliance with related standards, policies, regulations and laws
Basic Math Skills - Use of math and basic accounting skills to analyze company responses to billing disputes
Critical Thinking - Skilled in analyzing information, identifying issues, deriving possible scenarios, determining options and selecting appropriate solutions
Knowledge of Microsoft Products - Intermediate user of Outlook, Word, Excel, and other computer systems to enter data and information. Experience using computer software to communicate, track, record, and document actions and outcomes
Investigations - Ability to gather, analyze, and interpret information to understand and solve complex issues. Requires a systematic approach to identifying facts, evaluating evidence, and forming conclusions
Regulatory Knowledge - Understanding and familiarity with program policy, Revised Code of Washington (RCW), Washington Administrative Code (WAC), and federal laws, including industry regulations and compliance requirements
Stakeholder Engagement and Communication - Maintain open lines of communication with stakeholders, updating them regularly on the progress of a case. Uses strong interpersonal skills to build and maintain relationships
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. Reads, comprehends, and interprets written material, and be consistent with the commission's Plain Talk principles and Style Guide
Diversity Equity and Inclusion (DEI) Competencies (expected of all employees):
The ability to take action to learn and grow
The ability to take action to meet the needs of others
EDI Knowledge, Understanding, & Commitment
Self-Awareness and Commitment to Growth
Cultivating Mutually Beneficial and Trusting Strategic Partnerships
Inclusive Excellence & Allyship
UTC Values (expected of all employees):
Respect
Professionalism
Integrity
UTC Core Competencies (expected of all employees):
Accountability
Measuring Success and Improvement
Customer Focus
Results Focus
Communication Skills
Adaptability/Flexibility
Self-Development
Continuous Process Improvement
Benefits
Medical (including vision), dental and basic life insurance
Medical flexible spending account
Basic life and long-term disability insurance
Dependent care assistance
Washington State Employee Assistance Program
Washington Public Employees' Retirement System (PERS)
Deferred Compensation Program
Public Service Loan Forgiveness
Paid holidays
Sick leave
Vacation (annual leave)
Military leave
Bereavement leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
The Carlyle Group,Warburg PincusWarburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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