Job Details
Compliance Representative
Diversity of backgrounds, ideas, thoughts, and experiences is vital to our culture and the way we do business. Creating an environment where differences are embraced and where every person feels engaged and included makes us safer, stronger, and more successful.
With a history dating back to 1886, American Water (NYSE:AWK) is the largest and most geographically diverse U.S. publicly traded water and wastewater utility company. The company employs more than 6,400 dedicated professionals who provide regulated and regulated-like drinking water and wastewater services to an estimated 14 million people in 25 states. American Water provides safe, clean, affordable and reliable water services to our customers to help keep their lives flowing. For more information, visit amwater.com and follow American Water on Twitter, Facebook and LinkedIn.
PLEASE NOTE: In order for American Water to evaluate decisions about new regulations, reintegration, and safe operating practices, all employees are required to report their vaccination status.
Primary Role
Responsible for collection processes involving inquires, investigations, and follow-up with customers. Provides excellent customer service and responds in a timely manner to PUC complaints and formal complaints to the legal department. Handles complaints ranging from quality of service issues to simple billing disputes.
Key Accountabilities
- Research customer accounts.
- Maintain accurate updating of information in database and relevant systems.
- Work with call centers to investigate, research and resolve customer complaints.
- Prepare and analyze completed Informal Complaint Reports for accuracy and justified rating.
- Analyzes responsibility for completing written reports to PUC regarding customer complaints and hands-off to appropriate stakeholder.
- Direct interface with internal and external customers regarding credit and collections issues.
- Write responses to the PUC supporting the company’s position.
- Work with PUC Investigators to discuss open complaint cases.
- Utilize active listening skills to clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns.
- Involve the team liaison at the appropriate time in customer service situations that cannot resolved at this level.
- Maintain a high level of product and process knowledge.
- Educate internal/external customers on services.
- Master desktop solutions system applications, including Word and Excel.
- Handle difficult issues and avoid escalation whenever possible.
- Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.
- Be responsive to and execute process improvements/enhancement programs.
- Support and sustain a positive environment that fosters team performance and individual excellence.
Knowledge/Skills
- A general understanding of both water utility field operations and the business implications of customer service decisions is required.
- A working knowledge of customer recordkeeping and billing processes and strong computer skills in a business environment are required.
Experience/Education
- High School Diploma, GED, or equivalent.
- 3 years experience in customer service or compliance.
Competencies
Join American Water...We Keep Life Flowing™
American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.