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Consumer Affairs Analyst

Date Posted:  Jun 3, 2022
Requisition ID:  363141

Indianapolis, IN, US, 46204

Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population.  As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to interview and to perform the essential functions of a role.




This position typically hires at a salary of $36,750 but may be commensurate with education and experience.

About Consumer Affairs:

A consumer affairs analyst is responsible for the day-to-day management of complaints and inquiries that involve ratepayers of Indiana utilities and the 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 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.

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 relative information
  • Comprehend and interpret IC, IAC, utility tariffs, and other relative information
  • Critically analyze data, interpret technical material and complaints/inquires, and exercise logical thinking
  • Communicate extensively with other IURC divisions, utilities, utility groups, 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 consumer 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 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 case load
  • Research issues using Indiana Code, Indiana Administrative Code, utility tariffs and other relative information
  • Performs well independently as well in a group setting
  • Operates effectively in high pressure, quickly evolving and/or adversarial environments
  • Adhere to the work schedule and begin shift promptly at 8:15 am

What We're Looking For

  • Bachelor’s degree preferred, but will consider Customer Service certification and/or relevant work experience
  • 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
  • Prefer regulatory or utility industry experience.


Benefits of Employment with the State of Indiana

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

  • Four (4) medical plan options (including RX coverage) and vision/dental coverages
  • Wellness program (offers eligibility into a discounted medical plan)
  • Health savings account (includes bi-weekly state contribution)
  • Deferred compensation account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • Group life insurance
  • Employee assistance program that allows for covered behavioral health visits
  • Paid vacation, personal and sick time off
  • Competitive leave policies covering a variety of employee needs
  • 12 company paid holidays, 14 on election years
  • Qualified employer for the Public Service Loan Forgiveness Program
  • New Parent Leave


Equal Employment Opportunity

The State of Indiana is an Equal Opportunity Employer

Current Employee? Click here to apply.

Nearest Major Market: Indianapolis