Consumer Safety Inspector
Food Safety and Inspection Service
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Posted: February 5, 2026 (1 day ago)
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Consumer Program Specialist
State of Washington
Utilities and Transportation Commission
Location
Washington, 98504
Salary
$57,252 - $76,968
per year
Type
Internship
More Administrative & Clerical jobs →Closes
February 13, 2026More State jobs →
Job Description
Summary
This job involves leading a team that handles complex consumer complaints in the utilities and transportation sector, reviewing investigations, and deciding on outcomes for escalated cases from high-level sources like the governor or legislature.
It also includes training new staff on relevant laws, rules, and complaint processing systems.
A good fit would be someone with strong leadership skills, experience in consumer protection or investigations, and the ability to communicate clearly while working in a hybrid office environment.
Key Requirements
- Experience investigating and processing complex consumer complaints
- Ability to provide guidance and training to staff on laws, rules, and complaint procedures
- Proficiency in reviewing complaint documentation for accuracy and compliance
- Skills in handling escalated complaints and referrals from government officials
- Familiarity with CRM systems for tracking and documenting complaints
- Strong communication skills for technical assistance to regulated companies
- Availability for occasional travel and hybrid work in Lacey, WA
Full Job Description
Respect. Professionalism. Integrity. Accountability.
Help protect the consumers of Washington state!
Consumer Program Specialist 3
INTERNAL ONLY
Salary Range: 52, Step A ($57,252) – Step L ($75,108) annually.
The starting salary offer will be determined based on Article 42 of the Washington Federation of State Employees (WFSE) Collective Bargaining Agreement (CBA). Typically Step M of the pay range is a longevity step.
This recruitment is open until Thursday, February 12, 2026, at 5:00pm.
The Opportunity:
Serving as a consumer complaint team staff lead, the Consumer Program Specialist 3 investigates the most complex consumer complaints.
It receives escalated complaints from consumers who disagree with staff’s findings and makes determinations whether findings are correct or need to be changed.
This position will investigate or assign complaints that are referred to the UTC by the governor’s office and/or by the legislature.
This position also serves as trainer for new consumer program specialists. Trains new consumer complaint team members, and other division staff, on UTC laws, rules, and company tariffs.
It also trains staff on how to respond to and investigate consumer complaints and inquiries and how to process complaints in the complaint system (CRM).
Hybrid:
This is a hybrid opportunity. However, the incumbent must be available to report to the Lacey headquarters building to meet business needs.
Travel:
Occasional travel during and outside normal work hours throughout the state for public meetings or hearings related to commission filings may be required.
Requirements
Some of what you’ll do:
- Provide guidance and instruction to complaint staff on investigating and processing consumer complaints.
- 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.
- 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.
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.
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.
Additional duties include, but aren’t limited to the following:
- 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.
- 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.
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.
Qualifications
Required Qualifications:
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
Additional Information
READ THE FOLLOWING INFORMATION COMPLETELY:
- This position is included in a bargaining unit represented by the Washington Federation of State Employees (WFSE).
- RCW 80.01.020 limits the UTC's ability to employ any person who owns stock in any company the UTC regulates or is otherwise financially interested in such company. Such interests include those of an employee's spouse.
- UTC does not use E-Verify; therefore, we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visit www.uscis.gov.
How to Apply:
Current UTC employees may click the apply button at the top to begin. Ensure you attach the following documents to your completed application:
- Letter of Interest - describing how you meet the position qualifications and why you believe you are the ideal candidate.
- Resume - detailing your applicable competencies, experience and education.
- References - At minimum, three (3) professional references with current telephone numbers and email addresses must be included with your application; one (1) contact MUST be your current or most recent supervisor.
Persons needing accommodation in the application process may contact the recruiter via telephone on (360) 664-1134 or email the UTC HR office at humanresources@utc.wa.gov. For TTY service, please call the Washington Relay Service on 7-1-1 or 1-800-833-6384.
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