ADMINISTRATIVE SPECIALIST II (Lead Investigator II)

MD; Baltimore (MD); On-site; USD 42,000 - 64,000; Full time

Job summary

Maryland Public Service Commission (CAD) seeks an Administrative Specialist II to conduct evidentiary analysis of complaints, draft initial decisions, and maintain thorough, confidential records. Responsibilities include interacting with utilities, citizens, and staff, and producing data-driven adjudications.

The role emphasizes strong writing, regulatory knowledge, and timely communication within a collaborative, transit-accessible downtown Baltimore setting.

Qualifications

• Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience: One year of administrative staff, clerical, clerical technical, or secretarial work.
• Notes: 30 credit hours may substitute for required experience; military service as a non-commissioned officer may substitute for experience.

Responsibilities

• Investigates complaints received from citizens against regulated companies.
• Evaluates facts against compliance requirements, citing laws, regulations, Orders, and tariffs.
• Drafts first-level adjudication of regulatory violations after investigation results.

Skills

Report writing

Administrative investigation

MS Office

CRM systems

Education

High school diploma or GED

30 college credit hours substitution

Armed Forces service substitution for experience

Tools

Salesforce

Case management software

Job description

Introduction

The Maryland Public Service Commission (Commission) is seeking an Administrative Specialist II to work in the Compliance & Enforcement unit or the Dispute Resolution Unit within the Consumer Affairs Division (CAD). The Commission regulates Maryland utilities, including gas, electric, and telephone carriers, as well as for-profit water and sewage disposal companies. The Commission also has the authority to license gas and electric suppliers, adopt complaint procedures, and establish consumer protection standards regarding supplier services.

CAD is the Commission's Dispute Resolution Office that answers utility customer questions and investigates utility service complaints. CAD is responsible for the enforcement of the Commission's statutes, regulations, and orders governing regulated entities. We seek qualified candidates skilled in administrative investigation, report writing, and applying the law to a set of facts in order to make an independent decision. The ideal candidate has skill in rapidly acquiring proven understanding of complex matters.

Our Work Environment

Downtown Baltimore/Inner Harbor area.

Transit-friendly location near the Metro (Charles Center), Light Rail (Baltimore Arena), and numerous bus stops.

Smart casual dress code.

Collaborative team environment.

GRADE

STD0011

LOCATION OF POSITION

6 St. Paul St.
Baltimore, MD 21202

Main Purpose of Job

The Administrative Specialist II/Lead Investigator II will conduct evidentiary analysis of individual complaint cases and draft an initial written decision letter, citing compliance with or violation of applicable laws and regulations.

POSITION DUTIES

Works with Intake Specialists to investigate complaints received from citizens against regulated companies. Evaluates and relates facts to compliance requirements, citing applicable laws, regulations, Commission Orders, and tariffs. Drafts written first-level adjudication of regulatory violations after considering investigation results. Communicates effectively and professionally with citizens, regulated companies, co-workers, and others both verbally and in writing. Includes the ability to explain the basis of determinations made. Receives, comprehends, and responds promptly and appropriately to verbal and written communications. Consistently utilizes CAD’s database to promote data-driven decisions and to ensure that complaint case files are complete. Performs weekly or biweekly self-audits of assigned complaint cases to ensure timely resolution. Remains knowledgeable on and seeks professional development in a wide range of evolving Maryland law, regulation, tariffs, Commission Orders, and current events. Timely drafting and proofreading of reports, letters, emails, and other materials related to utility consumer affairs, compliance, and education/training. Assists in preparation of records in the event of Public Information Act requests and similar. Maintains confidentiality and clear, comprehensive records of investigations. Maintains a positive, professional relationship with representatives of regulated utilities, the Commission, elected officials, agencies, and other stakeholders.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: One year of experience performing administrative staff, clerical, clerical technical, or secretarial work.

Notes: 1. Candidates may substitute 30 credit hours from an accredited college or university for the required experience. 2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

1. Experience in report writing and/or in applying law or regulation to a set of facts.
2. Proficiency with Microsoft Office Suite (including Word, Excel, and PowerPoint).
3. Experience working with Salesforce or other CRM or case management software.
4. Experience in the energy sector, public utility field, administrative enforcement proceedings,public policy, or consumer protection.

SPECIAL REQUIREMENTS

Candidates may be responsible for providing their own transportation as needed to access meetings, remote locations, and job destinations as assigned.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

BENEFITS

STATE OF MARYLAND BENEFITS

People with disabilities and bilingual candidates are encouraged to apply.

We thank our Veterans for their service to our country.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.