Reg Compliance Specialist

059 Northern IN Public Serv Co LLC; Merrillville (IN); On-site; USD 82,000 - 123,000; Full time

Job summary

NiSource’s Regulatory Compliance Specialist provides state-specific regulatory compliance expertise, manages elevated customer complaints, interprets tariffs and regulatory requirements, and represents the company with regulators and external stakeholders.

The role partners across functions to help the operating company meet regulatory obligations, resolve high-risk customer matters, and communicate emerging compliance or legislative impacts to leadership.

Qualifications

• Bachelor's degree or equivalent experience.
• 1-3 years experience in regulatory compliance, customer advocacy, complaint resolution, utility customer operations, regulatory affairs, or related field.
• Demonstrated ability to interpret and apply complex rules, tariffs, regulations, policies, and consumer protection requirements.
• Experience independently managing sensitive, escalated, or high-risk customer or stakeholder matters through resolution.
• Ability to analyze information, identify trends, and prepare accurate reports and written responses for leadership or external stakeholders.
• Strong written and verbal communication skills, including the ability to explain complex requirements clearly and professionally.
• Demonstrated judgment, discretion, organization, and ability to manage multiple priorities and deadlines.
• Ability to work effectively across functions and build credibility with internal and external stakeholders.

Responsibilities

• Support specialized state or local operating company compliance activities, provide training and subject matter guidance, monitor regulatory and legislative developments, and communicate relevant impacts to leadership and business partners.
• Establish and maintain credible relationships with regulatory commission staff, state agencies, legislators, municipal leaders, community partners, and other external stakeholders, and coordinate timely responses and follow-up commitments.
• Analyze case data, compliance results, and performance metrics to identify trends, root causes, and opportunities for corrective action or process improvement.
• Prepare accurate and timely compliance, complaint, customer program, and management reports for internal leadership and regulators, as required.
• Conduct independent reviews of customer service and call center performance against state-specific compliance requirements and identify potential gaps or emerging risks to support employee coaching and continuous improvement efforts.
• Coordinate mediation requests, formal complaint responses, case documentation, hearing preparation, and assigned testimony while balancing customer, company, and regulatory interests.
• Resolve elevated and highly complex customer complaint escalated beyond standard customer service channels, including complaints received through regulatory commissions, legislators, Better Business Bureau channels, social media, executives, operating company leaders, and other internal or external sources.
• Independently manage complaint investigations, documentation, reporting and responses that may advance to formal regulatory hearings or proceedings.
• Provide state-specific regulatory compliance guidance to leadership, Customer Care, Operations, Regulatory, Communications, Legal, and other business partners.
• Interpret and apply state tariffs, regulations, consumer protection requirements, rate structures, and applicable company policies and procedures to support compliant business decisions.

Skills

Regulatory compliance

Stakeholder management

Data analysis

Report writing

Policy interpretation

Education

Bachelor's Degree or equivalent experience

Job description

Job Summary

The Regulatory Compliance Specialist provides state-specific regulatory compliance expertise. The role independently manages elevated and complex customer complaints, monitors compliance performance, interprets tariffs and regulatory requirements, and represents the company with regulators and other external stakeholders. The specialist partners across functions to help the operating company meet regulatory obligations, resolve high-risk customer matters, and communicate emerging compliance or legislative impacts to leadership. The role operates with appropriate independence in routine case management, compliance review, analysis, and stakeholder coordination, applying judgment within established tariffs, regulations, policies, and delegated authority. The specialist escalates legal interpretations, significant compliance exposure, precedent-setting matters, and commitments outside delegated authority. The role provides state-specific support within an enterprise framework and collaborates with peer specialists and corporate functions to promote consistency where requirements align.

Essential Functions

• Support specialized state or local operating company compliance activities, provide training and subject matter guidance, monitor regulatory and legislative developments, and communicate relevant impacts to leadership and business partners.
• Establish and maintain credible relationships with regulatory commission staff, state agencies, legislators, municipal leaders, community partners, and other external stakeholders, and coordinate timely responses and follow-up commitments.
• Analyze case data, compliance results, and performance metrics to identify trends, root causes, and opportunities for corrective action or process improvement.
• Prepare accurate and timely compliance, complaint, customer program, and management reports for internal leadership and regulators, as required.
• Conduct independent reviews of customer service and call center performance against state-specific compliance requirements and identify potential gaps or emerging risks to support employee coaching and continuous improvement efforts.
• Coordinate mediation requests, formal complaint responses, case documentation, hearing preparation, and assigned testimony while balancing customer, company, and regulatory interests.
• Resolve elevated and highly complex customer complaint escalated beyond standard customer service channels, including complaints received through regulatory commissions, legislators, Better Business Bureau channels, social media, executives, operating company leaders, and other internal or external sources.
• Independently manage complaint investigations, documentation, reporting and responses that may advance to formal regulatory hearings or proceedings.
• Provide state-specific regulatory compliance guidance to leadership, Customer Care, Operations, Regulatory, Communications, Legal, and other business partners.
• Interpret and apply state tariffs, regulations, consumer protection requirements, rate structures, and applicable company policies and procedures to support compliant business decisions.

Required Qualifications For Position

• Bachelor's Degree or equivalent experience.
• 1-3 years Experience in regulatory compliance, customer advocacy, complaint resolution, utility customer operations, regulatory affairs, or a related field.
• Demonstrated ability to interpret and apply complex rules, tariffs, regulations, policies, and consumer protection requirements.
• Experience independently managing sensitive, escalated, or high-risk customer or stakeholder matters through resolution.
• Ability to analyze information, identify trends, and prepare accurate reports and written responses for leadership or external stakeholders.
• Strong written and verbal communication skills, including the ability to explain complex requirements clearly and professionally.
• Demonstrated judgment, discretion, organization, and ability to manage multiple priorities and deadlines.
• Ability to work effectively across functions and build credibility with internal and external stakeholders.

Preferred Additional Qualifications for Position

• Experience in a regulated utility or similarly regulated industry.
• Direct experience working with a state public utility commission or other regulatory agency.
• Experience with formal complaint proceedings, mediation, investigations, hearing preparation, or testimony.
• Knowledge of utility rate structures, customer service requirements, billing or work management systems, and compliance reporting.
• Experience with statistical analysis, trend reporting, customer programs, training, or process improvement.

Physical Demands

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position. As a public utility, NiSource provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.

Work Authorization

Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

Workplace Connection

We value a workplace where everyone feels respected, included, and able to do their best work. We encourage open dialogue, value different perspectives, and work collaboratively with employees, customers, and partners. We recognize and respect the unique experiences people bring, including different backgrounds, cultures, and viewpoints. We treat others with professionalism and care, and we each play a part in creating a positive work environment.

Veteran Hiring & Inclusion

NiSource is proud to support veterans, transitioning service members, and military spouses. We value the leadership, teamwork, and mission-focused experience the military community brings, and we are committed to providing an inclusive workplace with opportunities for professional growth and development.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

ADA Accommodations

If you need a reasonable accommodation to participate in any stage of the hiring process or to perform the essential functions of the position, please contact OneHR at [e-mail] or 1-888-640-3320.

Safety Statement

Safety is a core value at NiSource. Employees are expected to follow safety requirements, report hazards, and help maintain a safe environment for themselves and their coworkers.

E-Verify

NiSource participates in the U.S. Department of Homeland Security's E-Verify program. Please review the following notices regarding your rights and responsibilities under U.S. law. E-Verify Poster (English and Spanish) Right to Work Poster (English and Spanish)

Salary Range

Salary Range*: $82,200.00 - $123,200.00 *The salary offered to a candidate is based on several factors including but not limited to the candidate’s skills, job-related knowledge, and relevant experience, as well as internal pay equity.

At NiSource, you'll be part of the team serving nearly four million customers throughout the Midwest and Mid-Atlantic, who count on us to energize their homes and businesses. Whether speaking with customers by phone, analyzing financial data or installing new gas lines in a neighborhood, you’ll meet exciting challenges each day and make the most of your skills and talents. And you’ll be part of a company that was named by Forbes magazine as one of America’s Best Large Employers.