Regulatory Compliance Specialist

NiSource Corporate Services Co; Lexington (KY); On-site; USD 70,000 - 95,000; Full time

Job summary

NiSource Corporate Services Co is seeking a Regulatory Compliance Specialist to provide state-specific regulatory compliance expertise and independently manage elevated customer complaints. The role collaborates with leadership and cross-functional teams to interpret tariffs and regulations and communicate impacts to external regulators and internal stakeholders.

The specialist analyzes case data, prepares reports, and coordinates with regulators, legislators, and other external parties to

Qualifications

• Bachelor's degree or equivalent experience is required.
• 1–3 years of experience in regulatory compliance, customer advocacy, complaint resolution, or related fields.

Responsibilities

• Provide state-specific regulatory compliance guidance and monitor regulatory developments.
• Establish relationships with regulatory staff, agencies, legislators, and other stakeholders.
• Analyze case data and performance metrics to identify trends and improvement opportunities.
• Prepare compliance and management reports for leadership and regulators.
• Conduct reviews of customer service and call center performance for compliance gaps.
• Coordinate mediation requests, formal complaint responses, and testimony preparation.
• Manage elevated and complex customer complaint investigations and documentation.
• Provide state-specific guidance to leadership and cross-functional teams.

Skills

Regulatory compliance

Stakeholder communication

Data analysis

Report writing

Project management

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. Employe