State Regulatory Compliance Lead

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

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.