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Hearing Officer

1 month ago

Seattle WA United States City of Seattle Full time

Seattle Public Utilities (SPU) is looking for a passionate Hearing Officer to serve as a key advisor on billing risk and compliance. The Hearing Officer is responsible for administering the hearing and appeal processes for complex billing disputes, issues final administrative decisions on behalf of the Utility and serves as an advisor on risk and compliance with applicable utility laws, policy analysis, and program evaluation.

About Seattle Public Utilities: Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities.

We know work isn't only about what you do, it’s also about who you work for and with SPU provides a fun and family-friendly work environment that supports a work-life balance, including:

  • Hybrid work schedule opportunities
  • Family-friendly and multicultural work environment
  • Generous benefits package
  • Free Orca Pass
  • City pension plan with employer/employee contributions
  • Growth potential and advancement opportunities

Responsibilities:

  • Providing an objective and independent review of customer appeals through an administrative process that determines relevant facts, applicable laws, and addresses customer billing disputes on the fairness of unpaid charges for the water, wastewater, and solid waste lines of business.
  • Independent review of stormwater and side sewer enforcement appeals.
  • Conducting a fair and impartial optional in-person, telephonic, or remote hearing.
  • Negotiate, authorize settlement agreements, and issue final written administrative decisions on behalf of the utility acting in the capacity of the General Manager/ Chief Executive Officer for utility billing, stormwater, side sewer enforcement, and policy related appeals.
  • The Hearing Officer is also responsible for advising the utility on customer privacy and other billing-risk issues and compliance issues. This may include policy development and guidance on:
    • Lead policy or rule development with respect to billing risk and compliance.
    • Vet proposed policies and rules from community-oriented and risk-management perspectives.
    • Research and analyze laws, regulations, policies and other governance documents to inform policy development.
    • Advise leadership on billing, compliance, and privacy impacts of projects, use of technology software, and data collection.
    • Work collaboratively with other departments on payment, privacy and billing risk issues.

Experience: Three (3) years’ experience in business, public administration, utilities, customer service or analytic work providing a background in problem-solving. Strong written and verbal communication skills and experience in customer service or customer relations, conflict resolution, and customer billing. This work requires knowledge of billing systems and related rules and regulations.

Education: Bachelor's Degree in Business, Engineering, Environmental Science, Public Administration, Finance, or related discipline.

Education and Experience Equivalency: Combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class.

Desired Qualifications:

  • Strong written and verbal communication skills.
  • Knowledge of billing systems, including related rules and regulations.
  • Knowledge of privacy rules and regulations.
  • Proficient in researching laws, regulations, policies and other authoritative documents, in both public and private sectors.
  • Good Independent judgement and the ability to make recommendations is critical.
  • Ability to work both strategically, tactically, and independently.
  • Facilitation, negotiation, and/or conflict resolution skills.

How to Apply: In addition to fully completing the online application, please attach your resume and cover letter. Your cover letter should address your knowledge and experience related to the position.

Workplace Environment: This position allows for the flexibility of a hybrid work schedule. Starting January 2, 2025, City employees will have the option to work remotely two days a week. Individual schedules will be agreed upon by the employee and their supervisor.

Salary: The full salary range for this position is $43.89 - $65.83 per hour.

Benefits: The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life, and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website.

Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.

If you have any questions, please contact Charles Gilmore at .

Learn more about Seattle Public Utilities at our web page .

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