Job Description

Research and lead investigation of complex and high risk complaints filed with regulatory agencies, customer advocacy groups, legal aid organizations, other government entities and company officers, with direct impact to regulatory, reputational and financial risk.

Serve as a primary representative of MidAmerican Energy in the formal review, analysis, and resolution of external complaints, regulatory matters, and officer-level escalations, including development of defensible written responses that become part of the official regulatory record. Manages supervisor and leadership level escalations requiring advanced judgment and regulatory interpretation.

Partner with legal services in support and defense of formal regulatory complaints and inquiries, including analysis of facts, identification of regulatory and business precedent and documentation for compliance with regulatory rules and company tariffs.

Facilitate resolution of claims, regulatory and escalated matters with internal business partners, regulatory agencies and external entities independent professional judgment and risk-based decision-making to prevent escalation to litigation or formal proceedings.

Complete root cause analysis and provide recommendations for process and procedure changes to reduce future regulatory exposure, improve compliance outcomes and enhance operational effectiveness.

Provide advisory review and guidance for departmental written communications to ensure accuracy, regulatory sufficiency and defensibility. Act in a functional lead capacity to quality coordinators providing subject matter expertise, guidance on complex investigations, and support to strengthen consistency, quality, and escalation prevention.

Lead end-to-end investigation, analysis, and resolution of regulatory complaints and high-risk escalated matters with direct external exposure and organizational impact.

Complete detailed investigations through advanced fact finding research utilizing multiple enterprise systems and cross functional sources. Gather documentation and procedural information directly from business unit leadership across gas and electric operations and engineering, customer operations, billing and credit, call center operations, renewables, transmission, regulatory, and legal services. Partner directly with business unit vice presidents and senior leadership to resolve complex and sensitive customer escalations, ensuring alignment on resolution strategy, risk mitigation, and regulatory positioning.

Analyze findings to determine compliance with tariffs, administrative rules and regulatory precedent. Monitor regulatory response deadlines and ensure compliance through direct coordination with leadership. Maintain documentation suitable for external review. (30%)

Compile investigative findings into concise, accurate, and defensible written responses submitted to regulators and external agencies as part of the official company record. Provide clear and consistent written and verbal explanations of complex issues involving regulatory interpretation, claims law, and policy application. Recommend resolution approaches that balance compliance requirements, operational realities, and risk exposure. (25%)

Evaluate employee application of policies, procedures, rules and regulations from a quality and compliance perspective, and identify coaching or training needs for leadership review where inconsistencies or risk patterns exist. (10%)

Identify systemic issues and recommend process improvements to internal business partners to reduce regulatory exposure, claims prevention and improve consistency and gain efficiencies while controlling cost. (10%)

Establish and maintain credibility with regulatory agencies and external stakeholders through consistent, accurate, and defensible investigation and response practices. Maintain strong internal cross‑functional relationships to facilitate timely and well-supported resolutions. (5%)

Provide functional leadership within the quality organization, including Mentoring and guiding quality coordinators on complex investigations and regulatory matters. Supporting consistency in investigation approach and decision-making. Administering and overseeing customer care quality monitoring and scoring processes, ensuring alignment with regulatory expectations, procedural accuracy and company standards.

Review complex investigations and written responses for quality and defensibility.
Support cross-functional initiatives focused on regulatory risk reduction and operational improvement. Analyze performance data to identify trends and drive consistency and operational excellence. (20%)

Perform additional responsibilities as requested or assigned.

Bachelor's degree in communications, business administration or related field or equivalent related work experience. (Typically, six years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.)

The senior quality coordinator position requires a minimum of five years’ experience in regulatory complaints, quality assurance, claims analysis, compliance, or similarly complex issue resolution environments.

Demonstrated experience interpreting energy industry regulations, tariffs, claims law, and high risk consumer issues, as well as advanced root cause analysis, preferred.

Demonstrated ability to understand business operations end to end and assess regulatory, financial and reputational implications beyond defined processes.

Proficient with Microsoft Office programs.

Excellent oral and written communication skills, with a preference for knowledge of AP standards.

Excellent analytical and critical-thinking skills.

Ability to prioritize and manage multiple tasks and projects concurrently with a high degree of accuracy and attention to detail.

Willingness to travel five percent of the time within the state and must have valid driver's license.

MidAmerican Energy Company, a Midwest utility, provides regulated electric and natural gas service to more than 1.6 million customers in Illinois, Iowa, Nebraska and South Dakota. The company owns and operates a portfolio of power-generating assets, approximately 61% of which is wind generation.