Administrator/Customer Compliance

The Administrator/Customer Compliance is responsible for supporting and advancing compliance activities within the Customer Technology Support department. This role ensures adherence to various regulatory, operational, and data governance requirements. Acting as a key liaison between Customer Experience teams and internal stakeholders, including Corporate Compliance. The Administrator/Compliance helps ensure that departmental operations comply with laws, regulations, and company policies. Additionally, this position promotes ethical practices within the organization.

POSITION DIMENSIONS

This position may have exempt and non-exempt direct reports. The incumbent has budget responsibilities pertaining to departmental expenses and may be involved in general budget preparation/forecasting. The incumbent frequently exchanges information with exempt and non-exempt personnel across the company, department management, and outside vendors and contractors.

QUALIFICATIONS

This position requires a minimum of six years of relevant work experience with an emphasis on compliance in a regulated utility setting. A bachelor’s degree in business administration, accounting, risk management, computer science, statistics, data analytics, business analytics, data science, information systems, or a related field is preferred. Experience in the regulated natural gas industry and strong communication (oral and written) and organizational skills are preferred.

The following qualifications are also highly desirable:

Regulatory Knowledge: In-depth understanding of TCPA, FDCPA, NACHA, privacy laws, SOX and SOC 2 regulations.

Analytical Skills: Ability to analyze complex regulations and implement compliance strategies.

Communication Skills: Strong written and verbal communication skills to effectively convey compliance requirements and policies.

Attention to Detail: High level of accuracy and attention to detail in compliance documentation and reporting.

Problem Solving: Strong problem-solving skills to address compliance issues and mitigate risks.

Project Management: Ability to manage multiple compliance projects and deadlines.

Ethical Judgement: Strong ethical standards and the ability to make sound judgements in compliance matters.

Adaptive Leadership: Proficiency in leading teams through change and uncertainty. Capability to inspire and drive team performance in evolving regulatory landscapes.

The following certifications are highly desirable:

Fair Debt Collection Practices Act (FDCPA) Certification

Accredited ACH Professional (AAP) Certification

Certified Information Privacy Professional (CIPP)

Certified Sarbanes-Oxley Professional (CSOX)

Certified Information Systems Auditor (CISA)

ESSENTIAL JOB RESPONSIBILITIES

The Administrator’s responsibilities include oversight of compliance activities related to the Telephone Consumer Protection Act (TCPA), Fair Debt Collection Practices Act (FDCPA), NACHA operating rules, privacy laws, and Red Flag Rules. The role also supports the design and monitoring of front-end and back-end controls and contributes to the department’s readiness for Sarbanes-Oxley (SOX) and SOC 2 audits and reviews.

This position plays a critical role in developing, implementing, and monitoring compliance policies, procedures, deliverables, and associated training programs within Customer Technology Support. The Administrator helps promote ethical practices, reduce regulatory and legal risk, and ensures consistent compliance across all supported systems and processes.

- Serve as the department’s liaison for compliance-related activities, including communication with regulatory bodies, internal departments, and external stakeholders; manage incident notifications, coordinate compliance related data requests, and ensure timely and accurate responses.

- Represent the Customer Technology Support department during internal and external audits and external regulatory reviews, including those related to SOX and SOC 2.

- Conduct internal compliance reviews of front-end and back-end systems, controls, customer communication processes, and data handling practices to ensure alignment with TCPA, FDCPA, NACHA, privacy laws, and Red Flag Rules.

- Monitor departmental operations and service delivery standards to ensure compliance with applicable federal and state regulations and internal policies.

- Lead cross-functional teams and collaborate with CTS business analysts and team members in the Customer Experience organization, as well as in other departments such as IT , Internal Audit, Accounting , SOX Compliance, Regulatory, Legal and Operations to design, implement, and enhance existing internal controls that support compliance requirements and risk mitigation.

- Participate in industry forums and committees to stay informed of regulatory changes and emerging best practices in compliance and data governance.

- Create, coordinate, and deliver compliance-related training and awareness programs for Customer Experience departments’ personnel.

- Create and manage the Standard Practice (SP) review and update process for all customer-related SPs, ensuring consistency, accuracy, and timely revisions in accordance with changes to overarching regulatory requirements and Corp Compliance standards to further mitigate risks.

- Track and report on the status of compliance initiatives, audit findings, and corrective action plans to ensure timely resolution and continuous improvement.

- Provide subject matter expertise and guidance on compliance risks, regulatory interpretations, and policy implementation.

- Perform related duties and responsibilities as assigned

- Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

Las Vegas: $107,387 - $161,081

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.