Business Analyst - Customer Policy & Solutions - Akron FirstEnergy Headquarters

FirstEnergy

About the Opportunity

This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp. [SC00] 

Summary: The Universal Service Fund (USF) Analyst is responsible for reviewing, validating, and approving customer applications for New Jersey's Universal Service Fund (USF). This position ensures applications are processed accurately, timely, and in compliance with New Jersey Board of Public Utilities (BPU), Department of Community Affairs (DCA), and utility program requirements. 

The analyst serves as a key customer advocate by helping income-qualified households access energy assistance benefits, reducing energy burden, and maintaining utility service affordability. The role requires strong analytical skills, attention to detail, regulatory compliance knowledge, and excellent customer service capabilities. 

Responsibilities to include:

Application Processing & Eligibility Determination 

• Review, evaluate, and process USF applications received through multiple intake channels. 
• Verify applicant eligibility based on income thresholds, household composition, residency, utility account information, and program-specific requirements. 
• Validate supporting documentation including pay stubs, tax records, government benefit statements, identification documents, and proof of residency. 
• Calculate eligibility and benefit levels in accordance with state and program guidelines. 
• Approve, deny, or pend applications based on established policies and procedures. 
• Ensure applications meet required service level agreements (SLAs) and processing timelines. 

Program Compliance & Quality Assurance 

• Maintain compliance with New Jersey BPU, DCA, and USF program requirements. 
• Perform quality reviews to ensure consistent and accurate eligibility determinations. 
• Document all decisions and maintain complete electronic case records. 
• Identify and escalate potential fraud, duplicate applications, or eligibility discrepancies. 
• Participate in audits, quality reviews, and regulatory reporting activities. 

Customer & Community Support 

• Communicate with applicants regarding missing information, eligibility decisions, and next steps. 
• Provide education regarding USF, Fresh Start, and other available energy assistance programs. 
• Work collaboratively with community action agencies, non-profit organizations, and state agencies supporting program delivery. 
• Assist customers experiencing financial hardship by identifying available assistance options. 

Data Management & Reporting 

• Enter and maintain accurate customer information in program administration systems. 
• Generate and review reports related to application processing volumes, approval rates, processing times, and program participation. 
• Analyze application trends and identify opportunities to improve operational efficiency. 
• Support regulatory and management reporting requirements. 

Continuous Improvement 

• Recommend process improvements that enhance customer experience, compliance, and operational effectiveness. 
• Assist with development of procedures, training materials, and business process documentation. 
• Support implementation of program enhancements and system updates. 

Qualifications to include: 

• Bachelor's degree in business administration, Public Administration, Social Services, Finance, Accounting, Communications, or related field. 
• Equivalent combination of education and relevant experience may be considered. 
• 2-5 years of experience in: Program administration, Eligibility determination, Utility customer assistance programs, Public benefits administration, Financial analysis, Customer service operations 
• Strong analytical and decision-making abilities. 
• Experience reviewing financial and income documentation. 
• Exceptional attention to detail and accuracy. 
• Ability to interpret policies, regulations, and eligibility requirements. 
• Strong written and verbal communication skills. 
• Ability to manage a high volume of applications while maintaining quality standards. 
• Proficiency in Microsoft Office Suite, particularly Excel and Outlook. 
• Experience working with case management or customer information systems. 
• Experience administering LIHEAP, USF, SNAP, Medicaid, TANF, or similar public assistance programs. 
• Knowledge of New Jersey energy assistance programs and low-income customer policies. 
• Utility industry experience. 
• Experience with regulatory compliance and audit support. 
• Bilingual communication skills (English/Spanish preferred). 

Benefits, Compensation & Workforce Diversity 
 

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401 (k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1 B visas at this time. 
 

Safety 

Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards. 

FirstEnergy Human Resources Team