DEPT OF INSURANCE AND FINANCIAL INSTITUTIONS

Address:  100 N. 15th Ave. Phoenix, AZ 85007

Salary: $24.03 - $25.72/HR 

Grade: 20

Closing Date: Open Until Filled

The Consumer Affairs Analyst reviews, researches, analyzes, investigates, responds to and resolves a wide array of technical insurance related questions and complaints (sometimes adversarial) involving all kinds of insurance companies, insurance professionals and intermediaries, as well as entities outside the agency's jurisdiction; assists consumers with insurance issues of varying degrees of difficulty by phone, in writing and in person; may assist policyholders at remote sites following disaster events; may participate in consumer outreach programs.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

RESOLVE CONSUMER COMPLAINTS:
• Set up complaint file, including data and documents, in applicable databases; correspond with consumers to clarify complaints; determine whether complaint is within the agency’s jurisdiction and if not, correspond with consumer and refer to correct jurisdiction when possible.
• Obtain, analyze and investigate records, complex contracts, insurance policies, claim files, financial data and other information from the subject of the complaint.
• Request draft subpoenas for documents when necessary; research and properly apply federal and state insurance-related laws, rules and regulations; query agency databases and Internet-based information; determine whether the subject of the complaint failed to comply with laws or insurance contract provisions.
• Recommend to supervisor actions to be taken and resolutions of problems; coordinate with agency investigators on cases that appear to involve violations of Arizona insurance laws or rules.
• Coordinate with market conduct analysts when cases appear to indicate a suspect has systemic problems or has general business practices that violate law.
• Inform insurance consumers about complaint investigation decisions with explanations.
• Participate in administrative hearings regarding insurance matters; correspond with insurance-related entities on developing, implementing and monitoring corrective action plans.

RESPOND TO A WIDE ARRAY OF QUESTIONS AND REQUESTS FOR ASSISTANCE by phone, in writing, and in person:
• Educate citizens on insurance law and matters; guide citizens to federal/state/local agencies, resources and publications that
can best address citizen needs.
• Guide individuals and businesses to resources to help them find insurance coverage for various types of risks.

CROSS-TRAINING:
• Participate in cross-training with financial institutions (FI) consumer services section.
• Learn FI-related laws and rules; agency policies and procedures through on-the-job training.
• Become familiar with FI terms, concepts and generally accepted industry practices.
• Learn how laws, rules, regulations, terms and concepts relate to the operations of various types of Insurance entities regulated by the agency.

PARTICIPATE IN PUBLIC EDUCATION AND OUTREACH:
• Participate in producing online resources (e.g. web content, publications) that address questions the agency receives or that notifies the public about issues of concern.
• Travel to remote locations to help consumers impacted by catastrophic losses, and to locations of public education events.
• Deliver slide presentations to internal stakeholders and consumers to help; educate them about insurance topics, provide information about how to file insurance claims, general information regarding appeals process, and about the roles of the various types of insurance-related entities, etc.
• Help individuals and businesses find insurance- and non-insurance-related contacts who can render assistance; meet with consumers to answer questions regarding various insurance related topics.
• Facilitate communication with insurers and other licensed entities regarding insurance matters.

EMPLOYEE EDUCATION AND TRAINING:
• Complete training to develop knowledge, skills and abilities to become increasingly efficient and effective in fulfilling job responsibilities and any other training as assigned.

AGENCY IMPROVEMENT:
• Actively participate in meetings and working groups designed to identify, develop and implement improvements to systems, processes and information resources to help the agency and the consumer support program achieve their missions more efficiently and effectively.

KNOWLEDGE
• Insurance-related laws and rules (Title 20 and AAC Title 20, Chapter 6); agency policies and procedures. Insurance terms, concepts and generally accepted industry practices. How laws, rules, regulations, terms and concepts relate to the operations of various types of entities regulated by the agency.
• Insurance-related areas of law, such as the Employee Retirement Income Security Act (ERISA), Medicare laws and regulations. Acquired through on-the-job training or by independent study.
• Functions and duties of each division of the agency. Acquired through on-the-job training.
• Indicators (red flags) of law violations relating to different lines of insurance. Acquired through on-the-job training and by independent study.
• The investigation processes, methods and tools, and file documentation.
• Negotiation and mediation methods.
• Computer software such as Google Docs, Google Sheets, Microsoft Word (word processing), Microsoft Excel (spreadsheets), and Microsoft Access (database).
• Professional correspondence formats and grammar usage in written and verbal communications.
• Principles and practices of administration and Arizona Management System principles.

SKILLS
• Handling difficult communication scenarios.
• Using judgment to adapt to changing conversational dynamics.
• Applying laws, rules, and statutes to applicable scenarios.
• Applying reason and sound judgment to the review, decisions and recommendations on issues of significant complexity and difficulty.
• Planning, organizing, coordinating and establishing priorities for a varied workload, developing cogent investigative plans and conducting relevant research.

ABILITIES
• Reading and properly interpreting complex legal contracts, insurance policies, third-party administration agreements, and other technical and complex documents in relation to relevant laws, rules and policies.
• Interpreting the practices and procedures of insurance companies, producers, adjusters, bail bonds agents, surplus lines brokers and other licensed entities as governed by Arizona laws, rules and policies.
• Independently communicating clearly, effectively and diplomatically in writing, in person and on the telephone in routine and complex situations with consumers, attorneys, insurers, producers, licensed entities, agency staff and other state and federal employees, through the use of proper English, spelling and vocabulary.
• Writing, typing and proofreading documents.
• Working cooperatively to establish and maintain effective professional working relations with supervisor, agency staff, insurers, producers, other regulated entities, consumers and other parties seeking information or assistance from the agency.
• Providing honest, thoughtful input in group and one-on-one meetings.
• Ten-keying, alphabetizing, organizing information numerically and using standard office equipment (photocopier, fax, telephone, folding machine etc.).

A minimum of 2 years of work experience in insurance in a customer-service capacity.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona offers a comprehensive benefits package to include:

• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

• Life insurance and long-term disability insurance

• Vacation plus 10 paid holidays per year

• Health and dental insurance

• Retirement plan

• Sick leave

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

• Positions in this classification participate in the Arizona State Retirement System (ASRS)
• Please note that enrollment eligibility will become effective after 27 weeks of employment

If you have any questions please feel free to contact Shawn McConnell at shawn.mcconnell@azdoa.gov