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

Salary: $19.23 - $21.50/HR 

Grade: 17

Closing Date: Open Until Filled 

The Market Regulation and Consumer Services Section (MRCS) provides consumer services by investigating insurance related matters and providing information to consumers. MRCS also analyzes and audits insurance company general business practices in the state to determine compliance with AZ laws and rules. The Assistant Insurance Analyst position consists of conducting fact gathering, case management, and other administrative duties in support of the MRCS activities which include review, research, analysis, investigation, responding to and resolving 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; assisting consumers with insurance issues of varying degrees of difficulty by phone, in writing and in person.

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.

Administrative Case Management:
• Set up new case files that include consumer complaints, healthcare appeals, market conduct and market analysis, as they come in, including data and documents, in applicable databases.
• Correspond with consumers to clarify complaints and obtain missing information or documents.
• Handle and track all consumer assistance cases assigned to them and maintain electronic case files in the Department’s case management databases.
• Keep and records gathered throughout an assistance case. Keep up-to-date reports of all active cases, including detailed descriptions of the case’s status, and pending issues or resolutions that require supervisory input.
• Communicate with all related parties to a complaint, including Arizona consumers, while expected to use a professional and respectful tone and language in all interactions (verbal or written) with outside-parties.

Assist Members of the Public:
• 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.

Administrative Tasks:
• Prepare outgoing mail for the unit; collect, scan and catalog incoming mail.
• Generation of weekly matrix numbers; monitoring of various group email accounts, unit fax and phone numbers/voicemails.
• Work with agency public records custodian to identify the scope of records to be provided.
• Redact confidential information and produce a log that describes redacted information; organize materials to be furnished.
• Coordinate with public records custodian regarding maintenance of physical file records and destruction calendar.
• Tracking and follow up of Market Conduct Annual Statement submissions. Monthly review and report of Health Insurance Casework System (HICS) activity.

Case Investigation:
• Investigate and analyze incoming cases to determine whether the complaint is within the agency’s jurisdiction and if not, correspond with the consumer and refer to the correct jurisdiction when possible.
• Analyze and investigate laws and jurisdictional authority, other state regulatory agencies, and other states Department of Insurance and Financial Institutions agencies.
• Conclude cases according to policies and procedures and update all records.

KNOWLEDGE
• Knowledge of Insurance-related laws and rules; agency policies and procedures.
• Knowledge of Arizona Revised Statutes Title 20, Title 6, Title 32 and Title 44 is preferred but not required.
• Knowledge of Insurance terms, concepts and generally accepted industry practices.
• Knowledge of the functions and duties of each division of the agency.
• Knowledge and prior use of computer software such as Gmail, Google Docs, Google Sheets, Microsoft Word (word processing), Microsoft Excel (spreadsheets), and Microsoft Access (database).
• Knowledge and prior use of computer software

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 work plans and conducting relevant research.
• Record-keeping skills relating to a large number of documents, communications, and other complex documents and files.

ABILITIES
• Ability to be results oriented with sound judgment.
• Ability to be assertive.
• Ability to establish credibility and be decisive while recognizing and supporting the departments preferences and priorities.
• Ability to maintain confidential information.
• Ability to handle multiple tasks at once
• Ability to independently communicate 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.
• Ability to write, type and proofread documents and email communications.
• Ability to work cooperatively by establishing and maintaining effective professional working relations with supervisor, agency staff, insurers, producers, other regulated entities, consumers and other parties seeking information or assistance from the agency.

A great candidate will be able, under minimal supervision, to engage in thorough fact-finding of relevant information pertinent to the resolution of each specific case. A great candidate will be a driven individual who is inquisitive, organized, and excited about the possibility of aiding wronged consumers and punishing those who engage in misconduct. Strong communication skills, great organizational skills, and the ability to handle various projects simultaneously are essential for a successful candidate.

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