100 N 15th Ave
Phoenix, AZ 85007

*Hybrid/Remote options available

Salary: $66,000-$69,000 

Grade: 23

Closing Date: 03/27/2026

The Consumer Legal Affairs Officer, and Agency Ombudsman provides advanced legal, policy, and regulatory guidance to Department leadership and staff on matters involving insurer practices, consumer complaints, and state and federal insurance laws. The position conducts complex legal research, analyzes insurer compliance issues, supports Market Conduct and Consumer Services operations, and assists with drafting and evaluating legislation and policy initiatives.

As the Agency Ombudsman, the incumbent responds to escalated constituent inquiries and complaints, coordinates resolutions, and recommends corrective actions. The role involves direct communications with various stakeholders regarding the resolution of consumer complaints and grievances. The role requires strong analytical skills, sound legal judgment, and the ability to communicate clearly and professionally with consumers, insurers, stakeholders, and government officials. The role also works on drafting Substantive Policy Statements (Regulatory Bulletins) and assists in any follow up pursuant to publishing.

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.

• Conduct extensive legal research of state and federal laws and related regulations. Research and respond to questions that arise during the examination and consumer complaint process. Analyze consumer complaints to identify areas of insurer non-compliance. Coordinate with the Market Conduct Section to identify trends in consumer complaints and alleged industry violations. Communicate with insurance industry representatives regarding regulatory and legal issues involving insurers' general business practices. Determine the most appropriate way to bring insurers into regulatory compliance and work collaboratively with insurers on an on-going basis until the matter is fully resolved.

• Serve as the DIFI Ombudsman. Respond to inquiries and research requests received from the Governor’s Office, the Legislature, Congressional Offices, dissatisfied constituents, the Attorney General’s Office, and the Director’s Office. Investigate and respond to escalated complaints from the Market Conduct and Consumer Services Division. Receive, investigate and respond to complaints filed against the DIFI. Take appropriate action to resolve the complaint and make corrective action recommendations.

• Communicate, both verbally and in writing, with various parties related to consumer cases and complaints. Handle all elevated consumer complaints and work on solutions directly with consumers and entities under the Department's jurisdiction.

• Review, analyze and comment on proposed legislation and policies relating to existing and potential federal and state laws, rules, and regulations, and potential model laws and guidelines of the National Association of Insurance Commissioners. Assist in drafting proposed legislation and amendments. Advocate agency policy pertaining to consumer protections and interests.

• Train and coach Market Conduct and Consumer Services Division staff members to analyze and investigate consumer related matters, research insurance provisions and provisions relating to financial institutions and financial enterprises, and respond to consumers in a thoughtful and professional manner.

• Assist other legal officers within DIFI with regulatory matters by providing insight into regulatory developments, and legal analysis. Assist other as needed on all maters regulatory compliance by planning, developing and conducting trainings and other educational opportunities.

• Research and respond to consumer emails and industry inquiries that require legal knowledge. Develop form letters and emails for use by consumer insurance analysts. Develop consumer-oriented communications for distribution at public events and posting on the Department's website.

• Other duties as assigned as related to the position.

Knowledge:
• Arizona state insurance laws and rules, policies, procedures and case law that pertain to and/or affect the business of insurance, financial institutions, and financial enterprises.
• All types of insurance products and all types of insurance entities.
• Statutory/regulatory construction and principles of public administration.
• General principles of law including contract law and generally accepted elements of various types of insurance contracts.
• Arizona insurance market, industry practices and insurance company operations.
• Federal laws, regulations, and programs and the administration of those programs that pertain to and/or effect the business and transaction of insurance. Including Model Laws promulgated or suggested by state supported organizations.
• Arizona license procedures and requirements for insurers.
• State public records laws, policies and procedures.
• On-going familiarity of federal and state initiatives which may impact consumer protection and insurance industry regulation.
• Computerized data management and word processing software and principles.
• Methods involved in retrieving data from various databases with the agency’s computer systems.
• Knowledge of data sampling, data analysis, and reporting.

Skills:
• Regulatory analysis and negotiation.
• Conducting in-depth legal research and analysis involving interpretation and enforcement of the statutes and rules administered by DIFI and developing effective and legal solutions.
• Developing and maintaining effective, professional interpersonal relationships, and in some cases, confidential working relationships.
• Reading and interpreting state and federal laws and regulations and contract provisions.
• Communicating clearly and effectively both verbally and in writing, including the ability to engage in difficult discussions.
• Maintain professional tone while dealing with sometimes irate stakeholders.
• Develop and maintain training opportunities for staff and sometimes for external stakeholders.
• Employing discretion and diplomacy in dealing with outside parties.
• Providing complex information and advice to high level officials.

Ability:
• Conduct highly complex legal research and analytical work.
• Analyze, interpret and evaluate complex/conflicting situations, documents, contractual agreements, contract language and data, draw valid conclusions and adopt and implement an effective course of action.
• Quickly grasp complex subject matter, prioritize assignments and to work autonomously.
• Analyze and apply technical and complex laws, rules, and policies to respond to internal and external inquiries.
• Interpret and explain complicated information to others.
• Coach, mentor and train employees.
• Establish and maintain effective and professional working relationships with stakeholders, other state and federal agencies, insurers, producers, coworkers and consumers.
• Communicate diplomatically, clearly and effectively in writing and verbally at a variety of levels with agency management and staff, stakeholders, industry, industry organizations, other state and national regulators, attorneys, consumers and other persons.
• Plan, organize and coordinate activities with others.
• Work autonomously.

A preferred strong candidate would hold a Juris Doctor degree.

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
• Paid Parental 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 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 Debbie Muhlestein @ debbie.muhlestein@difi.az.gov.