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.
The Consumer Affairs Analyst will also 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 and may participate in consumer outreach programs.
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Job Duties:
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 information from the subject of the complaint and other relevant sources; 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 with explanations; participate in administrative hearings regarding insurance matters; correspond with insurance-related entities to assist with the development and monitoring of corrective action plans; entering data in agency-specific databases
RESPOND TO A WIDE ARRAY OF QUESTIONS AND REQUESTS FOR ASSISTANCE
- Respond 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
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
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
EMPLOYEE EDUCATION AND TRAINING
- Complete training from the the National Association of Insurance Commissioners and other insurance-related organizations; complete other training to develop knowledge, skills and abilities to become increasingly efficient and effective in fulfilling job responsibilities and complete 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
- Other duties as assigned as related to the position
Knowledge, Skills & Abilities (KSAs):
Knowledge:
- 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
- Computer software such as Google Docs, Google Sheets, Microsoft Word (word processing), Microsoft Excel (spreadsheets), and Microsoft Access (database)
- Indicators (red flags) of law violations relating to different lines of insurance. Acquired through on-the-job training and by independent study
- How laws, rules, regulations, terms and concepts relate to the operations of various types of entities regulated by the agency
- Professional correspondence formats and grammar usage in written and verbal communications
- Functions and duties of each division of the agency. Acquired through on-the-job training
- The investigation processes, methods and tools, and file documentation
- Insurance terms, concepts and generally accepted industry practices
- Insurance-related laws and rules; agency policies and procedures
- Arizona Management System principles and practices
- Principles and practices of administration
- Negotiation and mediation methods
Skills:
- Planning, organizing, coordinating and establishing priorities for a varied workload, developing cogent investigative plans and conducting relevant research
- Applying reason and sound judgment to the review, decisions and recommendations on issues of significant complexity and difficulty
- Using judgment to adapt to changing conversational dynamics
- Applying laws, rules, and statutes to applicable scenarios
- Handling difficult communication scenarios
Ability:
- 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
- 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
- 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
- Ten-keying, alphabetizing, organizing information numerically and using standard office equipment (photocopier, fax, telephone, folding machine etc.)
- 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
- Writing, typing and proofreading documents
Selective Preference(s):
- A minimum of 2 years of work experience in insurance in a customer-service capacity
Pre-Employment Requirements:
- Employees who drive on state business are subject to driver license record checks, required to maintain acceptable driving records and complete any required driver training (see Arizona Administrative Code R2-10-207.11)
- Requires possession of and ability to retain a current, valid state-issued driver license appropriate to the assignment
Benefits:
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
For a complete list of benefits provided by The State of Arizona, please visit our benefits page
Retirement:
- 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
Contact Us:
- If you have any questions please feel free to contact Shawn McConnell at shawn.mcconnell@azdoa.gov
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