JOB TITLE: INSURANCE CONSUMER SERVICES DIVISION CHIEF

JOB CODE: 04000

DEFINITION: This is professional managerial work directing the activities of a division in the Bureau of Consumer Services in the Department of Insurance.

An employee in this job is responsible for directing the activities of subordinates handling consumer inquiries, providing consumer education and outreach, and performing complaint investigations. Work involves handling complex and/or high profile consumer inquiries, complaint investigations and consumer education and outreach. Work also includes assisting with policy or regulatory development by providing input from the consumer perspective. Work is performed with a high degree of independence and is reviewed by the Director, Bureau of Consumer Services for effectiveness, soundness of judgment and conformance to program goals and departmental policies.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.):

• Directs, through subordinate supervisors, a technical and professional staff responsible for providing a range of insurance consumer services including investigating consumer inquiries and complaints and providing consumer education, outreach, and response.

• Oversees the investigation and response to consumer inquiries and complaints to ensure compliance with established guidelines and procedures.

• Prepares and maintains reports on trends of inquiries and complaints and identifies adverse trends.

• Provides management with an ongoing overview of consumer issues and concerns.

• Supervises or personally conducts interviews, gathers information, and resolves complaints and inquiries.

• Reviews cases with suspected violations of laws and regulations for referral to the Bureau of Licensing and Enforcement or to the Bureau of Market Actions.

• Answers public inquiries regarding insurance contracts and regulations.

• Attends or coordinates staffing at public outreach and educational events.

• Conducts special projects and studies.

• Performs the full range of supervisory duties.

• Employees in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of general insurance terminology pertaining to insurance products, coverages, services, providers and consumers.

• Knowledge of general insurance laws, rules and regulations pertaining to insurance claims and policyholder services.

• Knowledge of methods and techniques used to conduct insurance investigations.

• Knowledge of the principles and practices of employee supervision.

• Ability to analyze reports and interpret written and numerical information.

• Ability to communicate effectively in writing.

• Ability to communicate effectively orally.

• Ability to establish and maintain effective working relationships.

FULL PERFORMANCE KNOWLEDGES, SKILLS, AND ABILITIES: (NOTE: These are expected of an employee performing the work of this job at the full performance level. These may not be evaluated by the State Civil Service Commission or used for Civil Service examination purposes and are not position-specific performance standards.):

• Ability to identify trends in the types of inquiries and complaints submitted.

• Ability to recognize and respond to sensitive situations and information.

• Ability to develop brochures, fact sheets, and informational materials.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities):

• Two years of experience as an Insurance Investigator Supervisor;

or

• Six years of professional experience in insurance underwriting, insurance investigations, claims adjustment, or as an insurance agent or broker, which includes two years of supervisory experience in insurance public contact work, and a bachelor’s degree;

or

• An equivalent combination of experience and training which includes two years of supervisory experience in insurance public contact work.