06/01/1989 04131

DIRECTOR, BUREAU OF CONSUMER SERVICES, INSURANCE

DEFINITION: This is responsible managerial work in directing the consumer services and consumer education programs in the Insurance Department.

The employee in this class plans, directs and coordinates all activities of the Bureau of Consumer Services. Work involves directing the activities of four regional offices engaged in the review and resolution of consumer inquiries and complaints. Work also involves directing the consumer education program to educate and inform consumers about insurance related matters. Work includes directing the collection of data and the evaluation of information and statistics pertaining to insurance complaint resolution. An important aspect of the work is promoting consumer awareness of insurance and of the services available through the Department to assist in problem resolution. A key responsibility is assuring that consumers are accorded the right to appeal their grievance to the Insurance Commissioner under various insurance laws. The employee is responsible for formulating and recommending policies, procedures and regulations regarding consumer activities and services undertaken by the Department. Supervision is exercised over a professional and clerical staff. Work is performed with independence under the general direction of the Deputy Insurance Commissioner for Policy Research, Consumer Services and Enforcement who reviews work through conferences, evaluation of reports and regular assessments of program effectiveness.

EXAMPLES OF WORK: Plans and directs all activities of the Bureau of Consumer Services.

Directs the activities of four regional offices engaged in the review and resolution of consumer complaints.

Directs a program to educate and inform consumers about insurance related matters through public appearances, cooperation with the insurance industry, provision of consumer information and educational program development.

Interrelates with insurance companies and agents to resolve consumer problems and determines violations of insurance laws and regulations.

Directs the collection of data and analysis of information and statistics pertaining to insurance complaint resolution.

Directs the design and maintenance of records systems relating to consumer complaint activities.

Develops management system including policies and procedures, to assure quality control and accountability in the delivery of services to consumers.

Promotes consumer awareness of insurance, the need to relate closely to insurers and their agents and of the ability of the Insurance Department to assist in problem resolution.

Undertakes speaking engagements before insurance industry groups, professional and trade associations, consumer interest groups and other organizations on insurance consumer issues.

Disseminates insurance consumer information and material relating to Department initiatives.

Assists local governments, non-profit entities, businesses and other types of risks to obtain insurance coverage.

Prepares recommended policy and procedures, legislation and regulations regarding consumer activities and services.6

Assesses training needs of subordinate staff and develops plans to meet those needs.

Plans and assigns work to subordinates, determines objectives and performance standards and evaluates employee performance.

Develops and administers training and educational initiatives for consumer services staff.

Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES: Knowledge of insurance principles and practices.

Knowledge of insurance laws, rules and regulations.

Knowledge of insurance claims procedures.

Knowledge of evidence-gathering procedures.

Knowledge of principles and practices of administration and supervision.

Ability to plan, direct and evaluate a broad insurance consumer services and education program.

Ability to evaluate and interpret insurance regulations and contractual provisions of insurance policies.

Ability to gather, select and interpret information.

Ability to prepare written reports.

Ability to identify and solve problems.

Ability to speak effectively before consumer groups.

Ability to plan, assign, direct and evaluate the work of subordinates.

Ability to make administrative and program decisions and communicate them to subordinates.

Ability to establish and maintain effective working relationships with representatives of the insurance industry and the general public.

Ability to clearly express ideas orally and in writing.

MINIMUM EXPERIENCE AND TRAINING: Three years of experience as an Insurance Regional Manager or Chief, Insurance Consumer Education;

or

Eight years of progressively responsible experience in insurance underwriting, claims, or investigation, including or supplemented by four years in an administrative or supervisory capacity, and a Bachelor's degree;

or

Any equivalent combination of experience and training which includes the requisite administrative or supervisory experience.