Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 00002353	Description Activated On: 11/8/2023 3:20:28 PM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

To investigate consumer complaints to determine company/producer compliance with existing statutes and regulations. Additionally, to educate consumers and respond to inquiries on matters relating to their insurance needs.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

1. Review and investigate complex consumer complaints in relation to property and casualty
lines of insurance. Prepare detailed notes and written reports as necessary in response
to complaints and inquiries.

2. Work involves the investigation of various types of insurance complaints and is
performed independently with periodic review by the supervisor and/or division manager.

3. Handle numerous telephone calls and inquiries from the general public and licensees
regarding various insurance regulations, statutes, adjudications, and industry trends.
Must be capable of effective oral communication, and when necessary, prepare written
responses in a timely and professional manner.

4. Handle special assignments and projects as requested by the supervisor and/or division
manager.

5. The position requires a detailed knowledge of insurance principles, practices, and
laws.

6. It is necessary to communicate investigative findings and general insurance education
in an unbiased manner; make sound decisions and recommendations.

7. Recognize and promptly refer to management any trends and suspected violations of
insurance law and/or regulation.

8. Be available to represent the Department at consumer events; Disaster Recovery Centers;
travel on Commonwealth business as necessary; and testify at formal hearings.

9. Other duties as assigned.

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

Employee researches and investigates various consumer complaints and responds to the complainant. Work is performed under the general direction of the supervisor, who monitors performance through random file reviews and periodic evaluations.

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Licenses, registrations, or certifications:

1.   N/A

2.   N/A

3.   N/A

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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Understands and uses computer systems.
2.	Communicate effectively both orally and in writing.
3.	Detailed knowledge of insurance laws and regulations.
4.	Review and investigate consumer complaints
5.	Ability to organize and proactively manage a caseload.
6.	Travel as necessary.
7.	Identify and escalate issues to management as necessary.
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