Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 50703194	Description Activated On: 3/9/2026 10:33:04 AM

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 and bring resolution where possible and determine company/producer compliance with existing statutes and regulations. Provide general insurance education and respond to inquiries.

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 health, disability, life, and/or 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.

Work is performed independently under the general direction of the supervisor, and other management as required. Performance will be monitored through 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

4.   N/A

5.   N/A

6.   N/A

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

1.	Understand and use computer systems.
2.	Communicate information in an unbiased and effective manner both orally and in writing.
3.	Read with comprehension.
4.	Speak in large group settings.
5.	Detailed knowledge of insurance laws and regulations.
6.	Travel as necessary.
7.	Ability to organize and proactively manage a caseload.
8.	Identify and escalate issues to management as necessary.
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