Role Description

The Consumer Affairs Analyst reviews, researches, analyzes, investigates, responds to and resolves a wide array of technical insurance-related questions and complaints involving all kinds of insurance companies, insurance professionals and intermediaries, as well as entities outside the agency's jurisdiction. This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

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 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 provisions.
  • Recommend to supervisor actions to be taken and resolutions of problems.
  • Coordinate with agency investigators on cases that appear to involve violations of Arizona insurance laws or rules.
  • Inform insurance consumers about complaint investigation decisions with explanations.
  • Participate in administrative hearings regarding insurance matters.
  • Correspond with insurance-related entities on developing, implementing and monitoring corrective action plans.
  • Entering data in agency-specific databases.
• RESPOND TO A WIDE ARRAY OF QUESTIONS AND REQUESTS FOR ASSISTANCE:
  • 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.
• 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.
• 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.
  • 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.
• EMPLOYEE EDUCATION AND TRAINING:
  • Complete training to develop knowledge, skills and abilities to become increasingly efficient and effective in fulfilling job responsibilities.
  • Any 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.

Qualifications

• A minimum of 2 years of work experience in insurance in a customer-service capacity.

Requirements

• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits

• 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.
• Paid Parental leave.
• Remote work options available to improve work/life balance.