Job Description

About the Organization:

The Division of Insurance ("DOI"), an Agency within the Office of Consumer Affairs and Business Regulation, administers the Commonwealths insurance consumer protection laws through its regulation of the insurance industry. The primary mission of the Division is to monitor the solvency of its licensees in order to promote a healthy, responsive and willing marketplace for consumers who purchase insurance products. The Division also investigates and responds to consumer inquiries and complaints, enforces state insurance laws and regulations, and provides the public with accurate and unbiased insurance information. An important aspect of the Divisions work is ensuring that the individuals and business entities conducting the business of insurance in Massachusetts do so in a legal and timely manner.

The Division of Insurance is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Division of Insurance values inclusiveness and diversity within their employee and management teams. Within our community we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

The Division of Insurance is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens.

About the Role:

The Insurance Examiner II position reports to the Director of the Consumer Services Unit, which is responsible for ensuring that consumers are informed of their rights and responsibilities under relevant laws and their insurance policies and are treated fairly and responsibly in a healthy insurance marketplace. Unit staff provide information to insurance consumers regarding their rights, their policy coverage or absence of coverage, and options available to them to address insurance related problems they encounter. Staff answer general questions, provide information about the Massachusetts insurance market and investigate formal complaints filed with the Division. Staff obtain additional information from all parties as appropriate to complete an investigation and communicate their findings to complainants and DOI staff according to established protocols.

Duties and Responsibilities:

• Assist consumers with resolving complaints against insurance companies, Pharmacy Benefit Managers and insurance producers. Open complaint files from information received in writing or from Director; collect and review documentation, determine appropriate response; communicate with parties in writing and by telephone; document each step of complaint case; and when appropriate, negotiate resolution with insurer.
• Interview consumers regarding complaints against insurance producers and insurance companies and determine, based on interviews, if company practices show a pattern of unfair settlements.
• Confer with agency personnel, complainants and others to obtain data and/or supportive documentation.
• Answer telephone inquiries from telephone queue.
• Review new laws, regulations, administrative bulletins, etc. to determine their impact consumer service programs.
• Recommend action to be taken in response to consumer complaints and non-compliance of insurance producers and others with insurance laws, rules, regulations and administrative bulletins (i.e., referral to Special Investigations Unit).
• Participate on special projects assigned by the Director.
• Assist the Director with organizing training seminars; maintain a log of training activities; assist Director in identifying training needs of staff.
• Edit and/or revise the format of form letters as instructed by the Director or Floor Supervisor.
• Maintain related reference and training materials for the Section, i.e., reference library.
• Maintain regulatory reference materials (Code of Massachusetts Regulations) as current within the department.
• Maintain a log of relevant news articles, bulletins, FEMA and MEMA warnings, OCABR alerts and NFIP maps and notices as current within the department.
• Identify and communicate to the Director and Floor Supervisor patterns of contractual abuse and non-compliance with regulations and laws by licensees.
• Assist in the production of Section annual report.
• Assist in the development and maintenance of statistical information about complaints against individual licensees, amount of recovery, telephone contact, and informational inquiries on a weekly basis.
• File closed complaint cases accurately; assist in maintaining accurate department filing system.
• Maintain Frequently Asked Questions & Answers for the Section.
• Attend both in-house and off-site training sessions to increase knowledge of insurance and market conduct principles and trends.
• Perform related duties such as writing letters; attending training sessions; and attending staff meetings to exchange information.

Preferred Knowledge, Skills, and Abilities:

• Insurance industry experience in positions including, but not limited to, customer service, claims or underwriting, or related experience in a regulatory agency.
• Excellent writing, organizational and time management skills.
• Possess a high level of attention to detail and be able to maintain a calm demeanor while providing excellent customer service to consumers who contact the agency for assistance.
• Applicants who are multi-lingual are strongly encouraged to apply.

All applicants should attach a cover letter and resume to their online submission for this position.

SALARY PLACEMENT IS DETERMINED BY YEARS OF EXPERIENCE AND EDUCATION DIRECTLY RELATED TO THE POSITION AND THE HUMAN RESOURCES DIVISIONS RECRUITING GUIDELINES. IN THE CASE OF A PROMOTIONAL OPPORTUNITY, THE SALARY PROVISIONS OF THE APPLICABLE COLLECTIVE BARGAINING AGREEMENT WILL APPLY TO (OR WILL BE UTILIZED FOR) PLACEMENT WITHIN THE SALARY RANGE.

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements:

Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in accounting, auditing, or in the examination of insurance companies or in the regulation of the insurance industry, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A Bachelor's degree with a major in accounting, business administration, business management or insurance may be substituted for a maximum of two years of the required experience.*

II. A Graduate degree with a major in accounting, business administration, business management or insurance may be substituted for the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Special Requirements: Based on assignment, possession of a current and valid Massachusetts Motor Vehicle Operator's license may be required.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

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Job Tags

Full time, Part time, Work experience placement, Placement year, Work at office,

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