Manager of Consumer Services and Investigations (#MECZ07)
$65,185.00 Yearly Min / $81,481.00 Yearly Mid / $97,777.00 Yearly Max

Summary Statement

This is administrative/operational management work related to federal/state regulated insurance companies, agents, brokers, and claims adjusters and developing, directing and managing technical services relating to the public's complex insurance and financial complaints.

Nature and Scope

The incumbent in the class reports to an administrative supervisor.  Work includes managing all aspects of consumer services and investigations to regulate the underwriting, marketing practices, and consumer services of insurance companies, agents, brokers, and claims adjusters.  Consumer Services includes areas such as Investigations, Workplace Safety, ELDER Info, Consumer Information/Outreach, Claims Arbitration, Health Insurance Consumer Assistance, and the Advanced Vehicle Control Program.  The incumbent is responsible for developing, analyzing, monitoring and implementing policies and procedures to ensure efficient integration of Department resources, goals and achievements.  Significant to this work is ensuring that Division policies and procedures are compatible with the National Association of Insurance Commissioners (NAIC) and federal/state regulations. The incumbent represents the Department and/or State Insurance Commissioner at the state and national level and maintains close contact with insurance company officers, insurance agency owners/management, legislators, and consumer advocate groups.  The class incumbent works closely with peer groups in the National Association of Insurance Commissioners to develop/recommend/implement uniformity and reciprocity regarding insurance regulations throughout the member states.

Essential Functions

 Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class.  Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

  • Manages and evaluates the Department's Consumer Services and Investigations Division; integrates same with short and long-term goals and objectives.
  • Manages, directly and through subordinate supervisors, professional, administrative support, casual/seasonal, and contractual staff.
  • Researches, develops, defines, and implements Department standards, goals, objectives, policies, procedures, administrative rules, position statements, program plans, reports and correspondence related to federal and state laws, rules, and regulations concerning insurance marketing practices, products, companies, agents, brokers, and claims adjusters.
  • Represents the Department and/or Insurance Commissioner on various committees, task forces, and organizations at the state and national level.
  • Develops and implements policies, procedures and programs to educate and inform the public regarding insurance related matters.
  • Meets with peers and various professional staff of cooperating federal and state agencies to review common areas, develop cooperation, and negotiate agreements/contracts ensuring state compliance with federal laws, rules, and regulations.
  • Analyzes industry trends and advises Insurance Commissioner of possible impact on federal/state legislation and administrative policy.
  • Drafts legislation/regulations consistent with other National Association of Insurance Commissioners member states.

Knowledge, Skills and Abilities

The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.

  • Knowledge of internationally competitive insurance/financial markets.
  • Knowledge of the goals/objectives of the National Association of Insurance Commissioners.
  • Knowledge of applicable state and federal laws, rules, regulations, policies, and procedures pertaining to the insurance industry.
  • Knowledge of electronic commerce.
  • Knowledge of the principles and practices of administration/organizational management.
  • Skill in research, analysis, and reporting of insurance/financial market trends and legislative initiatives.
  • Ability to recognize and mediate diverse and/or conflicting priorities.
  • Ability to establish priorities/integrate multiple operational activities.
  • Ability to read, analyze and interpret the most complex documents.
  • Ability to respond effectively to the most sensitive inquiries or complaints.
  • Ability to write speeches and articles using original or innovative techniques or style.
  • Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.

Job Requirements

JOB REQUIREMENTS for Manager of Consumer Services and Investigations
st have education, training and/or experience demonstrating competence in each of the following areas:

  1. Three years experience in analyzing insurance and financial market trends to make recommendations to management.
  2. Six months experience in developing policies and procedures.
  3. Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others. 
  4. Six months experience in planning, developing, implementing and evaluating programs.
  5. Three years experience in ensuring compliance with insurance industry laws, rules, regulations, standards, policies, and procedures.
  6. Knowledge of writing and defending proposed legislation and regulations.