Manager of Consumer Services and Investigations

Recruitment #061722-MECZ07-120300

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.

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.

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.

Conditions of Hire

Applicants must be legally authorized to work in the United States. The State of Delaware Executive Branch participates in the Federal E-Verify system where the State will provide the federal government with each new hires Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our job seeker resources.


To learn more about the comprehensive benefit package please visit our website at

Selection Process

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at Delaware State Jobs.


Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.