COMPLAINT INVESTIGATOR I-III

The Maryland Insurance Administration (MIA) is an independent State agency that regulates Maryland’s $46 billion insurance industry and protects consumers by monitoring and enforcing insurers’ and insurance professionals’ compliance with State law.  Through the diligence of a highly professional staff of market analysts, financial analysts, accountants, lawyers, law enforcement officers, actuaries, complaint investigators, and others, the MIA works to facilitate a strong and competitive insurance marketplace where consumers are well informed and treated fairly.  Staff members are subject matter experts who serve as a resource for lawmakers, consumers, and other public and private entities.  

The MIA is charged with a broad range of responsibilities including the licensure of insurance carriers and insurance producers (brokers/agents) operating in Maryland, the conduct of financial examinations of companies to monitor financial solvency, and the review and approval of rates and contract forms.  The MIA investigates reports of consumer fraud and consumer complaints about life, health, automobile, homeowners, and/or property insurance. Insurance carriers are subject to market conduct examinations and other actions to monitor compliance with Maryland law.  The MIA also has a unit dedicated to consumer education and outreach, which participates in hundreds of events and reaches thousands of individual consumers annually. 

* This is a Special Appointment position that serves at the pleasure of the appointing authority

** Salary Guidelines Apply**

Complaint Investigator I – grade  14  $50,392 - $80,551/year

Complaint Investigator II - grade  15  $53,627- $85,951/year

Complaint Investigator III - grade 16  $57,095 - $91,742/year

Baltimore City, Hybrid (between office and telework), or 100% remote

The MIA is seeking an internal candidate to fill a Complaint Investigator position at the I (entry), II (intermediate), or III (full performance) level in the Life and Health Division. This position investigates consumer complaints concerning life and health insurance issues. This position communicates with members of the public in writing and by telephone. The Complaint Investigator conducts an investigation by reading the complaint, identifying the issues, and asking the company written questions. The Complaint Investigator reads and analyzes responses, including insurance policies and documents, applies relevant insurance laws, and recommends a determination of whether the company has violated the law. If there is no violation, the Complaint Investigator explains, to the complainant in writing, the reasons a company did not violate the law. The Investigator also answers incoming calls from consumers and providers, offering them assistance and directions with their complaints; and assists with hearing preparation if needed.

A successful Complaint Investigator will possess good customer service skills and strong verbal and written communication skills, and will have the ability to read and understand statutes and regulations, pay attention to details, handle fluctuating caseloads, and meet standards for timely handling of complaint files.

Complaint Investigator I:

Education: Bachelor's degree from an accredited four-year college or university.

Experience: None.

Note:

1- Four years experience in life/health insurance industry as claims processor, underwriter, and investigator or in a related insurance area can substitute for the minimum requirements as stated above.

2- Three (3) years’ experience working within the Maryland Insurance Administration or another State’s insurance regulatory agency in a life/health insurance capacity as an investigator, examiner, enforcement officer, customer service representative or administrative support capacity can be substituted for the education requirements.

Complaint Investigator II:

Education: Bachelor's degree from an accredited four-year college or university.

Experience: Two years experience in insurance compliance for a regulatory agency or licensed insurer.

Notes:

1-Four years experience in insurance compliance for a regulatory agency or licensed insurer; or

2-Three years experience in insurance compliance for a regulatory agency or licensed insurer, and passing at least 4 exams offered by LOMA or AHIP; or

3- Bachelor's degree from an accredited four-year college or university and one-year experience in insurance compliance for a regulatory agency or licensed insurer, and passing at least 4 exams offered by LOMA or AHIP; or

4-J.D. degree may substitute for the minimum requirements as stated above.  

5- Three (3) years’ experience working within the Maryland Insurance Administration or another State’s insurance regulatory agency in a life/health insurance capacity as an investigator, examiner, enforcement officer, customer service representative or administrative support capacity can be substituted for the education requirements.

Complaint Investigator III:

Education: Bachelor’s degree from an accredited college or university.

Experience: Three years of experience in insurance compliance for a regulatory agency or insurer. 

Notes: 

1- Five (5) years experience in insurance compliance for a regulatory agency or an insurer; or

2- Four (4) years experience in insurance compliance for a regulatory agency or an insurer and passing of 6 LOMA or 6 AHIP examination or a combination of the above; or

2-Bachelor's degree from an accredited four-year college or university and 2 years experience in insurance compliance for a regulatory agency or licensed insurer, and passing at least 4 exams offered by LOMA or AHIP; or

3-Two (2) years experience in insurance compliance for a regulatory agency or an insurer and J.D. degree may substitute for the minimum requirements as stated above.

5- Three (3) years’ experience working within the Maryland Insurance Administration or another State’s insurance regulatory agency in a life/health insurance capacity as an investigator, examiner, enforcement officer, customer service representative or administrative support capacity can be substituted for the education requirements.

This recruitment is limited to current employees of the MIA’s Life and Health Division only.

STATE OF MARYLAND BENEFITS

Please contact: charrison@maryland.gov for additional information concerning this recruitment. Online applications are strongly preferred. For immediate consideration:

1-  Upload one (1) WORD or PDF file, that includes your combined cover letter and resume, to the "Resume" tab. Please ensure your cover letter states your salary requirements.

2- Upload transcript and, if applicable, a course-by-course evaluation of foreign education credentials.

If you are unable to apply online, you may submit an application packet by mail.  Your submission must be received by close of business, on the closing date for the recruitment. Postmarks will not be accepted. 

Complete application packets may be mailed to:

Maryland Insurance Administration

Human Resources - Recruitment #: 23-009638-0006

St. Paul Place, Suite 2700

Baltimore, MD 21202

TTY  Users: call via Maryland Relay

We thank our Veterans for their service to our country, and encourage them to apply.

As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.