Insurance Consumer Analyst I

State of North Carolina

1d • $41,206 - $46,350 • Hybrid

About The Position

The mission of the North Carolina Department of Insurance is to promote a stable insurance market through unbiased regulation and to protect the lives and property of every citizen in all 100 counties while fostering superior, user-friendly service, courtesy, and respect. Our agency licenses insurance agents, adjusters, bail bondsmen and more, along with investigating fraud matters involving insurance consumers and any entity or individual regulated by the Department. In an ever-changing environment, it is the vision of the Department of Insurance to maintain the stabilization of the insurance industry in order to provide more products, competitive prices and consumer protection.
Salary Recruitment Range: $41,206 - $46,350
Salary Grade: NC09
The posting will close at 11:59 p.m. the night before the closing date.
This position currently qualifies for a hybrid telework option with routine office and remote workday. The NC Department of Insurance trusts our employees to be self-motivated and successful in hybrid/remote roles. Telework options are subject to change at the discretion of management.
Primary Purpose of the Position: The primary purpose of this position is to serve as an insurance expert for consumers who call the NC Department of Insurance with their insurance concerns. This position is the first line of contact for the public, receiving calls from consumers and must ask relevant questions to obtain the necessary information to be able to correctly analyze the insurance problem. This position will advise consumers on the following but not limited to personal and commercial automobile and property, casualty, life, health, workers compensation, disability and annuity insurance products. This requires a considerable knowledge of these insurance products/policies, insurance regulation, industry and agency operations and relevant laws and rules. This position will also be aware of the other services provided by the Department and will be able to easily, and professionally, direct callers to the most appropriate personnel for problem resolution, if necessary. This position will exhibit excellent, non-scripted personalized customer service so that consumers receive accurate information or courses of action that can be relied upon to help resolve the issue. This position must also be able to communicate complex technical insurance information to consumers so that it can be understood at all levels of education. This position may be required to use an interpreter service to ensure that all consumers with limited English proficiency receive accurate and reliable information. Additionally, this position will require tracking the nature of the call using telephone software or other appropriate data tracking mechanisms. This position will be aware of the services provided by the Consumer Assistance Group and the Department and will be able to easily, and professionally, direct callers to the most appropriate personnel for problem resolution.

Requirements

• Bachelor's degree business or economics or a related program from an appropriately accredited institution and one year of experience in insurance underwriting, claims, or policyholder service; or an equivalent combination of education and experience.

Nice To Haves

• Working knowledge of insurance principles and practices and North Carolina insurance laws and regulations.
• Working knowledge of insurance policies and coverages, legal processes, insurance-related court rulings, medical/health and automobile/damage terminology and costs.
• Ability to deal tactfully and effectively with insurance company representatives and consumers - many of whom are confused, frustrated or irate.

Responsibilities

• Serve as an insurance expert for consumers who call the NC Department of Insurance with their insurance concerns.
• Receive calls from consumers and must ask relevant questions to obtain the necessary information to be able to correctly analyze the insurance problem.
• Advise consumers on personal and commercial automobile and property, casualty, life, health, workers compensation, disability and annuity insurance products.
• Direct callers to the most appropriate personnel for problem resolution, if necessary.
• Exhibit excellent, non-scripted personalized customer service so that consumers receive accurate information or courses of action that can be relied upon to help resolve the issue.
• Communicate complex technical insurance information to consumers so that it can be understood at all levels of education.
• Use an interpreter service to ensure that all consumers with limited English proficiency receive accurate and reliable information.
• Track the nature of the call using telephone software or other appropriate data tracking mechanisms.

Benefits

• 12 Annual paid Holidays
• North Carolina State Health Plan administered by AETNA
• Supplemental Benefits including: Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental and Vision
• NC State Retirement (TSERS)
• WeSave Employee Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level