Insurance Complaint Analyst 1

These positions are temporary and will last less than 4 months. These positions will not lead to full-time employment.

Assists callers with questions about insurance (e.g. home, auto, life and health), determines type of insurance problem involved, may refer callers to higher level analysts, other appropriate agencies, and other divisions, uses computer database and other resources to answer questions about regulatory status of companies, provides a variety of information to company representatives and the general public about insurance and the Department’s functions. Receives and responds to public requests for insurance related publications (e.g. shopper’s guides, fact sheets) and complaint forms. Returns calls to general public.

Reviews complaints and responses for completeness, determines subject matter jurisdiction, analyzes and resolves complaints, provides assistance and information to consumers regarding insurance inquiries and/or complaints, responds to consumers’ request for assistance with various types of insurance (e.g., home; auto; life), researches answers and solutions to specific questions and/or problems, utilizes letters to initiate contact with all parties to complaint, interviews involved parties for additional information, identifies possible violations of insurance laws and refers consumer and/or case to appropriate unit/division within Ohio Department of Insurance.

Composes correspondence; maintains records of investigations and prepares appropriate reports on timely basis; operates personal computer and/or word processor to produce/generate reports, retrieve information and/or other materials as needed; maintains computer database of insurance complaints and related documentation; assists with mass mailings of publications to interested parties; operates standard office equipment (e.g., fax, copier, calculator); attends meetings, training and seminars.

Other duties as assigned.

Minimum Qualifications:
Completion of undergraduate core program in insurance or business.

-Or 2 courses in insurance; 18 mos. exp. in insurance field (i.e., regulatory or industry) working with insureds or insurance contracts (e.g., health; life; annuities; personal lines; commercial lines); 6 mos. exp. or 6 mos. trg. in operation of personal computer on mainframe computer; 1 course in basic mathematics.

-Or 24 mos. exp. in insurance field (i.e., regulatory or industry) working with insureds or insurance contracts (e.g., health; life; annuities; personal lines; commercial lines); 6 mos. exp. or 6 mos. trg. in operation of personal computer or mainframe computer; 1 course in basic mathematics.

-Or equivalent of Minimum Class Qualifications For Employment noted above.

Major Worker Characteristics:
Knowledge of state & federal insurance laws & regulations; industry trends & practices; investigation techniques*; agency & division policies & procedures *; interviewing; public relations; insurance contract law; basic mathematics. Skill in operation of personal computer; mainframe computer terminal; word processor*; copy machine*; fax machine*; calculator*. Ability to analyze basic complaints or respond to basic inquiries, gather appropriate evidence & determine specific course of action to resolve complaints/respond to inquiries; read technical literature of concrete nature; handle sensitive inquiries from & contacts with policy holders, plan members, claimants, insurance company representatives & agents, special interest groups, government officials & general public; respond to angry persons; define basic problems, collect data, establish facts & draw valid conclusions; use basic mathematics; prepare departmental documentation/records; communicate both verbally & in writing.

(*)Developed after employment.

Supplemental Information:

The final candidate selected for the position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude and applicant from consideration for a position. An individual assessment of an applicant’s prior criminal convictions will be made before excluding an applicant from consideration.