Insurance Examiner II

About the Organization:

The Division of Insurance ("DOI") administers the Commonwealth’s insurance consumer protection laws through its regulation of the insurance industry. The primary mission of the Division is to monitor the solvency of its licensees in order to promote a healthy, responsive and willing marketplace for consumers who purchase insurance products. The Division also investigates and responds to consumer inquiries and complaints, enforces state insurance laws and regulations, and provides the public with accurate and unbiased insurance information. An important aspect of the Division’s work is ensuring that the individuals and business entities conducting the business of insurance in Massachusetts do so in a legal and timely manner.

The Division of Insurance is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Division of Insurance values inclusiveness and diversity within their employee and management teams. Within our community we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

The Division of Insurance is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens.

About the Role:

The Insurance Examiner II position reports to the Director of the Consumer Services Unit, which is responsible for the ensuring that consumers are informed of their rights and responsibilities under relevant laws and their insurance policies and are treated fairly and responsibly in a healthy insurance marketplace. Unit staff provide information to insurance consumers regarding their rights, their policy coverage or absence of coverage, and options available to them to address insurance related problems they encounter. Staff answer general questions, provide information about the Massachusetts insurance market and investigate formal complaints filed with the Division. Staff obtain additional information from all parties as appropriate to complete an investigation and communicate their findings to complainants and DOI staff according to established protocols.

Duties and Responsibilities: (these duties are a general summary and not all inclusive):

• Assist consumers with resolving complaints against insurance companies and insurance producers. Open complaint files from information received in writing or from Director; collect and review documentation, determine appropriate response; communicate with parties in writing and by telephone; document each step of complaint case; and when appropriate, negotiate resolution with insurer.
• Interview consumers regarding complaints against insurance producers and insurance companies and determine, based on interviews, if company practices show a pattern of unfair settlements.
• Confer with agency personnel, complainants and others to obtain data and/or supportive documentation.
• Answer telephone inquiries from telephone queue.
• Review new laws, regulations, administrative bulletins, etc. to determine their impact consumer service programs.
• Recommend action to be taken in response to consumer complaints and non-compliance of insurance producers and others with insurance laws, rules, regulations and administrative bulletins (i.e., referral to Special Investigations Unit).
• Participate on special projects assigned by Director.
• Assist Director with organizing training seminars; maintain a log of training activities; assist Director in identifying training needs of staff.
• Edit and/or revise the format of form letters as instructed by Director or Supervisor.
• Maintain related reference and training materials for the Section, i.e., reference library.
• Maintain regulatory reference materials (Code of Massachusetts Regulations) as current within the department.
• Maintain a log of relevant news articles, bulletins, FEMA and MEMA warnings, Office of Consumer Affairs and Business Regulation alerts and NFIP maps and notices as current within the department.
• Identify and communicate to the Director and Floor Supervisor patterns of contractual abuse and non-compliance with regulations and laws by licensees.
• Assist in the production of Section annual report.
• Assist in the development and maintenance of statistical information about complaints against individual licensees, amount of recovery, telephone contact, and informational inquiries on a weekly basis.
• File closed complaint cases accurately; assist in maintaining accurate department filing system.
• Maintain Frequently Asked Questions & Answers for the Section.
• Attend both in-house and off-site training sessions to increase knowledge of insurance and market conduct principles and trends.
• Perform related duties such as writing letters; attending training sessions; and attending staff meetings to exchange information.

Preferred Knowledge, Skills, and Abilities:

• Insurance industry experience in positions including, but not limited to, customer service, claims or underwriting, or related experience in a regulatory agency.
• Excellent writing, organizational and time management skills.
• Possess a high level of attention to detail and be able to maintain a calm demeanor while providing excellent customer service to consumers who contact the agency for assistance.
• Applicants who are multi-lingual are strongly encouraged to apply.

All applicants should attach a cover letter and resume to their online submission for this position.

SALARY PLACEMENT IS DETERMINED BY YEARS OF EXPERIENCE AND EDUCATION DIRECTLY RELATED TO THE POSITION AND THE HUMAN RESOURCES DIVISION’S RECRUITING GUIDELINES. IN THE CASE OF A PROMOTIONAL OPPORTUNITY, THE SALARY PROVISIONS OF THE APPLICABLE COLLECTIVE BARGAINING AGREEMENT WILL APPLY TO (OR WILL BE UTILIZED FOR) PLACEMENT WITHIN THE SALARY RANGE.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!