Insurance Analyst SS P&C Complaints (Contractual Bidders Only)

Position Overview

The Illinois Department of Insurance is seeking to hire an Insurance Analyst in the Property and Casualty Complaints Unit of the Property and Casualty Products Division. This position advises and responds to consumers contacting the Department’s toll free number and visiting the Department in person by providing information regarding property and casualty insurance; conducts preliminary investigations into complaints filed by consumers or other interested parties acting on the behalf of a consumer against an insurance company involving property and casualty insurance; reviews and analyzes written correspondence received by the Property & Casualty Complaints Section; performs the initial review of consumer complaints received by the unit and completes the recording and distribution of the complaints to the proper analysts; assists lower level analysts with basic topic and procedures. The position utilizes Spanish speaking, reading, and writing skills in interacting with and assisting Spanish speaking consumers with insurance-related inquiries and complaints and provides translation and interpretation for staff of other areas of the Department. We invite all qualified applicants to apply.

Job Responsibilities

1. Conducts investigations into complaints filed by consumers or other interested parties acting onthe behalf of a consumer against an insurance company involving property and casualtyinsurance disputes:
   •communicates effectively and professionally with the complainant and respondent toobtain factual information regarding the policy and the dispute,
   •reviews the complaint and response, applicable policy provisions and Illinois laws andregulations to determine if violations have occurred,
   •advocates for consumer to resolve complaints within the contract provisions and theinsurance laws and rules,
   •utilizes the electronic complaint system to select appropriate closing letter and edit asneeded,
   •categorizes the complaint in compliance with the National Association of InsuranceCommissioners (NAIC) closing codes,
   •provides guidance and training to lower-level analysts.
2. Advises and responds to consumers contacting the Department’s toll-free number and visitingthe Department in person by providing information regarding property and casualty insurance:
   • works independently responding to complex inquiries explaining coverage, policy provisions, applicable insurance laws and regulations,
   • assists with evaluating and comparing policies,
   • provides departmental interpretation of the Illinois Insurance Code, rules, and regulations,
   • advises consumer agency functions, policies, and procedures with regards to assistance with property and casualty insurance appeals, complaints, and disputes,
   • assists consumers with filing of formal written complaints,
   • creates record of calls received in existing complaint files,
   • prepares and assembles materials for mailing to callers and inquirers.
3. Reviews and analyzes written correspondence received by the Property & Casualty Complaints Section, determining status (complaint or inquiry), proper respondent (insurer name) and processing through the electronic system for handling by an assigned property & casualty analyst:
   • utilizes resources from within the Department, including registered entity database, producer database, and from outside the Department, including the internet to assist in identifying entities not recognized as registered entities within the Department.
4. Utilizes Spanish speaking, reading, and writing skills in interacting with and assisting Spanish speaking consumers with insurance-related inquiries and complaints:
   • translates and interprets for staff of other areas of the Department in interactions with Spanish Speaking individuals.
5. Reconciles complaints by reviewing and analyzing information provided by respondents requesting changes to closing codes on complaints:
   • makes changes using electronic complaint system,
   • updates case status as appropriate.
6. Represents the Department at disaster preparedness/recovery events such as Multi Agency Resource Centers (MARCs).
7. Assists lower-level analysts:
   • by training analysts on basic topics and procedures,
   • in responding to consumer calls concerning property and casualty insurance.
8. Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

1. Requires knowledge, skill, and mental development equivalent to completion of four (4) years of high school.
2. Requires satisfactory completion of Insurance Analyst Trainee training program or one (1) year of experience in the insurance industry.
3. Requires the ability to speak, read and write Spanish at a colloquial skill level.

Preferred Qualifications

1. Prefers at least one (1) year of experience in the Property & Casualty insurance market.
2. Prefers at least one (1) year of experience in working with the Illinois Insurance Code, departmental rules, regulations, executive bulletins and general insurance company methods and procedures, particularly as related to property and liability types of financial regulations as related to policy evaluation and complaint resolution.
3. Prefers at least one (1) year of experience working with accounting principles and auditing methods.
4. Prefers at least one (1) year of experience working with office methods and procedures.
5. Prefers at least one (1) year of experience working with the functions, products, and services of the department.
6. Prefers at least one (1) year of experience in reading, assimilating, and recalling with clarity particulars pertaining to property and casualty insurance.
7. Prefers least one (1) year of experience in properly analyzing financial statements and/or evaluating contractual provisions of insurance policies.
8. Prefers least one (1) year of experience in answering phone calls and addressing phone inquiries.
9. Prefers at least one (1) year of experience in actively interpreting the Illinois Insurance Code and departmental rules, regulations, and executive bulletins.
10. Prefers at least one (1) year of experience composing effective and comprehensible correspondence.
11. Prefers at least one (1) year of experience performing fact finding and investigative interviews.

12. Prefers at least one (1) year of experience establishing and maintaining satisfactory working relationships with coworkers, insurance company representatives and the general public.
13. Prefers at least one (1) year of experience working with appeal procedures, external independent reviews, and complaint resolution.
14. Prefers at least one (1) year of experience working with Microsoft Word, Microsoft Office Outlook, Microsoft Excel, and Salesforce.

Conditions of Employment

1. Requires ability to pass a background check.

About the Agency

The Department of Insurance (DOI) regulates the insurance market in the State of Illinois including, but not limited to, licensing and educating insurance agents, investigating Workers Compensation fraud, and examining the operations and finances of insurance companies domiciled in the state. We are committed to protecting consumers and regulating the insurance industry with innovation and efficiency. DOI has approximately 220 employees who are split between our Chicago and Springfield offices.

State of Illinois employees enjoy a robust benefit package, including:

• Health, Life, Vision, and Dental Insurance
• 13 Paid Holidays annually, 14 on even numbered years
• 10-25 days of Paid Vacation time annually - (10 days in year one of employment)
• 12 Paid Sick Days annually (sick days carry over from year to year)
• 10 Weeks Paid Maternity/Paternity Leave
• 3 Paid Personal Days annually
• Pension Plan
• Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
• Flexible work schedules may be available, dependent upon position
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

Visit https://www2.illinois.gov/cms/benefits/Pages/default.aspx for more information about our benefits.