Hybrid- Insurance Complaint Analyst 2 (Consumer Services)

HYBRID- Insurance Complaint Analyst 2 (Consumer Services)

About Us:

The Ohio Department of Insurance (ODI) was established in 1872 as an agency charged with overseeing insurance regulations, enforcing statutes mandating consumer protections, educating consumers, and fostering the stability of insurance markets in Ohio.

Today, the mission of the Ohio Department of Insurance is to provide consumer protection through education and fair but vigilant regulation while promoting a stable and competitive environment for insurers.

Please visit our website Department of Insurance and also find us on LinkedIn.

Consumer Services Mission Statement:

The mission of the Consumer Services Division is to educate consumers on insurance products, facilitate communication between consumers and insurance companies, assist in the resolution of consumers’ insurance problems and assure compliance with Ohio insurance regulations.

The Consumer Services Division provides direct services to Ohio consumers by answering insurance questions, investigating complaints, providing public outreach and publishing educational materials.

What You'll Do:

The Ohio Department of Insurance’s Consumer Services Division is seeking a professional, detailed and research-oriented candidate to fill an Insurance Complaint Analyst 2 position.

If this sounds interesting to you, continue reading below to learn more about career opportunities with our Department!

Your Key Responsibilities include but are not limited to the following:

• Assist consumers via telephone with insurance related questions and provide appropriate responses.

• Review, analyze, establish facts and draw valid conclusions regarding complaints related to all lines of insurance.

• Demonstrate research and analysis of the facts according to policy terms and applicable regulations through written and verbal responses.

• Make appropriate referrals to other divisions.

• Maintain records of investigation.

• Identify possible violations of insurance laws.

• Communicate complaint analysis and findings verbally and in writing in a professional manner.

What’s in it for you:

The final candidate can expect to be paid at step 1 in the assigned pay range as a new hire, unless otherwise required by legislation or union contract. As an Insurance Complaint Analyst 2, you will receive an increase after six (6) months then an annual step increase until you reach the last step in the pay range. Additionally, there are opportunities for possible annual cost of living (COLA) adjustments and a longevity pay supplement after five (5) years of state service.

This position is designated as telework eligible. The agency has a hybrid work model (i.e., working in the office and working from home on a schedule based on operational need). As such, successful candidates must have and maintain the internet at their remote location during normal working hours. In addition, employees must reside in Ohio and within a reasonable distance from the Department location to respond to workplace reporting requirements.

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit the Total Rewards website!

Technical Skills: Insurance, Customer Service, Claims Examination

Professional Skills: Attention to Detail, Written Communication, Verbal Communication, Analyzation, Time Management

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.

Knowledge of state & federal insurance laws & regulations; industry trends & practices; investigation techniques; agency & division policies & procedures*; interviewing; public relations; insurance contract law. Skill in operation of personal computer; mainframe computer terminal; word processor*; copy machine*; fax machine*; calculator*. Ability to analyze routine complaints or respond to routine inquiries, gather appropriate evidence & determine specific course of action to resolve complaints, respond to inquiries; read technical literature of concrete nature; handle sensitive inquiries relative to assigned line of business (e.g., auto; homeowners; life; health; managed care; long term care; Medicare) & extended contacts with policy holders, plan members, claimants, insurance company representatives & agents, government officials & general public; respond to angry persons; define routine problems, collect data, establish facts & draw valid conclusions; use basic mathematics; prepare departmental documentation/records; communicate both verbally & in writing.
(*)Developed after employment.

Application Procedures:

All applicants must submit a completed Ohio Civil Service Application and clearly indicate how they meet the minimum qualifications and/or position specific minimum qualifications. Applicants are also encouraged to document in detail any experience, education and/or training related to the job duties of the positions(s) applying for. All answers to the supplemental questions MUST be supported by the work experience/education provided on your civil service application. Attachments to your application are not accepted for this job posting. In order to be considered for this position, you must apply on-line. Paper applications WILL NOT be accepted.

Educational Transcripts:

Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript if selected for an interview. Failure to provide the transcript at the time of the interview will cause the applicant to be eliminated from further consideration.

Status of Posted Positions:

You can check the status of your application online by signing into your profile. Jobs you applied for will be listed. The application status is shown to the right of the position title and application submission details. Questions about the position not pertaining to your application status can be directed to: Kim Lowry @ 614-644-2681.

**Correspondence regarding your application will be sent to the email address provided on your application.**

Applicants must be currently authorized to work in the United States on a full-time basis.

Reasonable Accommodation: ODI does not discriminate on the basis of disability in its hiring or employment practices and complies with the ADA employment regulations. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the agency Human Resource Offices’ ADA Coordinator, Andrew Skal, by emailing Andrew.Skal@insurance.ohio.gov or calling 614-644-3264. Otherwise, you will be given specific instructions on requesting an accommodation if you are invited to participate in a structured interview.

The final candidate selected for the position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an 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.