CONSUMER SERVICES OFFICER I

The State of New Hampshire Insurance Department has a full-time vacancy for Consumer Services Officer II.

SUMMARY: To represent insurance consumers during interactions with carriers and other licensees, and to mediate disputes between carriers and consumers in order to facilitate the receipt of benefit rights and other advantages of insurance policies.

YOUR EXPERIENCE COUNTS: Each additional year of approved formal education may be substituted for one year of required work experience and/or each additional year of approved work experience may be substituted for one year of required formal education.

MINIMUM QUALIFICATIONS:

Education/Experience: Associate's degree and 3 years of experience OR equivalent combination of 5 years of education and experience after completion of high school. Education/experience must involve insurance operations such as consumer services, claims adjusting, or negotiating settlements under the various forms of coverage such as fire, liability, casualty, accident and health and life insurance.

License/Certification: None

Other Requirements: None

Trainee Option: Candidates with an equivalent combination of 4 years of relevant education and experience after completion of high school may be considered and hired in ‘trainee status’ for this position.

RESPONSIBILITIES:

Present and explain complex information regarding federal or state insurance laws and regulations to consumers in a manner which is understandable to individuals who are not familiar with insurance industry terminology and product concepts.

Provide information and assistance to insurance consumers or their legal representatives regarding consumers’ legal rights as defined in NH insurance laws and regulations.

Review consumer appeals submitted to insurance carriers, and when necessary, submit appeals to carriers on behalf of aggrieved consumers.

Investigate insurance related grievances and complaints, which allege potential violations of NH insurance laws and regulations, via phone calls, written correspondence and in-person meetings.

Analyze carrier communications and policy documents to determine carrier compliance with NH insurance laws and regulations.

Mediate disputes between consumers and insurance carriers, negotiating consumer-friendly resolutions whenever possible.

Prepare reports and present information, summarizing the results of investigations and other actions taken on behalf of consumers to resolve complaints.

Prepare recommendations to refer cases involving violations of NH insurance laws and regulations to the NH Insurance Department’s Enforcement and Market Conduct Divisions for further investigation.

Record and archive investigation data, including summaries of verbal communications and written correspondence, in the Consumer Services Division’s inquiry and complaint database for purposes of tracking and reporting.

Participate in public outreach events to educate the public about insurance products and regulations in the state of New Hampshire.

DISCLAIMERS:

The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that job title.

The work of an employee in trainee status in this position shall be overseen by a fully qualified individual. An employee in trainee status shall meet the minimum qualifications within the period of time specified on the SJD, not to exceed one year of being hired into this position.

For further information please contact:

Katrina Gagne, Talent Acquisition and Payroll Technician

ins-careers@ins.nh.gov

603-271-7075

*TOTAL COMPENSATION INFORMATION

The State of NH total compensation package features an outstanding set of employee benefits, including:

HMO or POS Medical and Prescription Drug Benefits:

The actual value of State-paid health benefits and the amount of employee health benefit contributions may vary depending on the type of plan selected and the bargaining unit with which a position is associated.

See this link for details on State-paid health benefits:

https://www.das.nh.gov/hr/benefits.aspx

Value of State's share of Employee's Retirement: 12.87% of pay

Other Benefits:

• Dental Plan at minimal cost for employees and their families ($500-$1800 value)

• Flexible Spending healthcare and childcare reimbursement accounts

• State defined benefit retirement plan and Deferred Compensation 457(b) plan

• Work/life balance flexible schedules, paid holidays and generous leave plan

• $50,000 state-paid life insurance plus additional low-cost group life insurance

• Incentive-based Wellness Program (ability to earn up to $500)

Total Compensation Statement Worksheet:

https://www.das.nh.gov/jobsearch/compensation-calculator.aspx

Want the specifics? Explore the Benefits of State Employment on our website:

https://www.das.nh.gov/hr/documents/BenefitBrochure.pdf

https://www.das.nh.gov/hr/index.aspx

EOE

TDD Access: Relay NH 1-800-735-2964