INSURANCE SENIOR ANALYST

About the Position

The Illinois Department of Insurance is seeking to hire an Insurance Senior Analyst in the Property and Casualty Complaints Section of the Property and Casualty Products Division. This position conducts the more technical and complex 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;  communicates verbally by phone, in person and in writing with consumers and respondents regarding property and casualty insurance problems; researches and responds to complex or difficult inquiries; identifies trends involving significant or habitual deviation from Department policy by insurers; assists with drafting and review of consumer fact sheets and other materials developed by the Department; assists with review of proposed legislation and regulations; assists lower-level analysts. We invite all qualified applicants to apply.

Job Responsibilities

1. Conducts the more technical and complex investigations into complaints filed by consumers, or other interested parties (including the Governor’s Office and state and federal legislative offices) acting on the behalf of a consumer against an insurance company involving property and casualty insurance disputes:
   • communicates effectively and professionally with the complainant and respondent to obtain factual information regarding the policy and the dispute,
   • reviews the complaint and response, applicable policy provisions and Illinois laws and regulations to determine if violations have occurred,
   • advocates for consumer to resolve complaints within the contract provisions and the insurance laws and rules,
   • utilizes the electronic complaint system to select appropriate closing letter and edit as needed,
   • categorizes the complaint in compliance with the National Association of Insurance Commissioners (NAIC) closing codes,
   • provides guidance and training to lower-level analysts to become familiar with insurance laws and rules.

2. 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:
   • 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,
   • assists lower-level analysts with incoming calls by providing status of complaints to complainants,
   • creates record of calls received in existing complaint files,
   • prepares and assembles materials for mailing to callers and inquirers.

3. Contributes to research and responds to technical and complex topics and/or inquiries from insurers, producers, attorneys and other interested individuals, organizations, or groups:
    • interacts with other Departmental staff as well as staff of other state agencies, federal agencies, and insurers to gather information regarding policy provisions and to obtain clarifications and interpretations of policies and procedures and applicable laws and regulations,
    • drafts and reviews Consumer Fact Sheets and other materials developed by the Department for distribution to consumer by creating material as necessary and by providing comments regarding the accuracy of the content and the readability or understandability of the material for the consumer,
    • reviews proposed legislation and regulations by providing comments, in specified format, relating to the advantages and disadvantages of the proposal considering insurance laws, rules and current climate,
    • utilizes the electronic complaint system to create or select letter to be sent to the inquirer as needed.
 

(Job Responsibilities continued)

4. Reconciles complaints each year by reviewing and analyzing information provided by respondents requesting changes to closing codes on complaints:
    • makes changes using electronic complaint system,
    • identifies trends involving significant or habitual deviation from Department policy by insurers on specific complaints or as a general business practice,
    • notifies supervisor of such trends or practices for further actions to be taken by the Department.

5. Represents the Department at disaster preparedness/recovery events such as Multi Agency Resource Centers (MARCs).

6. Assists lower-level analysts:
    • by training analysts on basic and more complex topics and procedures,
    • by drafting and maintaining a training manual for use by other analysts,
    • in responding to consumer calls concerning property and casualty insurance.

7. 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 years of high school.
2. Requires one year of professional experience as would be gained as an Insurance Analyst Specialist or three years of experience in the insurance industry.

Preferred Qualifications

1.  Prefers at least one (1) year of experience gaining extensive knowledge of the Illinois insurance code and rules, regulations, procedures, and processes pursuant thereto, particularly as related to policy evaluations, license, and complaint resolution.
2.  Prefers at least one (1) year of experience gaining extensive knowledge of office methods and procedures.
3.  Prefers at least one (1) year of experience gaining extensive knowledge of the functions, products, and services of the department.
4.  Prefers at least one (1) year exercising the ability to evaluate information presented and to prepare effective and comprehensive written or oral reports.
5.  Prefers at least one (1) year exercising the ability to establish and maintain satisfactory working relationships with insurance industry, departmental staff, and the general public.
6.  Prefers at least one (1) year exercising the ability to analyze and develop a method for: gathering of facts, information, and data criteria to reach effective conclusions.
7.  Prefers at least one (1) year exercising the ability to articulate insurance terms in insurance in a simple and understandable manner.

Employment Conditions

1. Requires the 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, 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
•    12 Paid Sick Days annually (Sick days carry over from year to year)
•    10-25 Days of Paid Vacation time annually - (10 days in year one of employment)
•    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.