State of New Hampshire Job Posting

Insurance Department

Consumer Services Division

21 South Fruit Street, Suite 14, Concord, NH 03301

Consumer Services Officer I

Position #40860

The pay range for this position is $25.40 - $34.14 per hour.

This position offers a Trainee Status* at the following pay rate: $24.34 per hour

*Candidates hired at a Trainee Status must meet minimum qualifications within one (1) year of hire date.

Please note, this position is not available until August 9 th , 2024.

See total compensation information at the bottom of announcement.

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

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.

MINIMUM QUALIFICATIONS:

Education: Bachelor's degree from a recognized college or university. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience: Four years’ experience in 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. Each additional year of approved work experience may be substituted for one year of required formal education.

Your Experience Counts!

Under a recent change to the rules, an applicant’s additional relevant experience now counts towards formal education degrees referenced in the posting! See Per 405.01.

18 Months of additional relevant experience = Associate's degree

36 Months of additional relevant experience = Bachelor's degree

54 Months of additional relevant experience = Master's degree

Please note that months of relevant experience used as an educational equivalent cannot also be used to fulfill any experience requirement.

RECOMMENDED WORK TRAITS:

Considerable knowledge of state statutes relating to insurance coverage and policies. Considerable knowledge of the regulations promulgated by the state Insurance Department as well as the regulations under which insurance companies operate. Considerable knowledge of the principles of administration, systems management and insurance company development as applicable to the consumer protection area. Ability to express ideas clearly and concisely, both orally and in writing. Ability to establish and maintain amiable relations between insurance purchasers and insurance companies. Ability to develop statistical reports with evidence and recommendations based upon evidentiary hearings. Ability to objectively evaluate information received and to make sound recommendations. Must be willing to maintain appearance appropriate to assigned duties and responsibilities as determined by the agency appointing authority.

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.

DISCLAIMER STATEMENT: 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 classification.

For further information please contact:

Tess Caple, HR Technician

ins-careers@ins.nh.gov

603-271-2261