Program Assistant I: DORA/Division of Insurance

Department Information

The Department of Regulatory Agencies (DORA) is dedicated to preserving the integrity of the marketplace and is committed to promoting a fair and competitive business environment in Colorado.

Consumer protection is our mission.

DORA values and promotes diversity, supporting a workplace that is inclusive of people from different backgrounds and experiences; creating an environment that is reflective of our communities; promoting positive relationships; and putting forth unique perspectives to fulfill our mission.

• Employer-sponsored RTD EcoPass, with offices located at Civic Center Plaza, above the RTD Civic Center station and just a few blocks from RTD light rail.
• Extensive work-life programs such as flexible schedules, training and professional development opportunities on a wide variety of subjects, and more!
• Employee wellness programs, including the Colorado State Employee Assistance Program (CSEAP), which provides free, confidential counseling services.
• Bike-to-work programs, including access to storage lockers and bike racks.
• Flexible retirement benefits, including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans.
• Medical and Dental Health Insurance for employees and optional coverage for their dependents.
• Life Insurance for employees, and optional coverage for their dependents.
• Paid Time Off, including 11 paid holidays.
• Short- and long-term disability coverage.
• Tuition assistance program.

Description of Job

The Colorado Division of Insurance (DOI) regulates the insurance industry in Colorado. DOI helps consumers by answering their questions, investigating their complaints, and helping them to understand their insurance. The division regulates and monitors insurance companies in Colorado, as well as insurance agents, ensuring all are following the law.

The Consumer Services- Life & Health Section exists to regulate the insurance industry trade practices and address consumer inquiries and complaints. In this context, “consumer” includes attorneys, health care providers, legislators, service providers, special interest and civic groups, company employees and the general public.

Position: SFA 4068

The Program Assistant position exists to provide support to the Consumer Services’ Life and Health Policy section. The Consumer Services section enforces Colorado Insurance statute and regulations by acting as an ombudsman for Colorado consumers who have experienced problems with specific insurers where alleged law violations have occurred. This position supports the Life and Health Policy section by coordinating and managing procurement requests and submission of invoices. This position also provides administrative support to the Life and Health Policy section of the Division.

Duties include, but are not limited to:

• Conducting the initial review of all written correspondence received by the Life and Health Consumer Services section, including, but not limited to letters and documents mailed or faxed; emails; and complaints filed on-line;
• Managing the independent external review request and assignment process, including acknowledgement of requests received from carriers, assigning external review requests to a Division-certified independent external review organization, tracking external review assignments, and maintaining records of correspondence and decisions received from external review organizations;
• Using a general understanding of the Division's regulatory authority via Title 10 of the Colorado Revised Statutes determines if correspondence should be handled by another section within the Division; forwarding correspondence to other DORA divisions or state agencies as appropriate;
• Responding, when appropriate, to answer questions contained in the correspondence; acknowledging all "cc" correspondence; and documenting all actions in the WILMA Access database;
• Scanning, documenting receipt of and assigning written complaints to the Consumer Services' analysts;
• Handling incoming telephone calls and electronic communications; answering questions and educating consumers;
• Participating in community meetings during times of natural disasters such as wildfires and tornadoes on an as needed basis;
• Providing day-to-day oversight of the main Division email inbox and certain Google mail groups;
• Operating with minimal assistance in managing the incoming emails and in forwarding them to the appropriate Division section for response;
• Generating and sending consumer satisfaction surveys to consumers on a weekly basis;Issuing penalties, as needed, to insurers reporting inaccurate or late data to the Motorist Insurance Information Database (MIIDB);
• Maintaining the file room, advising and assisting the Lead Analyst when records need to be moved to an off-site storage facility;
• Working with the Title Insurance Commission chair and Unit Director to organize meetings, which includes setting agendas, meeting dates and times, meeting space, and taking and distributing minutes;
• Supporting the Operations team by performing administrative duties as needed, including but is not limited to, generating invoices when issuing penalties, sorting and distributing mail Division-wide, assisting with teleconference equipment and answering telephone calls at the Welcome Center.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

MINIMUM QUALIFICATIONS (MQs):

There are two ways to qualify for this position: 1) Experience OR 2) A Combination of Education and Experience.

Option 1: Experience

• Four (4) years of professional*experience providing administrative office support, with at-least a minimum of one (1) year providing high-level executive office support including:
  • Experience providing outstanding customer service both internally and externally in person, by phone, electronically and by means of general correspondence;
  • Experience managing multiple projects and competing interests;
  • Experience acting as a point of contact between executives and employees/clients;
  • Demonstrated experience working with Google Suite products and/or Microsoft Office products such as Excel and Word at a proficient level; and,
  • Experience conducting research, compiling data and preparing reports.

Option 2: A Combination of Education AND Experience

• Associate’s Degree and Experience: Graduation from an accredited college or university with an associate’s degree in accounting, business administration, economics, public health, healthcare administration, finance, public administration, statistics, or closely related field; AND
• Two (2) years of professional* experience providing administrative office support, with at-least a minimum of one (1) year providing high-level executive office support including:
  • Experience providing outstanding customer service both internally and externally in person, by phone, electronically and by means of general correspondence;
  • Experience managing multiple projects and competing interests;
  • Experience acting as a point of contact between executives and employees/clients;
  • Demonstrated experience working with Google Suite products and/or Microsoft Office products such as Excel and Word at a proficient level; and,
  • Experience conducting research, compiling data and preparing reports

OR

• 
  Bachelor’s Degree and Experience: Graduation from an accredited college or university with a bachelor’s degree in accounting, business administration, economics, public health, healthcare administration, finance, public administration, statistics, or closely related field.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part time experience will be prorated.

SUBSTITUTIONS:

• College, university, or non-correspondence business school course work may substitute on a year-for-year basis for the general experience but not for the one (1) year of experience providing high-level executive office support.

• 
  Professional work involves exercising discretion, analytical skill, judgment and personal accountability and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is: uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods.

Preferred Qualifications:

• Experience providing office support in the insurance industry;

• Demonstrated procurement and contract experience;
• Experience working in a government agency, public sector, and/or non-profit organization;

• Demonstrated experience working as an executive assistant and/or receptionist, preforming tasks including managing requests, managing email inboxes, and/or scheduling meetings;
• Experience in organizing meetings including, setting agendas, equipment setup, meeting dates, times, space, taking and distributing minutes.
• Demonstrated experience working in a fast-paced environment;
• Demonstrated experience generating reports and creating forms using Google Suite products;
• Demonstrated experience working closely with others to provide administrative office support;
• Demonstrated experience working with Crystal Reporting Software;
• Demonstrated professional* experience facilitating virtual events, resolving issues when necessary.

Required Competencies: The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview):

• Demonstrated written communication skills, including the ability to convey information to various stakeholders in a clear, accurate, and concise written manner;
• Demonstrated verbal communication skills, including the ability to effectively convey information to audiences in a concise manner;
• Demonstrated attention to detail;
• Demonstrated critical thinking and analytical skills, including having the ability to evaluate information in order to apply knowledge and to decide on the most appropriate course of action;
• Interpersonal and customer service skills, including the ability to collaborate with team members and assist with coverage to provide support to internal facing customers;
• Demonstrated prioritization skills, including planning, organizing tasks, and managing work assignments;
• Demonstrated organizational skills, including the ability to manage and maintain a large array of information;
• Ability to schedule and help coordinate and facilitate events;
• Demonstrated time management skills, including the ability to multi-task to effectively manage competing and constantly changing priorities in order to meet tight deadlines;
• Demonstrated ability to understand and abide by workplace principles, practices and behaviors as internally identified and defined by the division and department;
• Demonstrated ability to read, understand, interpret, apply, and explain laws, rules, policies, and procedures;
• Sound judgement and the ability to route requests and inquiries to the appropriate staff;
• Relationship building including the ability to work closely with a diverse group of stakeholders;
• Self-motivated, self-directed, reliable, and accountable;
• Self-starter, including the ability to work independently, learn new processes, utilize own knowledge and that of supervisor, and complete work with minimal supervision;
• Demonstrated professional demeanor;
• Knowledge and understanding in the use of PC software applications including Microsoft Office (Access, Word, Excel, etc.), and Google Suite (Doc’s, Sheets, Slides, etc).

• The successful passing of a reference check and/or, if required, a background check.
  • A reference check may include but is not limited to: contacting previous and current supervisors to verify employment and discuss performance, a review of the personnel file, a review of the performance record, a review of job-related public information, etc.
  • The type of background check depends on the job duties of the position, and can include a review of any criminal record, credit report, and/or driving record.
• Ability to travel independently, including work in-office, as required by business need and scheduled by the supervisor.
• Effective September 20, 2021, employees will be required to attest to and verify whether or not they are fully vaccinated for COVID-19. Employees who have not been fully vaccinated may be required to submit to serial testing in the future. Upon hire, new employees will have three (3) business days to provide attestation to their status with proof of vaccination. Vaccinated employees must provide proof of vaccination.
• Note: Fully Vaccinated means two (2) weeks after a second dose in a two-dose series of the COVID-19 vaccine, such as the Pfizer or Moderna vaccine, or two (2) weeks after the single-dose vaccine, such as Johnson & Johnson’s Janssen vaccine, as defined by the most recent State of Colorado’s Public Health Order and current guidance issued by the Colorado Department of Public Health & Environment.

Supplemental Information