Lead Insurance Analyst (Rate/Financial Analyst III) - DORA: DOI Hybrid
State of Colorado
·2 days ago
- Salary
- $6k – $8k/mo
- Location
- Denver, CO, CO, US
- Workplace
- Hybrid
- Department
- Finance
- Seniority
- Lead
- Education
- PhD
- Source
- GovernmentJobs
Description
Hybrid Workplace Arrangement:
Although this position will be designated under the department’s hybrid workplace program, it will still be required to report to the department office on a scheduled basis and at the discretion of the supervisor, based on business needs.
This announcement may be used to fill multiple vacancies.
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.
The Colorado Division of Insurance (DOI) regulates the insurance industry in Colorado. The DOI helps consumers by answering their questions, investigating their complaints, and helping them to understand their insurance. DOI regulates and monitors the insurance companies in Colorado and insurance agents to ensure everyone follows the law.
The Property Casualty & Title (PC&T) Consumer Services section exists to regulate the insurance industry trade practices and addresses consumer inquiries and complaints. In this context, the “consumer” includes attorneys, health care providers, legislators, service providers, civic groups, company employees, and the general public.
Position: SFA 4085
This position exists to provide support to the Property Casualty & Title (PC&T) Consumer Services section, which enforces Colorado insurance statutes and regulations by acting as an ombudsman for Colorado consumers to resolve complex insurance complaints, inquiries, and disputes. This position independently reviews and investigates escalated cases involving claims handling, policy interpretation, coverage disputes, and potential violations of Colorado insurance statutes and regulations, applying advanced knowledge of Colorado insurance laws and industry practices to determine appropriate resolutions, including further review by the PC&T Consumer Services Director. This position is the first point of contact when escalation is requested by other analysts or directly by consumers. This position provides technical guidance, training, mentoring, and quality review to other analysts on the team, helps establish consistent case handling standards through quality checks/audits, and identifies patterns of consumer harm or market conduct that may warrant referral for further administrative action. In addition, this position supports the PC&T Consumer Services Director in workflow coordination, performance monitoring, ensures proper telephone coverage, manages workload and immediate staffing needs, and participates in meetings with or on behalf of the PC&T Consumer Services Director.
Duties include, but are not limited to:
- Investigating complex written complaints filed by Colorado consumers involving all types of PC&T insurance, including homeowners, private passenger automobile, commercial, workers’ compensation rate complaints and title complaints;
- Analyzing and detecting problems or violations of insurance law, regulations and/or policy contract provisions by investigating the allegations presented in a complaint;
- Facilitating practical resolutions for assigned complaints and assisting team members with the investigation and resolution of their assigned complaints;
- Reviewing policy contracts, insurer communication, Colorado insurance law, regulations, and bulletins;
- Detecting patterns of problems or violations of insurance laws or policy contract provisions by analyzing complaint data and working directly with team members;
- Developing appropriate processes, workflows, and quality assurance measures that maximize execution of the work unit responsibilities and that comply with Division standards and regulatory obligations;
- Training subordinate team members and their work proficiency; developing staff by modeling respectful team and consumer interactions, and by coaching team members on performance;
- Conducting timely and thorough research to assist the supervisor in the analysis of proposed legislation;
- Assisting the supervisor in the completion of fiscal notes; assisting the supervisor in developing implementation plans for new Colorado insurance laws;
- Assisting the supervisor in drafting new or amending current Colorado insurance regulations and bulletins, including researching the NAIC model laws and regulations, attorney general opinions, specific court decisions, Colorado Revised Statutes, existing DOI regulations and bulletins, and accessing the division’s data through reports.
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
- Eight (8) years of professional* property and casualty insurance work experience in the insurance industry and/or in a regulatory environment, which must include all of the following:
- Experience in insurance operations, regulatory compliance, or consumer complaint resolution, including direct handling of claim, coverage, or policy disputes;
- Experience communicating with consumers, insurers, and internal stakeholders through clear written correspondence and verbal explanation of findings and resolutions;
- Utilizing computer systems, software, and databases to perform insurance-related analysis;
- Experience managing a complaint and/or investigative workload in a complex and high-volume workplace environment.
- Of the eight (8) years of professional* work experience, at least one (1) year must include leading teams, including distributing and assigning work, ensuring timeliness, and auditing for accuracy of work performed, and being accountable for the work product of other team members.
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 psychology, sociology, business administration, business management, public administration, communications, or in a field of study related to the work assignment; AND
- Six (6) years of professional* property and casualty insurance work experience in the insurance industry and/or in a regulatory environment, which must include all of the following:
- Experience in insurance operations, regulatory compliance, or consumer complaint resolution, including direct handling of claim, coverage, or policy disputes;
- Experience communicating with consumers, insurers, and internal stakeholders through clear written correspondence and verbal explanation of findings and resolutions;
- Utilizing computer systems, software, and databases to perform insurance-related analysis;
- Experience managing a complaint and/or investigative workload in a complex and high-volume workplace environment.
- Of the six (6) years of professional* work experience, at least one (1) year must include leading teams, including distributing and assigning work, ensuring timeliness, and auditing for accuracy of work performed, and being accountable for the work product of other team members.
OR
- Bachelor’s Degree and Experience: Graduation from an accredited college or university with a bachelor's degree in psychology, sociology, business administration, business management, public administration, communications, or a field of study related to the work assignment; AND
- Four (4) years of professional* property and casualty insurance work experience in the insurance industry and/or in a regulatory environment, which must include all of the following:
- Experience in insurance operations, regulatory compliance, or consumer complaint resolution, including direct handling of claim, coverage, or policy disputes;
- Experience communicating with consumers, insurers, and internal stakeholders through clear written correspondence and verbal explanation of findings and resolutions;
- Utilizing computer systems, software, and databases to perform insurance-related analysis;
- Experience managing a complaint and/or investigative workload in a complex and high-volume workplace environment.
- Of the four (4) years of professional* work experience, at least one (1) year must include leading teams, including distributing and assigning work, ensuring timeliness, and auditing for accuracy of work performed, and being accountable for the work product of other team members.
Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part time experience will be prorated.
SUBSTITUTIONS:
- Partial credit toward the degree requirement will be given for completed college/university coursework that did not result in a degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the bachelor's degree requirement.
*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:
- Demonstrated experience reading, interpreting, and communicating Colorado insurance statutes and regulations;
- Demonstrated experience providing guidance, training, mentoring to employees, driving work, and conducting quality assurance checks of work completed within a work unit;
- Experience interpreting and applying state insurance statutes and regulations to investigate and resolve complex consumer cases;
- Demonstrated experience investigating complex insurance matters (such as complaints) which involve diverse stakeholders;
- Demonstrated experience working with Crystal reporting software;
- Demonstrated experience in reviewing data, writing reports, and/or using data in reports;
- Bilingual in Spanish (speaking with clients for consumer complaints).
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 to apply knowledge and to decide on the most appropriate course of action;
- Sound judgment and the confidence to make decisions on a routine basis;
- Demonstrated problem-solving skills, including the ability to review and analyze information to find solutions;
- Customer service skills, including the ability to project empathy and compassion, maintain communications, and work diplomatically with difficult customers;
- Demonstrated interpersonal skills, including the ability to collaborate and foster relationships with various stakeholders, peers, teams, and staff members;
- Demonstrated creativity and flexibility, including the ability to adapt to shifting priorities and additional work assignments in a fast-paced work environment;
- Organizational skills, including prioritizing, planning, and time management in order to meet deadlines;
- Mentorship and leadership skills, including the ability to set goals, disseminate staff’s workload, motivate subordinates, and train and educate staff on how to perform their tasks efficiently and correctly;
- Demonstrated knowledge of and/or background in property and casualty insurance statutes, regulations, and bulletins;
- Ability to see the big picture when forecasting the impact of legislative change;
- Ability to identify trends of non-compliance by regulated entities;
- Demonstrated the ability to train staff members, including explaining processes and procedures;
- Ability to maintain competing needs, interests, and work consistently, such as auditing staff’s complaints, analyzing data, and completing complex complaints assigned to the position;
- Ability to accept and apply constructive criticism, take ownership of mistakes and improve from them;
- Demonstrated ability to conduct research;
- Ability to represent the department and the Division of Insurance in a positive, professional and objective manner, and support a positive workplace environment;
- 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;
- Ability to travel independently, including work in-office, as required by business needs and scheduled by the supervisor;
- Integrity and high ethical standards;
- Accountability, reliability, including attendance;
- Ability to maintain confidential, controversial, or sensitive information;
- 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, Calendar, etc).
Conditions of Employment: Candidates who fail to meet the conditions of employment will be removed from consideration.
- 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.
- This position requires the ability to travel up to 20% of the time, including staying over weekends when required; and the ability to transport equipment, including, but not limited to, laptop computers, and supplies.
PLEASE READ - Required Application Materials
Interested individuals must submit the following online:
1. A completed State of Colorado Application (log-in to your current NeoGov account or create a NeoGov account to complete the online application). Note: Incomplete applications, including incomplete work history sections or "see résumé," "see attachment," or "see addendum" statements, will not be accepted in lieu of a completed application form.
2. A current email address on your application, as all communication pertaining to this position will be conducted via email. Please set up your email to accept messages from [email protected] and ‘@state.co.us’ addresses, and check your email often. Note: The department cannot guarantee the successful delivery of email, including incorrect filtering into junk mail folders.
3. A detailed cover letter, explaining how you meet the required competencies and how your accomplishments, qualifications, skills, areas of expertise, personal characteristics, etc. make you a good fit for this position; you may also attach additional documents that demonstrate this.
Comparative Analysis Process: Structured Application Review
Part of, if not the entire, comparative analysis process for this position will involve a review of the information you submit in your application materials; Therefore, it is paramount that in the experience portion of your application and cover letter, you describe the extent to which you possess the education, experience, and competencies outlined in the job announcement as well as the required and/or preferred qualifications/competencies. You are also encouraged to attach additional documents to that effect. Failure to include adequate information or follow instructions may affect your score and prevent you from competing in subsequent measures used to arrive at a top group of applicants.
Part of the comparative analysis process and/or the interview process may be conducted through remote video conferencing (i.e. Google Meet, Zoom, etc.)
Veterans’ Preference: Candidates who wish to assert Veterans’ Preference should attach a copy of their DD214 to their application. Failure to do so will result in being denied Veterans Preference.
PLEASE NOTE: Former State Personnel System employees who were disciplinarily terminated or resigned in lieu of termination must disclose this information on the application. Colorado Revised Statutes require that all state employees be hired and promoted through competitive examination of merit and fitness. Failure to include the required information, failure to follow instructions, and/or failure to submit materials by the application deadline may result in your application not being considered for the position and may affect your score or inclusion in the final pool of qualified candidates.
The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.
The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.
ADAAA Accommodations: DORA is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, at [email protected].
Check out our excellent benefits package!
THIS ANNOUNCEMENT MAY BE USED TO FILL MULTIPLE VACANCIES
While a salary range is posted for this position, an eventual salary offer is determined by a comprehensive salary analysis, which considers multiple factors including but not limited to education and experience compared to others in the organization doing substantially similar work.
Appeal Rights:
If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.
An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email, US Mail, faxed or hand-delivered within ten (10) calendar days from your receipt of notice or acknowledgment of the department’s action.
For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go to spb.colorado.gov or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.
HOW TO APPLY: Thank you for your interest. Submit an on-line application by clicking the link below or submit a State of Colorado Application for Announced Vacancy and all supplemental questions according to the instructions provided below. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed above.
IF NOT APPLYING ON-LINE, SUBMIT APPLICATION TO:
Only online applications will be accepted for this position.
DEPARTMENT CONTACT INFORMATION:
Thanh Pham: [email protected]
METHODS OF APPOINTMENT: Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.
