Complaints Investigator I

State of Maryland • Baltimore City, MD

1d • Hybrid

About The Position

The Maryland Insurance Administration (MIA) is an independent State agency that regulates Maryland’s $49 billion insurance industry and protects consumers by monitoring and enforcing insurers’ and insurance professionals’ compliance with State law. Staff members are subject matter experts who serve as a resource for lawmakers, consumers, and other public and private entities. The MIA is charged with a broad range of responsibilities including the licensure of insurance carriers and insurance producers (brokers/agents) operating in Maryland, the conduct of financial examinations of companies to monitor financial solvency, and the review and approval of rates and contract forms. The MIA investigates reports of consumer fraud and consumer complaints about life, health, automobile, homeowners, and/or property insurance. Insurance carriers are subject to market conduct examinations and other actions to monitor compliance with Maryland law. The MIA also has a unit dedicated to consumer education and outreach, which participates in hundreds of events and reaches thousands of individual consumers annually. This is a Special Appointment position that serves at the pleasure of the Appointing Authority. GRADE MIA 0014 LOCATION OF POSITION Baltimore City, Hybrid (between office and telework), or 100% remote (after successful completion of initial training). The MIA is recruiting to fill a Complaints Investigator I position in the Life and Health Division. A Complaints Investigator I represents the entry level of work investigating consumer complaints concerning life and health insurance issues, which involves communicating with the public in writing and by telephone. Under the supervision of management, the Complaints Investigator I conducts an investigation by reading the complaint, identifying the issues, and asking the company written questions. The Complaints Investigator I reads and analyzes responses, insurance policies and documents; applies relevant insurance laws; and recommends a determination of whether the company has violated the law. If there is no violation, the Complaints Investigator I explains, to the complainant in writing, the reasons a company did not violate the law. The Complaints Investigator I also answers incoming calls from consumers and providers, offering them assistance and direction with their complaints; and assists with hearing preparation, if needed.

Requirements

• Bachelor's degree from an accredited four-year college or university.
• None (experience in life/health insurance industry or state insurance regulatory agency can substitute for education).
• Good customer service skills.
• Strong verbal and written communication skills.
• Ability to read and understand statutes and regulations.
• Attention to detail.
• Ability to handle fluctuating caseloads.
• Ability to meet standards for timely handling of complaint files.

Nice To Haves

• 1- Four years experience in life/health insurance industry as claims processor, underwriter, and investigator or in a related insurance area can substitute for the minimum requirements as stated above.
• 2- Three (3) years’ experience working within the Maryland Insurance Administration or another State’s insurance regulatory agency in a life/health insurance capacity as an investigator, examiner, enforcement officer, customer service representative or administrative support capacity can be substituted for the education requirements.

Responsibilities

• Investigating consumer complaints concerning life and health insurance issues.
• Communicating with the public in writing and by telephone.
• Reading the complaint and identifying the issues.
• Asking the company written questions.
• Reading and analyzing responses, insurance policies and documents.
• Applying relevant insurance laws.
• Recommending a determination of whether the company has violated the law.
• Explaining to the complainant in writing the reasons a company did not violate the law.
• Answering incoming calls from consumers and providers, offering them assistance and direction with their complaints.
• Assisting with hearing preparation, if needed.

Benefits

• Generous leave package
• Medical coverage
• Prescription coverage
• Dental coverage
• Vision coverage
• Healthcare flexible spending accounts
• Dependent daycare flexible spending accounts
• Defined benefit pension plan
• Optional 457 supplemental retirement plans
• Optional 401k supplemental retirement plans
• Flexible work schedules
• Service that may qualify the successful candidate for the Federal Public Service Loan Forgiveness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level