Complaints Investigator Iii, Contractual

State of Maryland • Baltimore City, MD

2d

About The Position

The Maryland Insurance Administration is recruiting a full-performance Complaints Investigator III for its Life and Health Division. The position investigates consumer complaints concerning life and health insurance and communicates with members of the public in writing and by telephone. Investigations involve reviewing complaints, identifying issues, submitting written questions to insurance companies, analyzing company responses and insurance documents, applying relevant insurance laws, and recommending whether a company violated the law. When no violation is found, the investigator explains the reasons to the complainant in writing. The investigator also responds to incoming calls from consumers and providers, provides assistance and direction concerning complaints, and assists with hearing preparation when needed.

The role requires strong customer service, verbal and written communication, the ability to read and understand statutes and regulations, attention to detail, and the ability to manage fluctuating caseloads while meeting timely complaint-file handling standards. The position is located in Baltimore City with a hybrid schedule, or may be 100% remote after successful completion of initial training.

Requirements

• Bachelor’s degree from an accredited college or university, subject to the listed substitutions.
• Three years of experience in insurance compliance for a regulatory agency or insurer, subject to the listed substitutions.
• Strong 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 and meet standards for timely handling of complaint files.

Responsibilities

• Investigate consumer complaints concerning life and health insurance issues.
• Review complaints, identify the issues, and submit written questions to insurance companies.
• Read and analyze company responses, insurance policies, and related documents.
• Apply relevant insurance laws and recommend whether a company violated the law.
• Explain in writing to complainants why a company did not violate the law, when applicable.
• Answer incoming calls from consumers and providers, offering assistance and direction with complaints.
• Assist with hearing preparation when needed.

Benefits

• Eligible contractual employees working at least 30 hours per week or an average of 130 hours per month may qualify for subsidized health and prescription coverage for themselves and eligible dependents; employees pay 25% of premiums and the State subsidizes the remaining 75%.
• Employees may elect dental coverage, accidental death and dismemberment insurance, and life insurance, paying the full premiums for those benefits.
• Contractual employees may receive leave at a rate of one hour for every 30 hours worked, up to 40 hours per calendar year.

What This Job Offers

• Career Level: Mid Level