Consumer Services Director

State of Indiana•Indianapolis, IN

1d•$47,320

About The Position

The Consumer Services Director leads review and oversight of complaints handled by the Consumer Services Division, part of the Indiana Department of Insurance’s Consumer Protection Unit. The division is the frontline for complaints from consumers, care providers, companies, and other state and regulatory agencies. The Director reviews cases escalated by consultants for compliance, completion, and determination of whether further escalation is needed. Working with the Supervising Insurance Examiner, the Director determines when cases should be referred to the Enforcement or Market Conduct divisions and may represent the division as a Department witness in administrative hearings for escalated cases. The role also monitors program performance, helps maintain policies and procedures, advises staff and stakeholders on applicable rules and requirements, prepares reports, and supports employee recruitment, training, and performance evaluation. The position is exempt from overtime compensation; additional hours may be required to complete essential functions or other assigned work.

Requirements

Working knowledge of program subject matter gained through experience and/or education.
Specialized knowledge of the program area, including pertinent rules and regulations.
Basic knowledge of source materials and references, including federal and state laws governing the programs.
Ability to implement new principles and policies and discern far-reaching implications.
Effective communication skills.
Ability to apply general rules to specific problems and produce sensible answers.
Ability to work effectively with a wide variety of stakeholders.
Working knowledge of accounting and budget principles.
A degree is not a standard requirement; at least 5+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered. Some positions may have specific education requirements depending on program scope.
Ability to perform essential functions with or without reasonable accommodation.

Responsibilities

Establish and monitor Consumer Services Division key performance indicators and actions to achieve them.
Interpret and explain rules, regulations, and statutes within the Department’s jurisdiction to staff and constituents.
Manage complex, multifaceted complaints and work with involved parties to ensure statutory compliance.
Review and prepare complaint summary reports for escalation to the Enforcement or Market Conduct divisions.
Participate in employee recruitment, selection, and training.
Measure progress, provide ongoing feedback, and evaluate employee performance for the supervisor.
Ensure work adheres to quality standards, deadlines, and proper procedures.
Monitor program performance indicators and assist in developing, updating, and monitoring program policies and procedures.
Answer customer questions and serve as a technical consultant to stakeholders about program policies and procedures.
Prepare and disseminate monthly and annual program reports.
Review the budget and ensure program assets are appropriately allocated.
Monitor compliance and recommend improvements to program efficiency.
Prepare training materials and train agency employees on program requirements and usage.
Deliver communication plans and communications.
Serve as a liaison between the agency and other state and federal agencies.
Represent the Consumer Services Division as a Department witness in administrative hearings for escalated cases.

Benefits

Three medical plan options, including prescription coverage, plus vision and dental plans.
Wellness Rewards Program with gift card rewards for completed wellness activities.
Health savings account with a bi-weekly state contribution.
Deferred compensation 457(b) account with employer match.
Two fully funded pension plan options.
Leave policies, including paid New Parent Leave and Childbirth Recovery Leave for eligible mothers, community service leave, and combined vacation, personal, and sick leave.
Paid holidays.
Education Reimbursement Program.
Group life insurance.
Referral Bonus program.
Employee assistance program with covered behavioral health visits.
Eligibility as a qualified employer for the Public Service Loan Forgiveness Program.
Free parking for most positions.
Free LinkedIn Learning access.