Functional Program Analyst 3

State of Washington • Thurston County – Tumwater, WA

11d • Hybrid

About The Position

The Office of the Insurance Commissioner (OIC) seeks a qualified individual for the Functional Program Analyst 3 (FPA3) position within the Consumer Protection (Consumer Advocacy) Division, based out of the Tumwater Office. This role is crucial for ensuring a healthy insurance market and protecting Washington consumers. The OIC is committed to diversity, equity, and inclusion, fostering a respectful, safe, and supportive working environment for all employees. The FPA3 will serve as a trusted advocate for consumers by independently investigating insurance complaints, interpreting insurance laws and regulations, and working directly with insurance companies to ensure fair treatment. This position combines analytical thinking, sound judgment, and exceptional communication skills to resolve disputes, educate consumers about their rights and coverage, and hold insurers accountable. The work involves investigating complex complaints, educating the public through the Consumer Hotline, and contributing to agency initiatives to improve consumer protections, ultimately strengthening confidence in Washington's insurance marketplace. This recruitment may be used to establish a qualified pool of candidates for Functional Program Analyst 3 vacancies in the next sixty days. This is a Washington General Service position.

Requirements

• Six (6) years of professional work experience in areas such as regulatory examinations; insurance underwriting, compliance, rating, or claims; health care consumer issues; or health care benefit plan design, distribution, or administration.
• Intermediate-level experience using Microsoft Outlook and Word.

Nice To Haves

• Demonstrated experience collecting data, conducting quantitative and/or qualitative research and analyzing results to make an informed decision or conclusion.
• Fluent verbal communication skills in Spanish, Korean, Russin, Vietnamese, Mandarin, or Cantonese, with the ability to score “Advanced Mid-skill level” on the oral proficiency assessment by the American Council for the Testing of Foreign languages.

Responsibilities

• Independently investigate and resolve consumer complaints involving licensed insurance companies by researching facts, analyzing policies, and applying Washington insurance laws and regulations.
• Advocate on behalf of consumers by working with insurers to ensure fair treatment and appropriate resolution of insurance-related issues.
• Respond to consumer inquiries by phone, email, written correspondence, and in person, providing accurate information and education on insurance coverage, rights, and regulatory requirements.
• Prepare clear, thorough, and professional written correspondence to consumers and insurance companies explaining findings, decisions, and applicable laws or regulations.
• Maintain accurate and timely case documentation, coding, and data entry in agency databases while managing an active caseload and meeting established performance standards.
• Identify potential violations of insurance laws and regulations and prepare referrals for enforcement actions or Market Conduct review when appropriate.
• Staff the Consumer Hotline and assist walk-in consumers by providing high-quality customer service and resolving insurance-related questions and concerns.
• Deliver presentations and educational outreach to consumers, industry representatives, and community groups on insurance topics and consumer protections.
• Review, update, and edit consumer-facing web content using plain language and web accessibility standards.
• Collaborate with supervisors and colleagues to support agency initiatives, share expertise, and perform other duties as assigned in support of the Office of the Insurance Commissioner's mission.

Benefits

• Health, dental, vision, retirement, paid leave (vacation, sick, etc.) and much more!
• Supportive work environment: We value diversity, professional growth, and collaborative atmosphere.
• Wellness programs: Invest in your well-being with on-site resources and initiatives.
• Work-life balance: Flexible schedules with telework opportunities.
• Public service fulfillment: Contribute to a cause that matters and feel the satisfaction of serving the public good.
• Training & Development: Continuously learn and grow with tuition reimbursement, Public Service Loan Forgiveness, and other programs.
• Free parking (Tumwater) & Public transportation pass (Thurston County): Save on commuting costs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree