Functional Program Analyst 3 (FPA3)

State of Washington • Thurston County – Tumwater, WA

1d • 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. This role is based out of the Tumwater Office. The position involves investigating and resolving consumer complaints involving property and casualty insurance, reviewing policies, analyzing coverage and claims issues, researching insurance laws and regulations, and advocating for consumers. The FPA3 will also serve as a resource for consumers through the Consumer Hotline and outreach efforts, explaining complex insurance issues and helping people understand their rights, coverage, and options. This role requires strong property and casualty insurance experience and a motivation to advocate for consumers and apply insurance regulations.

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

• One (1) or more years of professional work experience involving the analysis and application of federal and/or state laws and regulations related to the insurance industry or closely aligned profession, including legislative analysis and implementation.
• 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