Insurance Consumer Analyst II

State of North Carolina•Wake County, NC

5d•Hybrid

About The Position

The Insurance Analyst II position is responsible for conducting professional investigative and analytical work to resolve consumer complaints involving property and casualty insurance. Serving as a regulatory liaison, the role facilitates communication between the Department of Insurance and consumers, insurers, attorneys, and other stakeholders. Through careful review of complaints and insurer practices, the Analyst ensures that all actions comply with North Carolina laws, administrative rules, and applicable policy provisions, supporting the Department’s mission to uphold fairness and regulatory integrity within the insurance marketplace. A central function of the position is independently managing a caseload of moderate to complex complaints involving a wide range of property and casualty insurance products, including personal and commercial property, commercial liability, travel, and pet insurance. The Analyst reviews incoming complaints, identifies possible compliance concerns, and determines what additional information or documentation is needed. This may require researching pertinent statutes, administrative codes, policy language, and regulatory guidance. Throughout each investigation, the Analyst communicates regularly with complainants, insurers, and other involved parties, evaluates insurer responses, and issues determinations supported by law and policy. Clear, accurate, and thorough documentation is essential, as is the ability to explain regulatory findings in concise written correspondence. In addition to case-specific responsibilities, the Insurance Analyst II plays an important role in monitoring broader trends and regulatory issues. By reviewing complaint outcomes and insurer conduct, the Analyst helps identify recurring violations or systemic concerns. The position also supports special projects, participates in interdepartmental meetings, and coordinates with legal, enforcement, and market conduct teams when necessary. Staying current on changes to insurance laws, regulations, and industry practices is an ongoing expectation, ensuring that the Analyst can effectively protect consumers and promote compliance across the insurance industry.

Requirements

Property & Casualty insurance experience required, including underwriting, claims, policyholder services, or an equivalent combination of education and experience.
Strong analytical and critical-thinking skills with the ability to investigate, evaluate, and resolve complex consumer complaints.
Excellent written communication skills, including the ability to prepare clear, concise, and professional correspondence, reports, and regulatory responses.
Ability to apply insurance policy language, applicable laws, regulations, and industry standards to analyze and resolve consumer complaints.
Strong organizational skills with the ability to manage multiple priorities, maintain attention to detail, and meet deadlines in a fast-paced environment.
Bachelor's degree in business or economics or a related program from an appropriately accredited institution and two years of experience in insurance underwriting, claims, or policyholder service; or an equivalent combination of training and experience.

Responsibilities

Conduct professional investigative and analytical work to resolve consumer complaints involving property and casualty insurance.
Serve as a regulatory liaison, facilitating communication between the Department of Insurance and consumers, insurers, attorneys, and other stakeholders.
Ensure all actions comply with North Carolina laws, administrative rules, and applicable policy provisions.
Independently manage a caseload of moderate to complex complaints involving a wide range of property and casualty insurance products.
Review incoming complaints, identify possible compliance concerns, and determine needed information or documentation.
Research pertinent statutes, administrative codes, policy language, and regulatory guidance.
Communicate regularly with complainants, insurers, and other involved parties throughout investigations.
Evaluate insurer responses and issue determinations supported by law and policy.
Prepare clear, accurate, and thorough documentation.
Explain regulatory findings in concise written correspondence.
Monitor broader trends and regulatory issues by reviewing complaint outcomes and insurer conduct.
Identify recurring violations or systemic concerns.
Support special projects.
Participate in interdepartmental meetings.
Coordinate with legal, enforcement, and market conduct teams when necessary.
Stay current on changes to insurance laws, regulations, and industry practices.