Insurance Consumer Analyst II
About The Position
The Insurance Consumer Analyst II conducts professional investigative and analytical work to resolve consumer complaints involving property and casualty insurance. As a regulatory liaison, the Analyst facilitates communication between the Department of Insurance and consumers, insurers, attorneys, and other stakeholders. The role reviews complaints and insurer practices to ensure compliance with North Carolina laws, administrative rules, and applicable policy provisions. The Analyst independently manages a caseload of moderate to complex complaints concerning products such as personal and commercial property, commercial liability, travel, and pet insurance. Responsibilities include reviewing complaints, identifying possible compliance concerns, determining what additional information or documentation is needed, researching relevant statutes, administrative codes, policy language, and regulatory guidance, communicating with involved parties, evaluating insurer responses, and issuing determinations supported by law and policy. The Analyst documents investigations thoroughly and explains regulatory findings in clear, concise written correspondence. The position also helps monitor complaint outcomes and insurer conduct for recurring violations or systemic concerns. It supports special projects, participates in interdepartmental meetings, and coordinates with legal, enforcement, and market conduct teams when needed. The Analyst is expected to stay current on changes to insurance laws, regulations, and industry practices. The position currently qualifies for a hybrid telework option involving routine office work and up to one remote workday per week; telework options may change at management’s discretion.
Requirements
- Property and casualty insurance experience, including underwriting, claims, policyholder services, or an equivalent combination of education and experience.
- Strong analytical and critical-thinking skills, including the ability to investigate, evaluate, and resolve complex consumer complaints.
- Excellent written communication skills, including preparing clear, concise, 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, including the ability to manage multiple priorities, maintain attention to detail, and meet deadlines in a fast-paced environment.
- Bachelor’s degree in business, 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
- Independently manage a caseload of moderate to complex property and casualty insurance complaints.
- Review incoming complaints, identify potential compliance concerns, and determine what additional information or documentation is needed.
- Research relevant statutes, administrative codes, policy language, and regulatory guidance.
- Communicate with complainants, insurers, attorneys, and other involved parties throughout investigations.
- Evaluate insurer responses and issue determinations supported by applicable law and policy.
- Maintain clear, accurate, and thorough investigation documentation and prepare concise written correspondence explaining regulatory findings.
- Review complaint outcomes and insurer conduct to help identify recurring violations or systemic concerns.
- Support special projects and 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
