Insurance Consumer Services Bureau Chief

State of Montana • Helena, MT

2d • Onsite

About The Position

Our agency has an exciting opportunity for a full-time Insurance Consumer Services (ICS) Bureau Chief. We challenge our team members to excel as individuals and as part of a supportive team. We offer mentorship, education, training, and opportunities for career growth.
As a consumer protection agency, we protect Montanans by regulating two of the state’s largest industries- securities and insurance. Our mission is to foster a thriving marketplace through education, common sense regulation, and equitable enforcement of the law, ensuring swift accountability for fraudsters and justice for victims.
Why this Role Matters – meaningful public service with a direct impact on Montana consumers and the insurance marketplace
The Insurance Consumer Services (ICS) Bureau Chief leads the team that holds the insurance marketplace accountable and serves as an advocate for Montana insurance policyholders. This senior-level, high-visibility role oversees the ICS Bureau, guides a team of compliance professionals, shapes consumer protection strategy, and advises agency leadership on complaint trends and policy needs across Montana’s insurance market. The CSI is a small, mission‑driven agency that values effective working relationships, initiative, and professionalism, and your work is tangible – you will see the results of your decisions in real-time in the insurance marketplace and in the lives of Montana consumers.
As Bureau Chief, your work will help ensure insurance entities comply with Montana law, support fair treatment of policyholders, improve bureau operations, and inform agency strategy with credible complaint and market trend analysis. You will help strengthen public trust by ensuring consumer concerns are addressed professionally, consistently, and in compliance with the law.
This position is an in-office position.
Did we mention the benefits?
State of Montana benefits, including retirement, health insurance options, paid leave, and predictable hours – a total compensation package delivering great benefits, financial security, and a retirement you can count on.
Additional benefit package information is located here.
State of Montana employment may qualify you to receive student loan forgiveness under the Public Service Loan Forgiveness. Look here to learn more and understand whether or not you may qualify.
Effective July 1, 2026, this position may be eligible for a $1 (or 2.5%25, whichever amount is greater) statutory increase.

Requirements

• Bachelor’s degree in business, public administration, or a related field (equivalent combination of education and experience may be considered).
• Three (3) years of management experience.
• Four (4) years of insurance compliance experience (all lines strongly preferred)
• Advanced knowledge of insurance contracts and operations and the ability to interpret and apply Montana statutes, rules, and applicable federal law to make sound final determinations.
• Proven leadership, communication, and relationship-building skills to build and maintain effective working relationships with staff, industry, other agencies, consumer groups, and the public, while handling confidential and sensitive information appropriately.
• Strong management skills, including planning, organizing, directing, and controlling programs in alignment with the agency's mission.
• Effective supervisory, public speaking, technical writing, analytical, and computer skills; discipline in providing clear, constructive feedback to staff.
• Ability to work under time constraints with thoroughness and professionalism, including with irritated or distressed consumers.
• Comfort working across public policy, complaint resolution, data reporting, and interagency collaboration.

Nice To Haves

• Experience with medical terminology, provider billing practices, CPT and diagnostic codes, and HIPAA issues related to insurance claims.

Responsibilities

• Oversee investigation and resolution of complex consumer complaints involving life, health, property, and casualty insurance.
• Ensure insurers comply with Montana Insurance Code (Title 33, MCA), administrative rules, and federal requirements (e.g., HIPAA, ACA, Medicare, surplus lines laws).
• Review complex and elevated complaint files for accuracy and quality, provide guidance on complex cases, and ensure consistent interpretation of statutes, rules, and regulations; recommend and support corrective or legal actions for entities that may be out of compliance.
• Assist in timely resolution of inquiries and complaints received through the direct handling of consumer complaints as needed.
• Analyze complaint data, identify market trends, and develop reports and policy recommendations for the Commissioner.
• Support rulemaking and legislative processes and represent CSI in professional forums and consumer outreach.
• Lead, coach, and supervise the Insurance Consumer Services Bureau, consisting of at least 7 Compliance Specialists; identify training needs and ensure staff stays current on changes in state and federal law, emerging market issues, and best practices in consumer protection.
• Guide and direct overall bureau operations to ensure efficient, high-quality, professional service; provide clear plans, direction, and feedback; maintain internal policies, procedures, training, and quality assurance; set priorities and deadlines; and drive continuous improvement in processes and customer service.
• Communicate effectively with consumers, insurers, other agencies, consumer advocacy groups, and the public to build trust, credibility, and understanding of CSI’s role.

Benefits

• State of Montana benefits, including retirement, health insurance options, paid leave, and predictable hours – a total compensation package delivering great benefits, financial security, and a retirement you can count on.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees