Program Coordinator III - Licensing Coordinator

Commonwealth of Massachusetts•Boston, MA

About The Position

The Division of Insurance ("DOI"), an Agency within the Office of Consumer Affairs and Business Regulation, administers the Commonwealth’s insurance consumer protection laws through its regulation of the insurance industry. The primary mission of the Division is to monitor the solvency of its licensees in order to promote a healthy, responsive and willing marketplace for consumers who purchase insurance products. The Division also investigates and responds to consumer inquiries and complaints, enforces state insurance laws and regulations, and provides the public with accurate and unbiased insurance information. An important aspect of the Division’s work is ensuring that the individuals and business entities conducting the business of insurance in Massachusetts do so in a legal and timely manner. The Division of Insurance is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Division of Insurance values inclusiveness and diversity within their employee and management teams. Within our community we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming. The Division of Insurance is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens. About the Role: The Producer Licensing Unit at the Division of Insurance is responsible for ensuring that the 212,000 individuals and business entities conducting the business of insurance in Massachusetts are qualified and in good standing, and that they conduct business according to the Commonwealth’s laws and regulations. The Program Coordinator III assists the Director of Producer Licensing with participating in and monitoring all aspects of the day-to-day operations of the Producer Licensing Unit. This includes establishing the Unit’s weekly task schedule for handling a telephone queue that responds to 30,000 calls annually, monitoring this queue and assisting subordinate staff with questions or issues they encounter. The Program Coordinator III monitors assigned Unit activities by data analysis and query reports; acts as a liaison to provide Producer Licensing information to Division staff and other state and federal regulatory officials at all levels and to outside insurance related business entities; prepares written reports of Unit activity, responds to written, telephone and email inquiries about Unit activity and / or about specific licensees; The Program Coordinator III is the records control coordinator for the Producer Licensing Unit, collects and retrieves data about Unit activities, and monitors staff attendance. The Program Coordinator III supervises and participates in the EPRS reviews for subordinate staff. The Program Coordinator III supervises all aspects of the day-to-day operations of the Producer Licensing Unit and accordingly reports all issues that arise to the Director of Producer Licensing, other senior management and the Commissioner. The Program Coordinator acts as a liaison to the Commissioner’s office to resolve licensing issues reported directly to the Commissioner and / or through Legislative offices.

Requirements

Applicants must have at least (A) four years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, and (B) of which at least one year must have been in a supervisory capacity, or (C) any equivalent combination of the required experience and the substitutions below.
A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required (A) experience.
A Graduate degree with a major in business administration, business management or public administration may be substituted for a maximum of three years of the required (A) experience.
A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required (A) experience.
NOTE: No substitutions will be permitted for the required (B) experience.

Nice To Haves

Knowledge of the principles and practices of office management.
Knowledge of the methods of general report writing.
Knowledge of the methods used in the preparation of charts, graphs and tables.
Knowledge of the types and uses of general office equipment.
Ability to understand, explain and apply the laws, rules, regulations, policies, procedures, specifications, standards and guidelines governing assigned unit activities.
Ability to analyze and determine the applicability of data, to draw conclusions and to make appropriate recommendations.
Ability to follow written and oral instructions.
Ability to gather information through questioning individuals and by examining records and documents.
Ability to write concisely to express thoughts clearly and to develop ideas in logical sequence.
Ability to assemble items of information in accordance with established procedures.
Ability to determine proper format and procedures for assembling items of information.
Ability to prepare general reports.
Ability to maintain accurate records.
Ability to prepare and use charts, graphs and tables.
Ability to communicate effectively in oral expression.
Ability to give written and oral instructions in a precise, understandable manner.
Ability to deal tactfully with others.
Ability to establish rapport and maintain harmonious working relationships with persons from varied ethnic, cultural and / or economic backgrounds.
Ability to supervise, including planning and assigning work according to the nature of the job to be accomplished, the capabilities of subordinates and available resources; controlling work through periodic reviews and / or evaluations; determining subordinates’ training needs and providing or arranging for such training; motivating subordinates to work effectively; determining the need for disciplinary action and either recommending or initiating disciplinary action.
Ability to exercise sound judgement.
Ability to exercise discretion in handling confidential information.
Knowledge of the principles, practices and techniques of supervision.

Responsibilities

Act as “Floor Supervisor” to monitor completion of tasks assigned to 3 Producer Licensing Unit license administrators, to ensure timely and effective operations and compliance with established licensing standards. Continuously monitor Unit productivity and the telephone queue and recommends to the Director of Producer Licensing and / or to the Commissioner and other senior management, any necessary reallocation of resources to ensure Unit’s productivity goals are met and maintained.
Assist the Director of Producer Licensing with establishing, refining and communicating to subordinate staff the Section protocols and procedures for timely and effective day-to-day operations.
Propose changes to various licensing applications and other licensing procedures with the Director of Producer Licensing and communicate such changes to subordinate staff and licensees. Draft appropriate language to keep the Producer Licensing information on the DOI website up to date.
Oversee processing of new producer license applications, renewal applications, and applications for all other license types (new and renewal) being issued by the Producer Licensing Unit including, but not limited to, Public Adjusters, Insurance Advisors, Surplus Lines Brokers, Reinsurance Intermediaries, Self-Storage and Portable Electronic licenses. Assign address changes, appointment and license terminations and other licensing actions in State Based Systems and by other manual means to licensing staff as determine necessary; review electronic and paper records to ensure compliance with applicable state and federal laws, guidelines and procedures.
Manage staff processing of incoming Business Entity Articles of Organization and Foreign Corporate certificates for completeness and accuracy. Ensure staff are approving business names requested by applicants for new Business Entities and “Doing Business As” (“DBAs”), designations for individual and business entity producers appropriately as to not create overlapping entity names in the Commonwealth.
Create large batch correspondence renewal reminders in SBS for approximately 200,000 licensees. Ensure renewal reminders are scheduled, clear and provide all relevant information for license renewals with the goal of reducing the need for follow-up outreach.
Oversee Motor Vehicle Damage Appraiser (“MVDA”) license and renewal application procedures. Draft and maintain correspondence templates applicants regarding MVDA exam eligibility, missing requirements for licensure, requesting of appropriate forms, and maintain updated MVDA information on the DOI website. Ensure staff issuing licenses to all MVDA applicants who have passed both Part I and Part II of the MVDA examination are trained accordingly and are performing the relevant duties in accordance with licensing standards.
Act as a liaison with multiple state and federal agencies and insurance related entities including, but not limited to, Automobile Damage Appraisers Licensing Board (ADALB), insurance companies, the National Association of Insurance Commissioners (NAIC) and the examination testing vendor, to exchange information, resolve problems and coordinate activities associated with a change in a producer’s status.
Confer with Division staff at all levels to exchange information, coordinate efforts and obtain information concerning licensing activities; confer with agency staff on technical and procedural licensing violations when certain enforcement actions are deemed necessary.
Continuously review and analyze data concerning Producer Licensing Unit activities to best direct available resources toward more efficient and timely work processes, to assess progress in completing tasks, and / or to provide information to management.
Actively participate in strategic planning and process improvements for the agency. Identify systems which require updating and revision to improve efficiency and effectiveness; take a lead role in coordinating and crafting solutions.
Review, analyze and prepare reports concerning assigned Unit activities, to furnish required information and to make recommendations on process improvements to programs and activities. Submit monthly reports that indicate each Unit employee’s current assignments and identify any licensing issues of which senior management should be aware.
Respond timely and professionally to all telephone and written inquiries received from any source seeking information about Producer Licensing, including, but not limited to, license applicants and licensees, insurance companies, law firms and other state agencies.
Compile data for use in monthly reporting of assigned Unit activities; continuously update and maintain quality of data in the producer licensing database (SBS) and informs (SBS) staff of any data quality or system issues.
Provide on the job training and orientation for new employees, including use of the SBS database and other statewide enterprise systems.
Provide general supervision of subordinate staff.

Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Explore our Employee Benefits and Rewards!

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume