Insurance Analyst (Rate/Financial Analyst Ii): Dora/Division Of Insurance

Department Information

This announcement may be used to fill multiple vacancies.

The Department of Regulatory Agencies (DORA) is dedicated to preserving the integrity of the marketplace and is committed to promoting a fair and competitive business environment in Colorado.

Consumer protection is our mission.

DORA is a progressive, innovative government agency where employees and customers alike are valued. If you are interested in becoming a part of an environment where creative thinking, customer service, and protecting consumers through healthy regulation is valued, DORA is the place for you! In addition to rewarding, challenging, and meaningful work, the State of Colorado at the Department of Regulatory Agencies offers an excellent total compensation package including:

• Employer-sponsored RTD EcoPass, with offices located at Civic Center Plaza, above the RTD Civic Center station and just a few blocks from RTD light rail.

• Extensive work-life programs such as a telecommuting program, flexible schedules, training and professional development opportunities on a wide variety of subjects, and more!

• Employee wellness programs, including the Colorado State Employee Assistance Program (CSEAP), which provides free, confidential counseling services.

• Bike-to-work programs, including access to storage lockers and bike racks.

• Flexible retirement benefits, including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans.

• Medical and Dental Health Insurance for employees and optional coverage for their dependents.

• Life Insurance for employees, and optional coverage for their dependents.

• Paid Time Off, including 10 paid holidays.

• Short- and long-term disability coverage.

• Tuition assistance program.

Description of Job

The Colorado Division of Insurance (DOI) regulates the insurance industry in Colorado. DOI helps consumers by answering their questions, investigating their complaints, and helping them to understand their insurance; and regulates and monitors insurance companies in Colorado, as well as insurance agents, ensuring all are following the law.

The Consumer Services- Property, Casualty & Title Section exists to regulate the insurance industry trade practices and address consumer inquiries and complaints. In this context, "consumer" includes attorneys, health care providers, legislators, service providers, special interest and civic groups, company employees and the general public.

Position: SFA 4331

This position exists to provide support to the Property, Casualty & Title Consumer Services section which enforces Colorado insurance statues and regulations by acting as an ombudsman for Colorado consumers who have experienced problems with specific insurers where alleged law violations have occurred.

Duties include, but are not limited to:

• Investigating written complaints filed by Colorado consumers involving all types of property & casualty insurance including, but not limited to, homeowner, private passenger automobile, commercial lines of business and workers' compensation rate complaints;

• Analyzing and detecting problems or violations of insurance law, regulations and/or policy contract provisions by investigating the allegations presented in a complaint;

• Reviewing policy contracts, insurer communication, and Colorado insurance law, regulations and bulletins;

• Facilitating practical resolutions for the complaints;

• Educating consumers, producers, providers and others through telephone conversations, face-to-face discussions, and community meetings;

• Providing information on insurance issues, including policy contract language, Colorado statutes, and Division regulations and bulletins;

• Assisting in the development of consumer education material, including identification of common issues and preparation of general and specific targeted information.

• Determining if an individual complaint case may represent wide-spread violation or non-compliance with Colorado statutes and/or Division regulations;

• Participating in peer discussions to identify industry trends requiring the development of Division regulations and/or bulletins.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

MINIMUM QUALIFICATIONS (MQs):

• Bachelor's degree from an accredited college or university in business administration, public administration, sociology, psychology, or closely related field;

• Two (2) years of professional* property and casualty insurance industry experience which must include working with consumers through direct contact (via phone, email, or in person), to resolve disputes in any of the following areas:

• Handling of claims, policy services, compliance, and/or member services.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part-time experience will be prorated.

SUBSTITUTIONS:

• A combination of professional* work experience in the occupational field or specialized subject area of the work assigned to the job, which provided the same kind, amount, and level or knowledge acquired in the required education, will substitute for the bachelor's degree on a year-for-year basis.

• A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the required work experience on a year for year basis.

• Professional work involves exercising discretion, analytical skill, judgment and personal accountability and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is: uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods.

Preferred Qualifications:

• Experience conducting investigations or handling complaints of insurance entities in a high-volume, busy workplace environment;

• Demonstrated experience investigating complex insurance matters that involve diverse stakeholders;

• Demonstrated experience reading, interpreting, and communicating Colorado insurance statutes, regulations, and policies;

• Experience working in compliance or in a regulatory environment;

• Direct customer service experience by working in a call center and/or member services;

• Commercial insurance and/or worker's compensation experience;

• Homeowner claim experience;

• Bilingual (any language is fine).

Required Competencies:The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview):

• Demonstrated verbal communication skills, including the ability to effectively convey information to audiences, in a clear, concise manner;

• Demonstrated written communication skills, including the ability to convey information to stakeholders in a clear, accurate, and concise written manner;

• Demonstrated attention to detail in order to ensure accuracy, thoroughness, and consistency of all analyzed information;

• Demonstrated critical thinking and analysis skills, including having the ability to evaluate evidence and applicable information in order to apply knowledge and decide on the most appropriate course of action;

• Problem-solving skills, including the ability to review relevant information and to develop, recommend, and implement solutions;

• Demonstrated sound judgment and confidence in making decisions on a routine basis;

• Creativity and flexibility, including the ability to adapt to shifting priorities and additional work assignments;

• Demonstrated organizational skills, including the ability to plan and prioritize tasks;

• Time management skills, including the ability to meet hard deadlines and multitask;

• Demonstrated interpersonal skills, including the ability to collaborate and foster relationships with various (internal and external) stakeholders;

• Customer service skills, including the ability to diplomatically interact with difficult customers and maintain effective communication;

• Demonstrated ability to understand and abide by workplace principles, practices, and behaviors as internally identified and defined by the department;

• Demonstrated ability to educate and train employees, including explaining processes and procedures;

• Process improvement skills, including the ability to plan and implement market analysis and initiate process review;

• Demonstrated ability to engage in public speaking, including demonstrating expertise in front of authorities and/or peers;

• Demonstrated ability to facilitate resolutions in complex cases;

• Ability to read, understand, interpret, and apply laws, rules, policies, and procedures;

• Demonstrated ability to conduct research and gather pertinent information;

• Self-starter, including the ability to work independently, learn new processes, utilize own knowledge, and complete work with minimal or no supervision;

• Self-motivated, self-directed, reliable, and accountable;

• Ability to accept and apply constructive criticism, take ownership of mistakes, and improve from them;

• Professional demeanor;

• Proficiency in the use of PC software applications including Microsoft Office (Access, Word, Excel, etc.), Google Suite (Doc's, Sheets, Slides, etc), as well as the use of databases.

Conditions of Employment: Candidates who fail to meet the conditions of employment will be removed from consideration.

• The successful passing of a reference check and/or, if required, a background check.

• A reference check may include but is not limited to: contacting previous and current supervisors to verify employment and discuss performance, a review of the personnel file, a review of the performance record, etc.

• The type of background check depends on the job duties of the position, and can include a review of any criminal record, credit report, and/or driving record.

Effective September 20, 2021, employees will be required to attest to and verify that they are fully vaccinated for COVID-19. Upon hire, new employees will have three (3) business days to provide attestation to their status with proof of vaccination.Note: Fully Vaccinated means two (2) weeks after a second dose in a two-dose series of the COVID-19 vaccine, such as the Pfizer or Moderna vaccine, or two (2) weeks after the single-dose vaccine, such as Johnson & Johnson's Janssen vaccine, as defined by the State of Colorado's Public Health Order and guidance issued by the Colorado Department of Public Health & Environment.

Supplemental Information

PLEASE READ - Required Application Materials

Interested individuals must submit the following online:

1.A completed State of Colorado Application (log-in to your current NeoGov account or create a NeoGov account to complete the online application). Note: Incomplete applications, including incomplete work history sections or "see résumé," "see attachment," or "see addendum" statements, will not be accepted in lieu of a completed application form.

2.A current email address on your application, as all communication pertaining to this position will be conducted via email. Please set up your email to accept messages from info@governmentjobs.com and '@state.co.us' addresses, and check your email often. Note: The department cannot guarantee the successful delivery of email, including incorrect filtering into junk mail folders.

3.A detailed cover letter, explaining how you meet the required competencies and how your accomplishments, qualifications, skills, areas of expertise, personal characteristics, etc. make you a good fit for this position; you may also attach additional documents that demonstrate this.

Comparative Analysis Process: Structured Application Review

Part of, if not the entire, comparative analysis process for this position will involve a review of the information you submit in your application materials; Therefore, it is paramount that in the experience portion of your application and cover letter, you describe the extent to which you possess the education, experience, and competencies outlined in the job announcement as well as the required and/or preferred qualifications/competencies. You are also encouraged to attach additional documents to that effect. Failure to include adequate information or follow instructions may affect your score and prevent you from competing in subsequent measures used to arrive at a top group of applicants.

Veterans' Preference: Candidates who wish to assert Veterans' Preference should attach a copy of their DD-214 to their application. Failure to do so will result in being denied Veterans Preference.

PLEASE NOTE: Former State Personnel System employees who were disciplinarily terminated or resigned in lieu of termination must disclose this information on the application. Colorado Revised Statutes require that all state employees be hired and promoted through competitive examination of merit and fitness. Failure to include the required information, failure to follow instructions, and/or failure to submit materials by the application deadline may result in your application not being considered for the position and may affect your score or inclusion in the final pool of qualified candidates.

The State of Colorado believes that equity, diversity, and inclusion drive our success, and

we encourage candidates from all identities, backgrounds, and abilities to apply. The State

of Colorado is an equal opportunity employer committed to building inclusive, innovative

work environments with employees who reflect our communities and enthusiastically serve

them. Therefore, in all aspects of the employment process, we provide employment opportunities to

all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

DORA is committed to the full inclusion of all qualified individuals. As part of this

commitment, our agency will assist individuals who have a disability with any reasonable

accommodation requests related to employment, including completing the application

process, interviewing, completing any pre-employment testing, participating in the

employee selection process, and/or to perform essential job functions where the requested

accommodation does not impose an undue hardship. If you have a disability and require

reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Rachael Alkayali, at dora_hr@state.co.us or call (303) 894-2441.

APPEAL RIGHTS:

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email, US Mail, faxed or hand-delivered within ten (10) calendar days from your receipt of notice or acknowledgment of the department's action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go to spb.colorado.gov or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.