Insurance Consumer Analyst I

Agency

Dept of Insurance

Division

Consumer Assistance Group

Job Classification Title

Insurance Consumer Analyst I (NS)

Position Number

60013510

Grade

NC09

About Us

The mission of the North Carolina Department of Insurance is to promote a stable insurance market through unbiased regulation and to protect the lives and property of every citizen in all 100 counties while fostering superior, user-friendly service, courtesy, and respect. Our agency licenses insurance agents, adjusters, bail bondsmen and more, along with investigating fraud matters involving insurance consumers and any entity or individual regulated by the Department. In an ever-changing environment, it is the vision of the Department of Insurance to maintain the stabilization of the insurance industry in order to provide more products, competitive prices and consumer protection.

Description of Work

Position number: 60013510
Salary Recruitment Range: $$41,206 - $49,566
Salary Grade: NC09


The posting will close at 11:59 p.m. the night before the closing date.

This position currently qualifies for a hybrid telework option with routine office and up to one remote workday per week. The NC Department of Insurance trusts our employees to be self-motivated and successful in hybrid/remote roles. Telework options are subject to change at the discretion of management.

Primary Purpose of the Position:

The primary purpose of this position is to serve as an insurance expert for consumers who contact the NC Department of Insurance with their insurance concerns. This position serves as the first point of contact for the public, receiving calls from consumers and asking relevant questions to obtain the necessary information to accurately assess and analyze their insurance concerns.

This position will advise consumers on, but is not limited to, personal and commercial automobile and property, casualty, life, health, workers' compensation, disability, and annuity insurance products. This requires considerable knowledge of these insurance products and policies, insurance regulations, industry and agency operations, and relevant laws and rules.

This position will also maintain awareness of the other services provided by the Department and be able to easily and professionally direct callers to the most appropriate personnel for problem resolution, when necessary. The position will provide excellent, personalized, unscripted customer service to ensure that consumers receive accurate information and reliable courses of action to help resolve their concerns.

The position must also be able to communicate complex technical insurance information in a manner that can be understood by consumers at all levels of education. The position may be required to use interpreter services to ensure that all consumers with limited English proficiency receive accurate and reliable information.

Additionally, this position will be responsible for tracking the nature of calls using telephone software or other appropriate data-tracking mechanisms. The position must remain knowledgeable about the services provided by the Consumer Assistance Group and the Department to ensure callers are professionally and efficiently directed to the appropriate personnel for problem resolution.

Knowledge Skills and Abilities/Management Preferences

Effective July 1, 2025, candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed from the class specification. The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants.

• Working knowledge of insurance principles and practices and North Carolina insurance laws and regulations.
• Working knowledge of insurance policies and coverages, legal processes, insurance-related court rulings, medical/health and automobile/damage terminology and costs.
• Ability to deal tactfully and effectively with insurance company representatives and consumers - many of whom are confused, frustrated or irate.

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Bachelor's degree business or economics or a related program from an appropriately accredited institution and one year of experience in insurance underwriting, claims, or policyholder service; or an equivalent combination of training and experience.

Benefits of NC State Employment:

We value our employees and offer a wide variety of competitive and family-friendly benefits. Benefits include:

• 12 Annual paid Holidays
• North Carolina State Health Plan administered by AETNA 
• Supplemental Benefits including: Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental and Vision
• NC State Retirement (TSERS)
• WeSave Employee Discounts

Learn more about employee perks/benefits:

• Why Work For NC?
• NC OSHR: Benefits

Supplemental and Contact Information:

For consideration for this vacancy, all applicants must complete an online application using the “APPLY” button above.

  
To receive credit for your work history and credentials, you must list the information on the State Application. Any information omitted from your application cannot be considered for qualifying credit.

***Applications with "see attached" or resumes in lieu of completed education and work experience on the formal application will be deemed incomplete and will not be eligible for consideration for the vacancy***

Applications for positions requiring specific coursework must be accompanied by a copy of the applicant's transcript. 

The Department of Insurance/Industrial Commission may conduct criminal history checks of all job applicants recommended for employment. Failure to accurately acknowledge information on criminal convictions on the state application form will be grounds for non-consideration of applications, disciplinary action, and possible criminal prosecution.
  
The Department of Insurance/Industrial Commission is an Equal Employment Opportunity employer and uses the merit-based recruitment and selection plan to fill positions subject to the State Personnel Act with the most qualified individuals.

• Academic Degrees must be from appropriately accredited institutions and will be verified. If you are selected for a position at DOI/IC, your academic credentials will be verified.
• Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax.
• Applicants seeking Veteran's Preference under N.C.G.S .126 must submit a DD Form 214, Certificate of Release or Discharge from Active Duty. This information may be attached to the online application or be faxed on or before the closing date.

Applicants may check the status of their application for a vacancy at any time by logging in to the government jobs system. Once the applicant has logged in, the status of each submitted application is documented next to each vacancy for which they have applied.

For more information about NCDOI: http://www.ncdoi.gov/

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

Laeng Lorn

Recruiter Email:

LAENG.LORN@NCDOI.GOV