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…