Consumer Complaint Investigator II

Commonwealth of Kentucky; Frankfort (KY); On-site; USD 41,000 - 61,000; Full time

Benefits offered by this job

Paid time off

Overtime

Health insurance

Life insurance

Retirement

Telecommuting

Job summary

The Commonwealth of Kentucky, Public Protection Cabinet, Department of Insurance, seeks a Consumer Complaint Investigator II in Frankfort, KY. The role involves professional level work examining and investigating complex insurance complaints, with telecommuting options and opportunities for overtime.

The position requires a bachelor’s degree and several years of relevant experience. Responsibilities include handling investigations, drafting responses, and coordinating with divisions and other

Qualifications

• Bachelor's degree required.
• Three years of experience in investigating, auditing, consumer education, mediating or resolving complaints or related field.
• Experience in analyzing and responding to consumer complaints preferred.

Responsibilities

• Investigate complex complaints from the public regarding insurance statutes and regulations.
• Draft letters and memos; respond to inquiries using standard letters.
• Prepare reports using internal databases to track and close complaints.

Skills

Insurance industry experience

Regulatory environment

Consumer complaints handling

Attention to detail

Verbal and written communication

Education

Bachelor's degree

Job description

Advertisement Closes

10/5/2026 (11:59 PM ET)

Job ID

2605012

Title

Consumer Complaint Investigator II

Pay Grade

14

Salary

$3,672.84 - $5,509.24 Monthly

Employment Type

EXECUTIVE BRANCH | FULL TIME | ELIGIBLE FOR OVERTIME PAY | 18A | 37.5 HR/WK

Hiring Agency

Public Protection Cabinet | Department of Insurance

Location

500 Mero Street
Frankfort, KY 40601 USA

Description

The agency may authorize the selected candidate to telecommute at times. The agency may terminate or modify the telecommutingarrangement at any time.

The Division of Consumer Protection is within the Department of Insurance. The division wascreated in 1998 to offer assistance to consumers with insurance-related issues. The division isresponsible for handling consumer complaints against health, life, auto, homeowners andcommercial insurance. The division also takes complaints regarding the actions of an agent oragency.

We are looking for a Consumer Complaint Investigator II to join our team of highly skilledprofessionals. As a Consumer Complaint Investigator II, you will perform professional levelwork in the examination, evaluation and investigation of highly complex complaints concerningpotential violations of program laws and regulation; mediate compliance violations where legalaction is not appropriate.

Responsibilities include, but are not limited to, the following:

• Investigates complex complaints received from the general public as to violations ofKentucky statutes and regulations by conducting field investigations and interviews aswell as investigates complaints through oral and written communication to partiesinvolved in the complaint. Recommends corrective actions as needed.
• Independently performs at a professional level by answering complex inquiries from thegeneral public regarding insurance laws and regulations by drafting letters, memos anduse form letters to respond to inquiries from the general public regarding insuranceissues in relation to KY statutes and regulations.
• Prepares reports, charts and other material by operating the internal database which isused to track, manage, update and successfully close every complaint opened.
• Cooperates with other Divisions within the Department of Insurance, other statedepartment of insurance and the National Association of Insurance Commissioners.Abides by department rules, regulations and policies when performing investigativework.
• Assists other DOI investigators with consumer complaint investigations.
• Performs other duties as assigned.

Preferred skills and abilities:

• Experience in the business of insurance
• Experience in regulatory environment
• Experience analyzing and responding to Consumer Complaints
• Attention to detail
• Excellent verbal and written communication skills

Reasons to work for us include:

• Paid time off (sick and vacation) plus paid holidays
• Overtime and compensatory time
• Affordable health insurance with optional Health Reimbursement Account
• Life insurance
• Retirement
• Wellness incentives program
• Training and career development opportunities; paid continuing education
• Optional Deferred Compensation program (401K)
• Employee discounts on electronics; health and wellness; retail; travel, events and entertainment; and services and education
• Telecommuting and flexible work schedules

Applicants must be currently authorized to work in the United States for any employer.

If you are interested in a challenging yet rewarding career where you can make a positiveimpact in your community, we would love to review your application for Consumer ComplaintInvestigator II within the Department of Insurance.

Minimum Requirements

EDUCATION:

Graduate of a college or university with a bachelor's degree.

EXPERIENCE, TRAINING, OR SKILLS:

Must have three years experience in the fields of investigating, auditing, consumer education, mediating or resolving complaints or a related field.

Substitute EDUCATION for EXPERIENCE:

NONE

Substitute EXPERIENCE for EDUCATION:

Experience in investigating, auditing, consumer education, mediating or resolving complaints or a related field will substitute for the required education on a year-for-year basis. Current or prior military experience will substitute for the required college on a year-for-year basis.

SPECIAL REQUIREMENTS (AGE, LICENSURE, REGULATION, ETC.):

Must possess and maintain a valid driver's license prior to employment in this job classification. Must maintain any required licensure(s), certification(s), or other credentials for the length of employment in this job classification. Employing agency is responsible for ensuring employee possesses and maintains required licensure(s), certification(s), or other credentials.

Working Conditions

May work irregular hours due to nature of investigative work. Will be required to travel in the course of investigations. Works in all types of weather.

Probationary Period

This job has an initial and promotional probationary period of 6 months, except as provided in KRS 18A.111.

Contact

If you have questions about this advertisement, please contact Daniel McIlwain at [e-mail] or 502-782-5323.

Equal Opportunity Employer

An Equal Opportunity Employer M/F/D