Consumer Services Director

State of Indiana; Indianapolis (IN); In loco; USD 43.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical plan options

Wellness Rewards Program

Health savings account (HSA)

Deferred compensation 457(b)

Pension plan options

Paid leave benefits

Paid holidays

Education Reimbursement Program

Group life insurance

Employee assistance program

Public Service Loan Forgiveness (PSLF)

Free Parking

LinkedIn Learning access

Descrizione del lavoro

State of Indiana is seeking a Consumer Services Director within the Indiana Department of Insurance to oversee complex complaint reviews and escalation decisions. You will monitor KPIs, interpret regulations, and ensure compliance across cases, working with multiple stakeholders to protect Hoosier consumers.

You will lead recruitment, training, and performance reviews while guiding policy implementation and ensuring timely, accurate reporting and program efficiency.

Competenze

• Working knowledge of program subject matter obtained through experience and/or education.
• Specialized knowledge of program area including pertinent rules and regulations.
• Basic knowledge of all source materials and references including federal and state laws governing the programs.
• Ability to implement new principles and policies and discern any far-reaching implications.
• Ability to communicate effectively.
• The ability to apply general rules to specific problems to produce answers that make sense.
• Ability to work effectively with a wide variety of stakeholders.
• Working knowledge of accounting and budget principles.

Mansioni

• Establish and monitor CSD's KPIs and actions to achieve them.
• Interpret and explain to Department staff and constituents rules, regulations, and statutes as they pertain to the Department's jurisdiction
• Manage a caseload of complex and multi-faceted complaints by working with all parties involved to ensure statutory compliance.
• Review and prepare complaint summary reports for escalation to the Enforcement or Market Conduct divisions.
• Participate in recruitment, selection, and training of employees to ensure responsibilities and expectations are understood.
• Measure progress, provide ongoing feedback, and evaluate the performance of employees to supervisor. Ensure all work adheres to quality standards, deadlines, and proper procedures.

Conoscenze

Program knowledge

Regulatory knowledge

Communication

Budget awareness

Stakeholder management

Analytical thinking

Descrizione del lavoro

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Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana Department of Insurance (IDOI):
The purpose of the Indiana Department of Insurance is to protect Hoosiers as they purchase and use insurance products to keep their assets and their families from loss or harm. Consumers may need assistance with certain claim situations or just help in understanding how their policies work. Our other primary obligation is to monitor the financial solvency of the insurance companies domiciled in Indiana so that the legal promises made in insurance policies are honored. To these ends, our Department staff is committed to providing exceptional customer service for both our consumers and our companies, and to maintain a fair and objective viewpoint as we examine each issue and circumstance within our jurisdiction.

Role Overview:

The Consumer Services Division is part of the Consumer Protection Unit (CPU) for the Department of Insurance. The division acts as the frontline for complaints received from consumers, care providers, companies, and other state and regulatory agencies.

The Consumer Services Director will provide an additional layer of review for compliance, completion, and determination of necessary escalation of a complaint. The Director will be responsible for initial review of cases escalated by the Consultants for supervisory review. The Director will work closely with the Supervising Insurance Examiner to determine when escalation of a case to the Enforcement or Market Conduct divisions is appropriate. Additionally, the Director will represent the Consumer Services Division as a witness for the Department in administrative hearings for escalated cases from the division.

Duties include:

• Establish and monitor CSD's KPIs and actions to achieve them.
• Interpret and explain to Department staff and constituents rules, regulations, and statutes as they pertain to the Department's jurisdiction
• Manage a caseload of complex and multi-faceted complaints by working with all parties involved to ensure statutory compliance.
• Review and prepare complaint summary reports for escalation to the Enforcement or Market Conduct divisions.
• Participate in recruitment, selection, and training of employees to ensure responsibilities and expectations are understood.
• Measure progress, provide ongoing feedback, and evaluate the performance of employees to supervisor. Ensure all work adheres to quality standards, deadlines, and proper procedures.

The salary for this position traditionally starts at$47,320.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

The essential functions of this role are as follows:

• Monitor key performance indicators to ensure program effectiveness.
• Assist in developing, updating, and monitoring all policies and procedures related to the program area.
• Answer customer questions about program policies and procedures.
• Act as technical consultant to stakeholders to clarify and interpret policies and procedures.
• Prepare and disseminate monthly and annual program reports.
• Review the budget and program assets are allocated appropriately.
• Monitor compliance and make recommendations to the program to increase efficiencies.
• Prepare training materials and train agency employees on program requirements and usage.
• Deliver communication plans and communications.
• Serve as a liaison between agency and other state and federal agencies.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

Individuals in this role should minimally be able to articulate or demonstrate the following:

• Working knowledge in program subject matter obtained through experience and/or education.
• Specialized knowledge of program area including pertinent rules and regulations.
• Basic knowledge of all source materials and references including federal and state laws governing the programs.
• Ability to implement new principles and policies and discern any far-reaching implications.
• Ability to communicate effectively.
• The ability to apply general rules to specific problems to produce answers that make sense.
• Ability to work effectively with a wide variety of stakeholders.
• Working knowledge of accounting and budget principles.

A degree is not a standard requirement for this role. However, at least 5+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered. Some positions may include specific education requirements depending on the program scope.

Individuals should have the ability to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b)account (similar to401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
• Combined 180 hours of paid vacation, personal, and sick leave time off
• 12 paid holidays, 14 on election years
• Education Reimbursement Program
• Group life insurance
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parkingfor most positions
• Free LinkedIn Learningaccess

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [e-mail] .