Insurance Consumer Analyst II

State of North Carolina - Insurance; North Carolina; Hybrid; USD 45,000 - 57,000; Full time

Job summary

State of North Carolina - Insurance seeks an Insurance Consumer Analyst II (NS) to conduct professional investigative and analytical work resolving consumer complaints involving property and casualty insurance. You'll serve as a regulatory liaison between the department, insurers, attorneys, and consumers, reviewing complaints and determining appropriate actions.

This role handles a caseload of moderate to complex cases across personal and commercial lines, communicates findings in writing,

Qualifications

• Bachelor's degree in business, economics, or related field with two years of experience in underwriting, claims or policyholder service.
• Strong analytical and critical-thinking skills.
• Excellent written communication for regulatory responses.
• Ability to apply policy language, laws, and regulations to analyze complaints.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Investigate, evaluate, and resolve moderate to complex consumer complaints involving property and casualty insurance.
• Review incoming complaints and insurer responses, identify compliance concerns, and determine required information.
• Communicate findings clearly in writing to complainants, insurers, and stakeholders.
• Monitor broader trends and regulatory issues; support special projects and interdepartmental initiatives.
• Coordinate with legal, enforcement, and market conduct teams; stay current on changes to insurance laws and practices.

Skills

Analytical skills

Written communication

Regulatory knowledge

Time management

Education

Bachelor's degree in business or economics

Two years of relevant experience in underwriting/claims/policyholder service

Job description

AgencyDept of InsuranceDivisionConsumer Assistance GroupJob Classification TitleInsurance Consumer Analyst II (NS)Position Number60013526GradeNC11About UsThe 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 Work60013509 Insurance Consumer Analyst II –Salary Recruitment Range: $ 45,431- $57,000Salary Grade: NC11The 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 managementThe Insurance Analyst II position is responsible for conducting professional investigative and analytical work to resolve consumer complaints involving property and casualty insurance. Serving as a regulatory liaison, the role facilitates communication between the Department of Insurance and consumers, insurers, attorneys, and other stakeholders. Through careful review of complaints and insurer practices, the Analyst ensures that all actions comply with North Carolina laws, administrative rules, and applicable policy provisions, supporting the Department’s mission to uphold fairness and regulatory integrity within the insurance marketplace. A central function of the position is independently managing a caseload of moderate to complex complaints involving a wide range of property and casualty insurance products, including personal and commercial property, commercial liability, travel, and pet insurance. The Analyst reviews incoming complaints, identifies possible compliance concerns, and determines what additional information or documentation is needed. This may require researching pertinent statutes, administrative codes, policy language, and regulatory guidance. Throughout each investigation, the Analyst communicates regularly with complainants, insurers, and other involved parties, evaluates insurer responses, and issues determinations supported by law and policy. Clear, accurate, and thorough documentation is essential, as is the ability to explain regulatory findings in concise written correspondence.In addition to case-specific responsibilities, the Insurance Analyst II plays an important role in monitoring broader trends and regulatory issues. By reviewing complaint outcomes and insurer conduct, the Analyst helps identify recurring violations or systemic concerns. The position also supports special projects, participates in interdepartmental meetings, and coordinates with legal, enforcement, and market conduct teams when necessary. Staying current on changes to insurance laws, regulations, and industry practices is an ongoing expectation, ensuring that the Analyst can effectively protect consumers and promote compliance across the insurance industry.Knowledge Skills and Abilities/Management PreferencesProperty & Casualty insurance experience required, including underwriting, claims, policyholder services, or an equivalent combination of education and experience.Strong analytical and critical-thinking skills with the ability to investigate, evaluate, and resolve complex consumer complaints.Excellent written communication skills, including the ability to prepare clear, concise, and professional correspondence, reports, and regulatory responses.Ability to apply insurance policy language, applicable laws, regulations, and industry standards to analyze and resolve consumer complaints.Strong organizational skills with the ability to manage multiple priorities, maintain attention to detail, and meet deadlines in a fast-paced environment.Minimum Education and ExperienceSome 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 two years of experience in insurance underwriting, claims, or policyholder service; or an equivalent combination of training and experienceEEO StatementT he 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:Gretchen Marie SenezRecruiter Email:[e-mail]