Insurance Consumer Analyst II

Insurance; Pennsylvania; Hybrid; USD 45,000 - 57,000; Full time

Job summary

The North Carolina Department of Insurance seeks an Insurance Consumer Analyst II to investigate and resolve consumer complaints in property and casualty insurance. The role supports regulatory integrity and communicates with consumers, insurers, and attorneys to ensure compliant actions.

You will manage a caseload of varying complexity, review statutes and policy language, and prepare concise regulatory responses. A hybrid/remote work option is available, with routine office presence expected.

Qualifications

• Knowledge, Skills and Abilities/Management Preferences: Property & casualty insurance experience; strong analytical and critical thinking; ability to investigate and resolve complex complaints.
• Excellent written communication for regulatory responses, reports, and correspondence.
• Ability to apply policy language and laws to analyze complaints and determine actions.

Responsibilities

• Investigate, analyze, and resolve consumer complaints in property and casualty insurance.
• Serve as regulatory liaison between the Department and consumers, insurers, and attorneys.
• Document findings clearly and respond with determinations supported by law and policy.
• Manage a caseload of moderate to complex complaints and maintain coordination with teams.

Skills

Property & Casualty insurance

Underwriting

Claims

Policyholder services

Analytical skills

Written communication

Education

Bachelor's degree in business or economics

Job description

Agency Dept of Insurance Division Consumer Assistance Group Job Classification Title Insurance Consumer Analyst II (NS) Position Number 60013526

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

60013509 Insurance Consumer Analyst II – Salary Recruitment Range: $ 45,431- $57,000 Salary Grade: NC11 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

The 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 Preferences

Property & 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 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 two years of experience in insurance underwriting, claims, or policyholder service; or an equivalent combination of training and experience

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.

North Carolina State Government is one of the state’s largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services. Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources’ website. Permanent, temporary, and time‑limited state government jobs can be found from the mountains to the coast.

State Application Resources/Frequently Asked Questions

Valuing Education and Experience The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post‑secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide. All job postings close at 11:59pm the night before the End Date on the posting.