TDI - Insurance Specialist I

Insurance Specialist I

This position performs entry level insurance work providing information to consumers and industry via the agency Consumer Help Line, answering inbound email inquiries, and coordinating consumer complaint files. Work involves being online to answer insurance-related questions or processing requests for publications and analyzing complaints against insurance entities to assure that all possible violations of the Texas Insurance Code, and/or Texas Administrative Code are addressed. Procedures for answering phone calls, responding to email inquiries, and complaint processing are to be consistently followed; and all performance measure requirements are completed appropriately. Works under close supervision with minimal latitude for the use of initiative and independent judgment.

This position:

• Answer incoming calls on the Consumer Helpline.
• Direct consumers to agency website for forms such as complaints, appeals, mediation, arbitration, etc. and provide information with instructions and procedures for submitting forms to TDI.
• Provide guidance and education regarding consumer protections and rights as defined by the Texas Insurance Code and Texas Administrative Code.
• Coordinate with Complaint Resolution staff to help consumers with insurance complaints.
• Provides cross-training & backup support in areas of expert knowledge, including observation and job shadowing for continuous staff development.
• Performs other duties as assigned.

Qualifications:

This position requires:

• 30 credit hours from an accredited college or university with major coursework in insurance or business administration.
• Additionally, this position requires six months in technical insurance or in a field relative to assignment. Education and experience relevant to position requirements may be substituted for one another on a year-for-year basis.

This position requires demonstrated knowledge of:

• State laws, rules, procedures, and regulations relevant to job requirements.
• A personal computer and Microsoft Word, Access, and Excel.
• Agent Licensing procedures, policies, and processes.
• Insurance principles and practices.
• Laws and statutes regarding consumer protections, insurance policy requirements and prohibitions, underwriting principles, and licensing requirements.

This position requires demonstrated skill in:

• Problem solving and critical thinking.
• Using Microsoft Office software applications, including Word, Excel, Outlook, and SharePoint.
• Using personal computers sufficient to enter and extract data from related systems and programs such as Centralized Accounting Payroll and Personnel (CAPPS) and other systems required to perform the job.
• Communicating and working effectively with all levels of employees and the public.
• Use of SharePoint, OneNote, Microsoft Office, and standard office equipment.

This position requires the demonstrated ability to:

• Communicate and work effectively with a wide range of people with varied skills, knowledge, and backgrounds.
• Maintain the confidentiality of sensitive information.
• Analyze and solve work-related problems and work independently on a variety of administrative work and technical assignments.
• Manage and coordinate multiple tasks and priorities to meet necessary deadlines.
• Work both independently and as a team player.
• Comprehend and apply rules and statutes including the Texas Insurance Code, Texas Administrative Code, and related laws.
• Draft clear and concise letters.
• Apply critical thinking to evaluate, analyze and interpret information.
• Analyze correspondence and filings to extract pertinent information.
• Represent the agency to licensees, consumers, insurance representatives, legislators, and others in a professional and courteous manner.
• Discern matters of a confidential nature.