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Complaint Investigator I-iii

4 months ago

Baltimore, United States State of Maryland Full time

**Introduction**:

- This is a Special Appointment position that serves at the pleasure of the appointing authority

**GRADE**:
***_Salary Guidelines Apply**_**

Complaint Investigator I- grade 14 $52,240- $54,161/year, with potential progression to $80,551/year

Complaint Investigator II - grade 15 $55,606- $85,951/year

Complaint Investigator III - grade 16 $59,210- $91,742/year

**LOCATION OF POSITION**:
Baltimore City, Hybrid (between office and telework), or 100% remote

**POSITION DUTIES**:
The MIA is recruiting to fill two (2) Complaint Investigator positions at the I (entry), II (intermediate), or III (full performance) level in the Life and Health Division. These positions investigate consumer complaints concerning life and health insurance issues; and communicate with members of the public in writing and by telephone. The Complaint Investigator conducts an investigation by reading the complaint, identifying the issues, and asking the company written questions. The Complaint Investigator reads and analyzes responses, including insurance policies and documents, applies relevant insurance laws, and recommends a determination of whether the company has violated the law. If there is no violation, the Complaint Investigator explains, to the complainant in writing, the reasons a company did not violate the law. The Complaint Investigator also answers incoming calls from consumers and providers, offering them assistance and directions with their complaints; and assists with hearing preparation if needed.

A successful Complaint Investigator will possess good customer service skills and strong verbal and written communication skills, and will have the ability to read and understand statutes and regulations, pay attention to details, handle fluctuating caseloads, and meet standards for timely handling of complaint files.

**MINIMUM QUALIFICATIONS**:
**_Complaint Investigator I_**_:_**

Education: Bachelor's degree from an accredited four-year college or university.

Experience: None.

Note:

- 1- Four years experience in life/health insurance industry as claims processor, underwriter, and investigator or in a related insurance area can substitute for the minimum requirements as stated above.
- 2- Three (3) years’ experience working within the Maryland Insurance Administration or another State’s insurance regulatory agency in a life/health insurance capacity as an investigator, examiner, enforcement officer, customer service representative or administrative support capacity can be substituted for the education requirements.

**_ Complaint Investigator II_**_:_**

Education: Bachelor's degree from an accredited four-year college or university.

Experience: Two years experience in insurance compliance for a regulatory agency or licensed insurer.

Notes:
1-Four years experience in insurance compliance for a regulatory agency or licensed insurer; or

2-Three years experience in insurance compliance for a regulatory agency or licensed insurer, and passing at least 4 exams offered by LOMA or AHIP; or

3- Bachelor's degree from an accredited four-year college or university and one-year experience in insurance compliance for a regulatory agency or licensed insurer, and passing at least 4 exams offered by LOMA or AHIP; or

4-J.D. degree may substitute for the minimum requirements as stated above.

5- Three (3) years’ experience working within the Maryland Insurance Administration or another State’s insurance regulatory agency in a life/health insurance capacity as an investigator, examiner, enforcement officer, customer service representative or administrative support capacity can be substituted for the education requirements.

**_ Complaint Investigator III_**_:_**

Education: Bachelor’s degree from an accredited college or university.

Experience: Three years of experience in insurance compliance for a regulatory agency or insurer.

Notes:
1- Five (5) years experience in insurance compliance for a regulatory agency or an insurer; or

2- Four (4) years experience in insurance compliance for a regulatory agency or an insurer and passing of 6 LOMA or 6 AHIP examination or a combination of the above; or

2-Bachelor's degree from an accredited four-year college or university and 2 years experience in insurance compliance for a regulatory agency or licensed insurer, and passing at least 4 exams offered by LOMA or AHIP; or

3-Two (2) years experience in insurance compliance for a regulatory agency or an insurer and J.D. degree may substitute for the minimum requirements as stated above.

5- Three (3) years’ experience working within the Maryland Insurance Administration or another State’s insurance regulatory agency in a life/health insurance capacity as an investigator, examiner, enforcement officer, customer service representative or administrative support capacity can be substituted for the education requirements.

**BENEFITS**:
**STATE OF MARYLAND BENEFITS**

**FURTHER INSTRUCTIONS**:
Maryland Insurance