Consumer Services Specialist I

  • Consumer Services Specialist I
  • What will I be doing?
  • Do I qualify?
  • Can I be successful?
  • Benefits
  • How do I apply?
Class Number: 
7585
Annual Salary Range:
$30,576.00 – $42,780.00
Twice-a-Month Salary Range:
$1,274.00 – $1,782.50
Pay Grade: 
A18

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Definition

This is entry-level professional work in the Department of Insurance or the Missouri Public Service Commission responding to inquiries and complaints from the general public.

An employee in this class is responsible for receiving, analyzing, investigating and resolving complaints filed by consumers against insurance companies, health services corporations, health maintenance organizations, third party administrators, utilization review firms or against investor-owned electric, gas, telephone, water and sewer utilities. Work involves providing consumers with requested information and explanations, preparing complaint forms and serving as liaison between complainants and insurance carriers or utilities to resolve disputes or claims. General supervision is received from a Consumer Services Supervisor; however, the employee exercises judgment in routine contacts with consumers and insurance companies

Job Duties

Provides advice to consumers regarding insurance laws and regulations, types of policies and products available, or regarding utility laws, regulations and tariffs.

Investigates and responds to consumer inquiries and complaints regarding insurance claims procedures, policy provisions, settlement offers, claim denials, or regarding utility tariffs, billing practices and services; enters complaint information into computer system.

Refers complaints involving suspected insurance agent fraud to investigative staff; assists in gathering evidence of unacceptable agent practices, as necessary.

Reviews and analyzes data to determine validity of complaints and to ensure insurance company compliance with contract requirements, state insurance laws, rules and regulations, or to ensure utility company compliance with tariffs, state laws, rules and regulations; refers cases of non-compliance to legal staff with recommendations for action or sanctions.

Requests documentation, information and assistance from insurance companies or utilities; serves as liaison and attempts to resolve disputes between complainants and insurance carriers or utilities.

Maintains records of the investigation and resolution of consumer complaints and inquiries.

Performs other related work as assigned.

Areas of Interest: 
Business Services; College Graduates

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(The following minimum qualifications will determine merit system eligibility and may be used to evaluate applicants for Missouri Uniform Classification and Pay System positions not requiring selection from merit registers.)

Graduation from an accredited four-year college or university with specialization in insurance, risk management, business or public administration, social sciences or closely related areas.

OR

Four years of professional or technical experience in insurance, investigations or public relations, of which two years must have been in one or more of the areas listed below; and possession of a high school diploma or proof of high school equivalency.

Special Qualifying Experience

1. Experience in insurance underwriting, contract development, claims adjusting, agency management, sales, or in processing insurance claims in a hospital, medical office, insurance company or closely related insurance experience.

2. Experience in a utility company which involved bill preparation and/or processing.

3. Experience in insurance or utility complaint investigations, civil or criminal investigations, or comparable investigatory experience.

4. Experience in processing consumer complaints in a public or private setting.

OR

Four years of clerical experience above the entry-level (II-level or above) in the Missouri Department of Insurance and/or the Missouri Public Service Commission, of which two years must have involved the processing of consumer complaints or investigations.

Please note that documentation that supports your eligibility (i.e. transcripts, employment records, etc.) may be required at any time during the application and hiring process. If you do not possess the minimum qualifications, please consider one of many other employment opportunities with the State of Missouri.

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Key Skills

Do you possess the key skills which are considered essential for successful employment in this classification?

Working knowledge of insurance and/or utility industry practices, terminology, tariffs, claims processing and complaint procedures.

Working knowledge of state laws, rules and regulations, and court decisions affecting the insurance or utility industries.

Working knowledge of all lines of insurance and types of policies and products offered to Missouri consumers.

Ability to interpret and explain insurance company or utility policies and practices.

Ability to communicate effectively and to prepare clear and concise reports.

Ability to analyze facts and present logical solutions to problems.

Ability to establish and maintain effective working relationships with other employees, consumers, insurance company or utility representatives, state officials and the general public.

Ability to operate a computer terminal and dictation equipment.

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The following link will provide you with general information about State of Missouri employee benefits.

View benefits

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