MO Project: Contextual Branding

Consumer Services Specialist II

  • Consumer Services Specialist II
  • What will I be doing?
  • Do I qualify?
  • Can I be successful?
  • Benefits
  • How do I apply?
Class Number: 
Annual Salary Range:
$35,308.00 – $56,092.00
Twice-a-Month Salary Range:
$1,471.00 – $2,338.00
Pay Grade: 

View Class Specification Document


This is 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 or investor-owned utilities, providing consumers with requested information and explanations, and serving as liaison between complainants and insurance carriers or utilities to resolve disputes or claims. Work at this level includes responsibility for handling the more complex and/or sensitive complaints, providing advice and assistance to lower-level Consumer Services Specialists, and may include testifying in legal proceedings and participation in special projects. Work may also include representing the agency at consumer education activities, seminars and speaking engagements. General supervision is received from the Consumer Services Section Supervisor; however, the employee exercises independent judgment in contacts with consumers and insurance companies or utilities.

Job Duties

Provides assistance to the Consumer Services Section Supervisor or Division Director in the resolution of complex or sensitive complaints.

Represents the agency at consumer education activities, seminars and speaking engagements.

Serves on committees and handles special projects as assigned by the Division Director or Consumer Services Section Supervisor.

Provides counseling to targeted populations with specialized insurance needs.

Testifies in legal proceedings on matters relating to complaints, investigations, billing practices and other consumer services issues.

Provides advice and assistance to lower-level Consumer Services Specialists; functions as supervisor in the absence of the Consumer Services Section Supervisor.

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 service; 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.

View Class Specification Document

(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.)

One year of experience as a Consumer Services Specialist I in the Missouri Department of Insurance or the Missouri Public Service Commission.


Two years of professional or technical experience in one or more of the areas listed below; and 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.

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.

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.

View Class Specification Document

Key Skills

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

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

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

Considerable 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 represent the agency, make public presentations and participate in consumer education activities.

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.

View Class Specification Document

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

View benefits

View Class Specification Document