ARIZONA DEPARTMENT OF INSURANCE AND FINANCIAL INSTITUTIONS

100 North 15th Avenue

Phoenix, Arizona 85007

Annual Salary Range: $60,000 - $70,000

Grade: 22

This position will remain open until business needs are met  

The Administrative Enforcement Section (“AES”) carries out the Arizona Department of Insurance and Financial Institutions' (the “Department”) investigative and enforcement functions.The Department's regulated community engages in a wide variety of services that relate to Arizona consumers' day-to-day lives.

The AES performs a great public service by protecting Arizona's consumers from bad actors, while justly enforcing Arizona's laws against any regulated or unauthorized individual or entity that engages in prohibited conduct.

• The Administrative Services Officer may participate in administrative proceedings before the Office of Administrative Hearings relating to their investigation. This will include preparation with the Department's attorney, an in-depth review of relevant documents, and appearing as a witness on the Department's behalf in administrative or judicial proceedings. Cases assigned to the Administrative Services Officer will be more complex in nature, requiring knowledge of the process and sound recommendations on potential solutions

• Completes special projects as assigned by the Director, Deputy Director or Assistant Director. Create reporting reflective of section performance and disseminate information regarding observed business patterns, trends, and behaviors to internal stakeholders. Generate huddle reports and leads huddle meetings for the AES

• Supervision - The Administrative Services Officer directly supervises and manages a team of skilled investigators who conduct in-depth investigations to substantiate possible rule or law violations. This involves monitoring investigators' metrics and assessment of their performance against the Department's standards and procedures. The Administrative Services Officer further assists investigators by conducting trainings, assessing internal policies and individually working with each investigator on how to best conduct their investigations

• Training - The position will provide the necessary training to the current investigators and develop new training modules for any new investigators. The Administrative Services Officer will also research and recommend opportunities for improvement within the Enforcement unit and will work on implementing any new procedures aimed at creating efficiencies in investigations and find and implement the Division cross-training opportunities for the investigators

• Investigation - The Administrative Services Officer will perform complex investigations to gather relevant information in order to determine whether an individual, organization or institution has engaged in violation of applicable laws and regulations. The investigation process may vary based on the complexity of the case and include, but not be limited to, analyzing all gathered evidence, issuing subpoenas to obtain additional information, researching relevant databases and complex matters, and drafting disposition reports upon completion of the investigation. To complete a complex investigation, the Administrative Services Officer must possess the ability to critically analyze insurance and financial documents, efficiently use Internet-based resources and databases, as well as proficiently document and keep track of the case's development

• Leadership - The Administrative Services Officer provides leadership, mentoring, training, motivation, delegation of tasks/workload, management and oversight of the AES investigations. Trains and coaches investigators on all related duties and responsibilities. Makes sound decisions related to investigations and staff matters on behalf of the AES. Supervises with consistency and impartiality. Influences and stimulates the work product of subordinate employees through team leadership techniques. Handles high pressure and frequent workload demands as well as escalated consumer issues and complaints. Assists and directs investigators in handling complaints and workload by applying investigative and research knowledge of insurance, financial institutions, and financial enterprises laws and industry products and standards. Ensures investigators meet the Department's performance metrics and documents each investigator's performance periodically

• Other duties as assigned as related to the position

Knowledge:

• Knowledge of Arizona Revised Statues, Title 20, Title 6, Title 32 and Title 44, and Arizona Administrative Code, Title 20, Chapter 6, to determine the Department's jurisdiction upon receipt and assignment of a complaint

• Knowledge of other administrative, civil and criminal statutes most commonly violated in connection with unlawful insurance-related transactions to assist in determining the most appropriate division or agency to handle the complaint

• Knowledge and prior use of computer software such as Gmail, Google Docs, Google Sheets, Microsoft Word (word processing), Microsoft Excel (spreadsheets), and Microsoft Access (database)

• Knowledge of general investigation techniques, including the use of subpoenas, and conducting under-oath examinations and or interviews

• Knowledge of supervisory principles and practices as well as State personnel policy necessary to supervise subordinate personnel

• Knowledge and experience in insurance or financial institutions related laws, rules and regulations is preferred but not required

• Knowledge of insurance terminology, as well as insurance-related products and entities regulated by the Department

• Professional correspondence formats and grammar usage in written and verbal communications

• Knowledge and prior use of publicly accessible investigation and research websites and tools

• General knowledge of insurance terms, concepts and generally accepted industry practices

• Knowledge of internal processes related to investigating from assignment to conclusion

• Knowledge of computerized word-processing, spreadsheet, and database

Skills:
• Skills in planning, organizing, coordinating, and establishing priorities for a varied workload, developing effective investigative plans, and conducting relevant research

• Demonstrated skills in applying reason and sound judgment to the review, decisions, and recommendations on significant complexity and difficulty issues

• Critical thinking relating to complex factual scenarios and applicability to various laws and regulations

• Skills using judgment to adapt to changing conversational dynamics

• Skills in concurrently managing multiple responsibilities and tasks

• Skills in applying laws, rules, and statutes to applicable scenarios

• Skills in handling challenging communication scenarios

Ability:

• Ability to maintain cooperative and professional working relationships with law enforcement agencies, government officials, the judicial system, and the general public

• Ability to research and analyze agency and public records/data applicable to the effective investigation of complaints and apply the results of said research and analysis to the effective prosecution of the Respondent(s) at administrative hearings

• Ability to communicate effectively and professionally and prepare written documents, using proper English, spelling, grammar, and vocabulary 

• Ability to interpret and apply statutes and rules governing the practice of insurance in Arizona to complaints received by the Department

• Ability to train subordinate staff on casework assignments, investigative techniques, and courtroom procedures

• Ability to work independently and as part of a team and motivate others to perform their job duties

• Ability to communicate program goals and Department policy and procedures to subordinate staff

• Ability to supervise subordinate investigators in conducting compliance investigations

• Ability to conduct interviews and to testify in a court setting

• Ability to operate various standard business machines

• Ability to read and interpret legal contracts

• Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)

• Requires possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

The State of Arizona offers a comprehensive benefits package to include:

• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

• Life insurance and long-term disability insurance

• Vacation with 10 paid holidays per year

• Health and dental insurance

• Retirement plan

• Sick leave

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

• Positions in this classification participate in the Arizona State Retirement System (ASRS)

• Note that enrollment eligibility will become effective after 27 weeks of employment

• If you have any questions please feel free to contact Ana Starcevic at ana.starcevic@difi.az.gov for assistance