DEPARTMENT OF INSURANCE AND FINANCIAL INSTITUTIONS

100 North 15th Avenue

Phoenix, Arizona 85007

Annual Salary Range: $61,000 - $65,000

Grade: 22

This position will close on May 9, 2025  

Directly supervise a team of investigators in the Enforcement Section of the Arizona Department of Insurance and Financial Institutions (“Department”) and conduct complex investigations into allegations of violations of Arizona laws within the Department's jurisdiction. Supervision - Directly supervise and manage a team of skilled investigators who perform 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. Training - Additionally, the position will provide the necessary training to all existing investigators and develop new training modules for any new investigators.

The position will also research and recommend opportunities for improvement within the Enforcement unit and will work in implementing any new procedures aimed at creating efficiencies in investigations. Investigation - Administrative Service Officer conducts investigations into cases within the Enforcement unit. This involves communicating with interested parties, the ability to research complex issues and analyze, interpret and implement relevant regulations.

Agency Improvement: Actively create and lead meetings and working groups designed to identify, develop and implement improvements to systems, processes and information resources to help the agency perform its duties more efficiently. Actively provide DIFI leadership with suggestions and recommendations for possible improvements to current DIFI processes and restructuring of the current Division organization and task assignments in order to meet all current demands of the job. Find and implement the Division cross-training opportunities for DIFI staff.

• Provides leadership, mentoring, training, motivation, delegation of tasks/workload, management and oversight of the Enforcement Section. Trains and coaches Investigators on all related job and duties. Makes sound decisions related to insurance, financial institutions, financial enterprises, and staff matters on behalf of the section. Manage and supervise with consistency and impartiality. Influence and stimulate the work product of subordinate employees through team leadership techniques. Handle high pressure and frequent work load demands as well as escalated consumer issues and complaints. Assist and direct Investigators in handling complaints and workload by applying investigative and research knowledge of insurance laws and industry products and standards. Applies investigative skills and research knowledge of financial institutions and financial enterprise laws, products, and services

• Attends executive level meetings, participates in multi-disciplinary work teams. Represents the agency at events and facilitates/attends training sessions and public speaking engagements. Attends in-state and out-of-state conferences as a representative of the Department for both insurance and financial institutions related conferences. Completes special projects as assigned by the Director, Deputy Director or Assistant Director

• Establish and manage relations with internal and external officials, managers, stakeholders and representatives. Collaborate and maintain effective working relationships with individuals in positions of all levels. Work independently and produce work products with minimal supervision

• Create reporting reflective of section performance and disseminate information regarding observed business patterns, trends, and behaviors to internal stakeholders. Runs huddle reports and leads huddle meeting for the Enforcement, Innovation and Regulatory Policy Section. Additional duties performed as assigned by Assistant Director, Deputy Director and Agency Head

• 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

• Knowledge of internal processes related to conducting an investigation from assignment to conclusion

• 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 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

• Preference for experience in insurance, financial institutions and financial enterprises

• 4 years of customer service related experience

• Supervisory experience a must

• 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 plus 10 paid holidays per year

• Health and dental insurance

• Retirement plan

• Sick leave

Learn more about the Paid Parental Leave pilot 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 Shawn McConnell at shawn.mcconnell@azdoa.gov