Salary: $6,324.00 - $8,217.00 Monthly
Location : Denver, CO
Job Type: Full Time
Job Number: SFA-4085-9/2026
Department: Department of Regulatory Agencies
Division: Division of Insurance
Opening Date: 09/15/2026
Closing Date: 9/25/2026 11:59 PM Mountain
FLSA: Determined by Position
Type of Announcement: This position is open only to Colorado state residents.
Primary Physical Work Address: 1560 Broadway, Denver, CO 80202
Department Contact Information: Only online applications will be accepted for this position.
How To Apply: Please submit an online application for this position at https://www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed.

Hybrid Workplace Arrangement:

Although this position will be designated under the department's hybrid workplace program, it will still be required to report to the department office on a scheduled basis and at the discretion of the supervisor, based on business needs.

This announcement may be used to fill multiple vacancies.

Description of Job
The Colorado Division of Insurance (DOI) regulates the insurance industry in Colorado. The DOI helps consumers by answering their questions, investigating their complaints, and helping them to understand their insurance. DOI regulates and monitors the insurance companies in Colorado and insurance agents to ensure everyone follows the law.

The Property Casualty & Title (PC&T) Consumer Services section exists to regulate the insurance industry trade practices and addresses consumer inquiries and complaints. In this context, the "consumer" includes attorneys, health care providers, legislators, service providers, civic groups, company employees, and the general public.

Position: SFA 4085

This position exists to provide support to the Property Casualty & Title (PC&T) Consumer Services section, which enforces Colorado insurance statutes and regulations by acting as an ombudsman for Colorado consumers to resolve complex insurance complaints, inquiries, and disputes. This position independently reviews and investigates escalated cases involving claims handling, policy interpretation, coverage disputes, and potential violations of Colorado insurance statutes and regulations, applying advanced knowledge of Colorado insurance laws and industry practices to determine appropriate resolutions, including further review by the PC&T Consumer Services Director. This position is the first point of contact when escalation is requested by other analysts or directly by consumers. This position provides technical guidance, training, mentoring, and quality review to other analysts on the team, helps establish consistent case handling standards through quality checks/audits, and identifies patterns of consumer harm or market conduct that may warrant referral for further administrative action. In addition, this position supports the PC&T Consumer Services Director in workflow coordination, performance monitoring, ensures proper telephone coverage, manages workload and immediate staffing needs, and participates in meetings with or on behalf of the PC&T Consumer Services Director.

Duties include, but are not limited to:

• Investigating complex written complaints filed by Colorado consumers involving all types of PC&T insurance, including homeowners, private passenger automobile, commercial, workers' compensation rate complaints and title complaints;
• Analyzing and detecting problems or violations of insurance law, regulations and/or policy contract provisions by investigating the allegations presented in a complaint;
• Facilitating practical resolutions for assigned complaints and assisting team members with the investigation and resolution of their assigned complaints;
• Reviewing policy contracts, insurer communication, Colorado insurance law, regulations, and bulletins;
• Detecting patterns of problems or violations of insurance laws or policy contract provisions by analyzing complaint data and working directly with team members;
• Developing appropriate processes, workflows, and quality assurance measures that maximize execution of the work unit responsibilities and that comply with Division standards and regulatory obligations;
• Training subordinate team members and their work proficiency; developing staff by modeling respectful team and consumer interactions, and by coaching team members on performance;
• Conducting timely and thorough research to assist the supervisor in the analysis of proposed legislation;
• Assisting the supervisor in the completion of fiscal notes; assisting the supervisor in developing implementation plans for new Colorado insurance laws;
• Assisting the supervisor in drafting new or amending current Colorado insurance regulations and bulletins, including researching the NAIC model laws and regulations, attorney general opinions, specific court decisions, Colorado Revised Statutes, existing DOI regulations and bulletins, and accessing the division's data through reports.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
MINIMUM QUALIFICATIONS (MQs):

There are two ways to qualify for this position: 1) Experience OR 2) A Combination of Education and Experience
Option 1: Experience

• Eight (8) years of professional* property and casualty insurance work experience in the insurance industry and/or in a regulatory environment, which must include all of the following:
  • Experience in insurance operations, regulatory compliance, or consumer complaint resolution, including direct handling of claim, coverage, or policy disputes;
  • Experience communicating with consumers, insurers, and internal stakeholders through clear written correspondence and verbal explanation of findings and resolutions;
  • Utilizing computer systems, software, and databases to perform insurance-related analysis;
  • Experience managing a complaint and/or investigative workload in a complex and high-volume workplace environment.
• Of the eight (8) years of professional* work experience, at least one (1) year must include leading teams, including distributing and assigning work, ensuring timeliness, and auditing for accuracy of work performed, and being accountable for the work product of other team members.

Option 2: A Combination of Education AND Experience

• Associate's Degree and Experience: Graduation from an accredited college or university with an associate's degree in psychology, sociology, business administration, business management, public administration, communications, or in a field of study related to the work assignment; AND
• Six (6) years of professional* property and casualty insurance work experience in the insurance industry and/or in a regulatory environment, which must include all of the following:
  • Experience in insurance operations, regulatory compliance, or consumer complaint resolution, including direct handling of claim, coverage, or policy disputes;
  • Experience communicating with consumers, insurers, and internal stakeholders through clear written correspondence and verbal explanation of findings and resolutions;
  • Utilizing computer systems, software, and databases to perform insurance-related analysis;
  • Experience managing a complaint and/or investigative workload in a complex and high-volume workplace environment.
• Of the six (6) years of professional* work experience, at least one (1) year must include leading teams, including distributing and assigning work, ensuring timeliness, and auditing for accuracy of work performed, and being accountable for the work product of other team members.

OR

• Bachelor's Degree and Experience: Graduation from an accredited college or university with a bachelor's degree in psychology, sociology, business administration, business management, public administration, communications, or a field of study related to the work assignment; AND
• Four (4) years of professional* property and casualty insurance work experience in the insurance industry and/or in a regulatory environment, which must include all of the following:
  • Experience in insurance operations, regulatory compliance, or consumer complaint resolution, including direct handling of claim, coverage, or policy disputes;
  • Experience communicating with consumers, insurers, and internal stakeholders through clear written correspondence and verbal explanation of findings and resolutions;
  • Utilizing computer systems, software, and databases to perform insurance-related analysis;
  • Experience managing a complaint and/or investigative workload in a complex and high-volume workplace environment.
• Of the four (4) years of professional* work experience, at least one (1) year must include leading teams, including distributing and assigning work, ensuring timeliness, and auditing for accuracy of work performed, and being accountable for the work product of other team members.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part time experience will be prorated.
SUBSTITUTIONS:

• Partial credit toward the degree requirement will be given for completed college/university coursework that did not result in a degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the bachelor's degree requirement.

*Professional work involves exercising discretion, analytical skill, judgment and personal accountability and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is: uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods.
Preferred Qualifications:

• Demonstrated experience reading, interpreting, and communicating Colorado insurance statutes and regulations;
• Demonstrated experience providing guidance, training, mentoring to employees, driving work, and conducting quality assurance checks of work completed within a work unit;
• Experience interpreting and applying state insurance statutes and regulations to investigate and resolve complex consumer cases;
• Demonstrated experience investigating complex insurance matters (such as complaints) which involve diverse stakeholders;
• Demonstrated experience working with Crystal reporting software;
• Demonstrated experience in reviewing data, writing reports, and/or using data in reports;
• Bilingual in Spanish (speaking with clients for consumer complaints).

Required Competencies: The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview):

• Demonstrated written communication skills, including the ability to convey information to various stakeholders in a clear, accurate, and concise written manner;
• Demonstrated verbal communication skills, including the ability to effectively convey information to audiences in a concise manner;
• Demonstrated attention to detail;
• Demonstrated critical thinking and analytical skills, including having the ability to evaluate information to apply knowledge and to decide on the most appropriate course of action;
• Sound judgment and the confidence to make decisions on a routine basis;
• Demonstrated problem-solving skills, including the ability to review and analyze information to find solutions;
• Customer service skills, including the ability to project empathy and compassion, maintain communications, and work diplomatically with