Consumer Service Specialist (Insurance) PCN 084068

Consumer Service Specialist (Insurance) PCN 084068

Salary

$31.54 Hourly

Location

Anchorage, AK

Job Type

Full Time

Job Number

54784

Department

Commerce, Community, and Economic Development

Division

Insurance

Opening Date

08/19/2026

Closing Date

8/31/2026 5:00 PM Alaska

Division

Insurance

Position Open To

Alaska Residents Only

Bargaining Unit

General Government

Range

16

• Description
• Benefits
• Questions

Job Description

The Division of Insurance is recruiting for a Consumer Service Specialist (Insurance) position located in Anchorage!

This recruitment is open to Alaska residents only.

What you will be doing:

The Consumer Service Specialist position conducts complaint review for all regulated lines of insurance in Alaska to determine if violations of Alaska Insurance law have occurred. The position responds to insurance related questions and concerns by providing applicable referrals and resources to the public. The specialist will also facilitate final level health insurance appeals.

Our organization, mission and culture:

To strengthen competitive insurance markets while protecting Alaskans. The most important function of the Division of Insurance as a regulatory agency is consumer protection, which includes oversight of the financial conditions of insurers. The division participates in drafting insurance laws and regulations and analyzes market data to develop more effective insurance regulation in Alaska.

The benefits of joining our team:

efficiently to support the division's mission of protecting Alaskan consumers. You will be working in a friendly and supportive environment that fosters accountability, cooperation, respect for each other and professionalism. The divisions Consumer Services team section fosters an environment where hard work and determination are noticed and appreciated. The Division encourages advancement within the Division, Department, and State of Alaska. We offer training opportunities, and a comprehensive employee benefits package to include health insurance, retirement and paid holidays.

The working environment you can expect:

Located on the 15th floor of the Atwood Building, you will enjoy a panoramic view of downtown Anchorage, Mt. Susitna AKA Sleeping Lady, and the Knik Arm. Great dining, shopping, the Park Strip, Anchorage Museum and Atwood Concert Hall are all within short walking distance from the office. Covered parking at the Linny Pacillo parking garage is provided free.

When you come to work, you will be walking into a calm and respectful work environment where everyone knows your name.

Who we are looking for:

• Adaptability: adjusts planned work by gathering relevant information and applying critical thinking to address multiple demands and competing priorities in a changing environment.

• Attention to Detail: Is thorough when performing work and conscientious about attending to detail.

• Compliance Inspection: Knowledge of the guidelines, regulations, and procedures associated with compliance inquiries, including application of compliance rules and criteria and ability to make appropriate decisions and issue citations, fines, or orders.

• Information Management: Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems.

• Interpersonal Skills: Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.

Minimum Qualifications

Any combination of education and/or experience that provides the applicant with competencies in

• Analytical Thinking/Problem Solving: uses a logical, systematic, sequential approach to address problems or opportunities or manage a situation by drawing on one's knowledge and experience base and calling on other references and resources as necessary.
• Customer Service: Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.
• Insurance: Knowledge of various types of insurance, insurance regulations, claims processing, examination, adjudication, or adjustment
• Oral and Written Communication: Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral and written presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• Reading Comprehension: Understands and interprets written material, including technical material, rules, regulations, instructions, reports, charts, graphs, or tables; applies what is learned from written material to specific situations.

Equivalent to those typically gained by:

Any combination of preparatory post-secondary education and/or experience in administrative or regulatory law or a related field performing technical research or evaluation of statutes or regulations, experience adjusting claims or reviewing claim determinations which requires the interpretation and application of laws or regulations, providing technical information and/or assistance to individuals, or performing technical review or processing documents or claims.

Special Note:

"Competencies" means a combination of interrelated knowledge, skills, abilities, and behaviors that enable a person to act effectively in a job or situation.

"Typically gained by" means the prevalent, usual method of gaining the competencies expected for entry into the job.

"Training" and "education" in this guidance are synonyms for the process of acquiring knowledge and skills through instruction. It includes instruction through formal and informal methods (such as classroom, on-line, self-study, and on-the-job), from accredited and unaccredited sources, and long-duration (such as a post-secondary degree) and short-duration (such as a seminar) programs.

Additional Required Information

At time of application applicant(s) are requested to submit:

• A copy of academic transcripts (unofficial are okay, please ensure that the institution name/URL is listed on the transcripts) if using to verify that you meet the minimum qualifications.

At time of interview applicant is requested to submit:

• Three (3) professional references that have had supervisory responsibility over you along with their daytime contact phone numbers. (if not already attached to application submission).
• Copies of your three (3) most recent performance evaluations (if not already attached to application submission).

SPECIAL NOTICE

The interview process will include a written assessment to evaluate relevant skills and competencies.

EDUCATION

If post-secondary education is required to meet the minimum qualifications, you must fill in the Education section of the application. If you have not obtained a degree, please indicate the number of units completed. Copies of transcripts are required to verify educational credentials if used to meet the minimum qualifications for a position. Transcripts can be attached at the time of application or provided at the time of interview.

WORK EXPERIENCE

If using work experience not already documented in your application, also provide the employers name, your job title, dates of employment, and whether full-or part-time. Applications will be reviewed to determine if the responses are supported and minimum qualifications are clearly met. If they are not, the applicant may not advance to the interview and selection phase of the recruitment.

NOTICE

Questions regarding the application process can be directed to the Workplace Alaska hotline at 800-587-0430 (toll free) or (907) 465- 4095. If you choose to be contacted by email, please ensure your email address is correct on your application and that the spam filter will permit email from the govermentjobs.com domains. For information on allowing emails from the governmentjobs.com domains, visit the Lost Password Help page located at https://www.governmentjobs.com/OnlineApplication/User/ResetPassword.

EEO STATEMENT

The State of Alaska complies with Title I of the Americans with Disabilities Act (ADA). Individuals with disabilities, who require accommodation, auxiliary aides or services, or alternative communication formats, please call 1-800-587-4095 in Juneau or TTY: Alaska Relay 711 or 1-800-770-8973 or correspond with the Division of Personnel & Labor Relations at: P. O. Box 110201, Juneau, AK 99811-0201. The State of Alaska is an equal opportunity employer.

WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE

Questions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at 1-800-587-0430 (toll free) or (907) 465-4095 if you are located in the Juneau area. Requests for information may also be emailed to recruitment.services@alaska.gov.

Contact Information

For specific information in reference to the position please contact the hiring manager at:

Shauna Nickel, Program Coordinator 2

Phone: 907-269-7914

Fax: 907-269-7910

shauna.nickel@alaska.gov

Careers with the State of Alaska offer MANY benefits

The following information describes typical benefits available to employees of the State of Alaska. Actual benefits received may differ by bargaining unit or branch of government, position type, or be prorated for other than full time work.

For a quick breakdown of the insurance, health, and retirement benefits available for State Employees you can view an orientation video from Division of Retirement and Benefits. (Please note this video is specifically designed for new State Employees.)

Insurance Benefits

• Health insurance, which includes employer contributions toward medical/vision/dental
• The following employee groups are under AlaskaCare Benefits administered by the State: See https://drb.alaska.gov/help/plans.html for additional information.
• AVTEC
• Confidential
• Correctional Officers
• Marine Engineers
• Mt. Edgecumbe Teachers
• Supervisory
• Unlicensed Vessel Personnel/Inland Boatmans Union
• Exempt employees (not covered by collective bargaining)

The following employee groups are covered by Union health trusts. Contact the appropriate Union for additional information.

• General Government
• Labor, Trades and Crafts
• Public Safety Employees Association
• Masters, Mates & Pilots

Employer paid Basic Life insurance with additional coverage available (amount depends on Bargaining Unit)

Optional Insurance Benefits

• Group-based insurance premiums for
• Term life (employee, spouse or qualified same sex partner, and dependents)
• Long-term and short-term disability
• Accidental Death and Dismemberment
• Long-term care (self and eligible family members)
• Supplemental Survivor Benefits

Employee-funded flexible spending accounts for tax savings on eligible health care or dependent care expenses

Retirement Benefits

• Membership in the Public Employees Retirement System (PERS)/Teachers Retirement System (TRS)
• Matching employer contribution into a defined contribution program (new employees)
• Employer contribution into a defined benefit or defined contribution program (current employees)
• Contributions to the Alaska Supplemental Annuity Plan in lieu of contributions to Social Security
• Option to enroll in the Alaska Deferred Compensation Program
• Note: The Defined Contribution Plan, Supplemental Annuity Plan and Deferred Compensation Program offer a variety of investment options

See https://drb.alaska.gov/retiree/ for additional information

Paid Leave & Other Benefits

• Personal leave with an accrual rate increase based on time served
• Twelve (12) paid holidays a year

01

How would you best describe your professional experience and depth of knowledge in the insurance industry, including familiarity with insurance policies, claims handling, and regulations?

• Extensive experience with exemplary knowledge: A deep understanding of insurance policies, claims handling processes, and regulatory requirements, supported by significant professional experience.
• Strong experience with advanced knowledge: A solid understanding of insurance policies, claims processes, and regulations, with substantial hands-on experience.
• Moderate experience with working knowledge: General familiarity with insurance policies, claims handling, and regulations, with some professional exposure.
• Limited experience with basic knowledge: Basic understanding of insurance concepts with minimal practical experience.
• Very limited or no experience: Little to no knowledge of insurance policies, claims handling, or regulations.

02

Which option best describes your professional experience investigating and analyzing large, complex case files and applying relevant statutes, regulations, and criteria?

• Extensive experience: Regularly analyze high-volume, complex case files and independently apply statutes, regulations, and criteria to make determinations.
• Moderate experience: Have analyzed case files and applied statutes/regulations with some supervision.
• Limited experience: Minimal exposure to reviewing case files or applying statutes/regulations or criteria in decision-making.
• No relevant experience: No professional experience investigating case files or applying statutes, regulations, or criteria.

03

Which option best describes your experience managing multiple investigations or projects while ensuring timely completion and consistent follow-ups with stakeholders?

• Extensive experience: Regularly manage multiple complex investigations/projects simultaneously, consistently meet deadlines, and proactively follow up with all stakeholders.
• Moderate experience: Have managed multiple projects/investigations with generally timely completion and periodic stakeholder follow-ups.
• Limited experience: Some experience supporting or coordinating projects, with limited responsibility for timelines or stakeholder communication.
• No relevant experience: No experience managing multiple investigations or projects or conducting stakeholder follow-ups.

04

Which option best describes your experience preparing written communications for different audiences (e.g., general public, colleagues, supervisors)?

• Extensive experience: Regularly prepare clear, tailored written communications for diverse audiences, including external stakeholders and senior leadership.
• Moderate experience: Frequently draft written communications for internal and external audiences with minimal guidance.
• Limited experience: Occasionally prepare written communications, primarily for internal use and with review or supervision.
• No relevant experience: Little to no experience preparing written communications for varied audiences.

05

Which option best describes your professional experience providing customer service, including handling difficult or dissatisfied callers and educating the public?

• Extensive experience: Regularly provides direct customer service, managing difficult or dissatisfied callers professionally, and educating the public on policies, procedures, or services.
• Moderate experience: Have provided customer service and handled challenging interactions with occasional responsibility for public education.
• Limited experience: Some exposure to customer service, with minimal responsibility for handling difficult callers or educating the public.
• No relevant experience: No professional experience providing customer service or handling difficult or dissatisfied callers.

Required Question

Employer State of Alaska

Address PO Box 110201

Juneau, Alaska, 99811

Phone (800) 587-0430 (Statewide toll-free number)

(907) 465-4095 (Juneau and out-of-state callers)

Website http://workplace.alaska.gov/