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Executive Secretary - Board of Appeals

Division of Insurance

Boston, MA

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JOB DETAILS
SKILLS
Administrative Management, Administrative Skills, Bond Market, Brokerage, Business Administration, Communication Skills, Computer Systems, Consumer Protection, Consumer Regulations, Diversity, Email Management/Administration, Email Technology, Establish Priorities, Executive Assistant Skills , Genetics, Government, Human Resources, Insurance, Insurance Regulations, Interpret Regulations, Interviewing Skills, Law Enforcement, Leadership, Legal, Licensing, Maintain Compliance, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Organizational Skills, People Management, Performance Metrics, Performance Reviews, Policy Development, Policy Implementation, Problem Solving Skills, Process Management, Productivity Management, Public Administration, Record Keeping, Records Management, Registrar, Regulations, Regulatory Compliance, Regulatory Requirements, Resource Management, Set Goals, Staff Policies, Staff Requirements, State Government, State Laws and Regulations, Statutory Laws, Systems Administration/Management, Technical Consulting, Time Management, Website Management
LOCATION
Boston, MA
POSTED
5 days ago
About the Organization:

The Division of Insurance ("DOI"), an Agency within the Office of Consumer Affairs and Business Regulation, administers the Commonwealth's insurance consumer protection laws through its regulation of the insurance industry. The primary mission of theDivision is to monitor the solvency of its licensees in order to promote a healthy, responsive and willing marketplace for consumers who purchase insurance products. The Division also investigates and responds to consumer inquiries and complaints, enforces state insurance laws and regulations, andprovides the public with accurate and unbiased insurance information. An important aspect of the Division's work is ensuring that the individuals and business entities conducting the business of insurance in Massachusetts do so in a legal and timely manner.

The Division of Insurance is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Division of Insurance values inclusiveness and diversity within their employee and management teams. Within our community we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

The Division of Insurance is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens.

About the Role:

This position serves as the Executive Secretary (Secretary) to the Board of Appeal ("BOA") of Motor Vehicle Policies and Bonds (the board), which is responsible for conducting administrative hearings for appeals of actions, rulings or decisions of the Registrar of Motor Vehicles under M.G.L. c. 26, • 8A and c. 90 , • 28; conducting administrative hearings on insurance cancellation complaints pursuant to M.G.L c. 175 , • 113D; and conducting hearings for at fault accident surcharges under the safe driver insurance plan or merit rating plans filed by insurance companies in accordance with M.G.L. c. 30A and 175E, • 7A. The Secretary reports to the Executive Director of the Board of Appeal or as otherwise directed by the Commissioner of Insurance. The Board falls under the auspices of the Division of Insurance pursuant to M.G.L. c. 26, • 8A, and is comprised of three members: the Commissioner of Insurance or a designee, the Registrar of Motor Vehicles or two Assistant Attorneys general to be designated from time to time by the Attorney General of the Commonwealth. The Board currently has fourteen (14) employees. The Secretary supervises the administrative management of the Board's affairs; serving as professional, technical and administrative consultant to the Board members, giving advice, as needed, and making recommendations on matters related to the administrative hearings. The Executive Secretary is responsible for the overall administrative operations of the Board, including directing the administrative management of the Board's affairs, conducting administrative hearings as needed, modifying and modernizing the ways in which the Board processes and stores its records, interacting with representatives of the Registry of Motor Vehicles and insurance company representatives, and interacting with attorneys representing appellants and members of the public. The Secretary participates in modifying all notices, website updates, and promulgating office policies on the hearing processes. The Secretary is responsible for overseeing the policies for storing the Board's data, as well as document retrieval for appellate matters. The Secretary of the Board is responsible for ensuring adequate staffing and resources for the Board to conduct its business.

Duties and Responsibilities:
  • Manage the administration and operations of the Board: Under the supervision of the Executive Director, the Secretary manages and directs the Boards' staff of fourteen (14), who are responsible for conducting the Board of Appeal's daily business including: docketing appeal hearings, scheduling and conducting virtual hearings, responding to inquiries from members of the public, and writing and issuing appeal decisions. The Secretary is responsible for delegating duties to achieve desired productivity levels, creates and manages employee remedial development plans, if necessary; and implements workflow improvement initiatives. The Secretary compiles and maintains proper administrative records, obtains and maintains appeal data reports and ensures that the overall administrative hearings are scheduled in accordance with statutory and regulatory requirements. The Secretary works with the Executive Director to ensure work is efficiently and effectively performed, and endeavors to fill position vacancies with enthusiastic, experienced, and professional staff.
  • Supervision of Board Staff: The Secretary oversees the work of the BOA administrative staff, co-op interns and hearing officers, to ensure that staff timely and professionally meet appellant's needs. The Secretary evaluates board staff through the Employee Performance Review System.
  • Interact with other public agency representatives: The Secretary interacts with representatives of the Registry of Motor Vehicles, Merit Rating Board and insurance companies, to maintain and build professional relationships, to ensure the insurance carriers and their representatives participate in hearings, and to ensure that all parties comply with the Board's requirements for the appeal hearing process.
  • Carry out Operational Tasks: The Secretary assists in recruiting candidates for position vacancies to ensure a diverse pool of candidates, interviews and selects final candidates for hire, and communicates administrative and other policy information to staff to ensure the Board's compliance with agency and Commonwealth human resource policies.
  • Establish Department Goals, Performance Measures and Internal Controls: Under the supervision of the Executive Director, the Secretary establishes goals and priorities for the operation of the Board of Appeal to ensure compliance with all applicable laws, consumer interests and agency goals.
  • Interface with Various Constituencies: The Secretary serves as the primary point of contact for internal and external constituencies on all matters pertaining to the Board. The Secretary renders verbal and written responses on weekly inquiries of appeal issues from external and internal sources. Such responses may relate to upholding an at fault accident appeal or a Registrar of Motor Vehicles suspension, to rescheduling an appeal, rescheduling or expediting an appeal hearing, and to improving productivity. The inquiries are many and varied.
  • Ensure Compliance by Insurance Companies of Board's Requirements: Ensure insurance companies and their representatives who participate in at fault accident appeal hearings comply with the Board's requirements relative to the appeal process, including but not limited to notifying companies when surcharge points and associated surcharged have not been removed pursuant to a no-fault determination.
  • Carry out other duties, as assigned: The Secretary will work with the Executive Director to make further improvements to the hearing and hybrid work processes.
    • Hearings - the Secretary responds to written and telephone inquiries from consumers, appellants, attorneys and state government representatives, and maintains and appropriately stores records of at-fault accident appeal hearings. The Secretary covers administrative hearings, as needed, to fill in for vacancies due to vacation or sick time.
    • Hiring/Personnel - Assists the Executive Director with assessing departmental staffing needs and coordinates the hiring processes in Mass Careers, including the formulation of interview questions, the selection of interview candidates and the completion of the interview process according to established protocols.
    • Implements internal operational policies in response to department needs.
Preferred Knowledge, Skills, and Abilities:
  • Thorough knowledge of principles and practices of management.
  • Familiarity with the principles of Massachusetts insurance laws and regulations.
  • Ability to communicate in a clear and concise manner both verbally and in writing.
  • Ability to establish and maintain effective working relationships with supervisor, associates, subordinates and other agencies.
  • Ability to complete assignments within strict time frames.
  • Ability to coordinate the efforts of others in accomplishing assigned work objectives.
  • Problem solving (knowing how to define and prioritize problems and decision making).
  • Leadership skills - setting direction for staff and influencing people to follow.
  • Knowing how to build a supportive and effective team.
  • Ability to address performance issues and ability to develop remedial action plans.
  • Ability to learn new computer systems and applications to support agency needs.
  • Internal communications - knowing how to communicate effectively with the Agents, Brokers and Licensing staff, the Commissioner and Senior Staff, as well as other departmental managers within the Division of Insurance.
  • External communications - Ability to communicate and represent the Division of Insurance with the general public including licensees and outside government agencies.
  • Ability to understand and implement complete instructions; to interpret laws, rules and regulations.
  • Ability to learn computer databases.
  • Ability to manage email management systems and other relevant software/applications.
  • Proficiency in Microsoft Office Suite: Expertise in programs like Word, Excel and Outlook is a must.
  • Experience with virtual office tools such as TEAMS or Zoom.
  • Experience interacting with Executive Branch agencies.
  • Experience in a fast-past environment.
  • Experience in public administration in the state level is preferred.

    All applicants should attach a cover letter and resume to their online submission for this position.


Qualifications:
MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

About the Company

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Division of Insurance