CONSUMER INSURANCE INVESTIGATOR 1 - 09012026- 80584

Opening Date/Time: 09/01/2026 12:00AM Central Time; Closing Date/Time: 09/14/2026 11:59PM Central Time; Location: Nashville, TN; Department: Commerce and Insurance.

About the role

Under general supervision, is responsible for insurance investigation duties of average difficulty; and performs related work as required. This is the working-level class in the Consumer Insurance Investigator sub-series. An employee in this class may be assigned to a central office or to a district office. An incumbent performs a wide variety of sensitive and complex assignments in investigating complaints and enforcing state laws, primarily for a specific line of insurance. Work involves conducting interviews with company representatives, complainants, policyholders, agents, brokers, and the general public to gather information, resolve complaints and disputes, and terminate illegal or unethical practices. Work is performed with considerable independence and is reviewed by an administrative superior for effectiveness and sound judgment. This class differs from Consumer Insurance Investigator 2 in that an incumbent of the latter is responsible for the operation of a district office and investigates complaints in all lines of insurance.

Responsibilities

• Mediates complaints between the consumer and the insurance company based on information provided through documents and phone interviews with the goal of achieving a mutually acceptable solution.
• Conduct investigations to resolve difficult and sensitive disputes involving company representatives, complainants, policyholders, agents and brokers.
• Respond in a timely manner to all insurance-related inquiries from the general public.
• Evaluate responses in relation to state insurance laws, policy language, rules as well as state and federal regulations.
• Keep knowledge up to date related to changes in laws and regulations.
• Attend training sessions related to system changes in database and other systems utilized.
• Conduct investigations of complaints from policyholders related to insurance violations, unfair trade practices or fraudulent activities by insurance agents or insurance companies, primarily for one line of insurance.
• Generates concise notes related to the complaint file in the complaint database.
• Attains information from complaint form in order to review and interpret information and contact the complainant and respondent.
• Verifies complainant and company information for each complaint resulting in acknowledgement and respondent letters.
• Enters NAIC reason, coverage and disposition codes into the complaint file in the complaint database.

Requirements

Education and Experience: Graduation from an accredited college or university with a bachelor's degree and experience equivalent to three years of full-time professional insurance sales management, claims processing (i.e. examiner, adjuster, adjudicator), or underwriter work. OR Graduation from an accredited college or university with a bachelor's degree and experience equivalent to one year of full-time professional insurance investigative work similar in nature to that performed by Consumer Insurance Investigators with the State of Tennessee. Substitution of Experience for Education: Qualifying full-time professional experience in insurance sales management claims processing, underwriting, or investigative work may be substituted for the required education on a year-for-year basis, to a maximum of four years. Necessary Special Qualifications: None. Examination Method: Education and Experience, 100%, for Preferred Service positions. Driver Standards: A valid driver's license; for the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Skills

• Customer Focus
• Directs Work
• Communicates Effectively
• Instills Trust
• Decision Quality
• Knowledges: Customer and Personal Service, Law and Government, English Language
• Skills: Active Learning and Listening, Time Management, Judgment and Decision Making, Negotiation, Persuasion
• Abilities: Deductive Reasoning, Inductive Reasoning, Written Comprehension, Speech Recognition
• Tools & Equipment: Basic Office Equipment

Pay

Salary (Monthly): $4,057.00; Salary (Annually): $48,684.00

Schedule

Full-Time