Insurance Regulatory Analyst I

Dept of Insurance

Administration

Insurance Regulatory Analyst I (NS)

60013514

NC17

Position Number: 60013514
Salary Recruitment Range: $60,881 - $65,000
Salary Grade: NC17

The posting will close at 11:59 p.m. the night before the closing date. 

This position currently qualifies for a hybrid telework option with routine office and up to one remote workday per week. The NC Department of Insurance trusts our employees to be self-motivated and successful in hybrid/remote roles. Telework options are subject to change at the discretion of management.  

Primary Purpose of the Position

The primary purpose of this position is to provide technical expertise and regulatory oversight within the Agent Services Division of the North Carolina Department of Insurance. The Complaint Analyst researches, analyzes, documents, and responds to complaints and inquiries from insurance companies, licensees, and the public involving insurance-related matters, collection agencies, premium finance companies, and motor clubs. This position evaluates information, interprets applicable North Carolina General Statutes and administrative rules, and determines appropriate responses and corrective actions to ensure compliance with state laws and regulations.

The Complaint Analyst is responsible for investigating potential violations, reviewing supporting documentation, monitoring licensee compliance, and recommending or initiating appropriate regulatory action when necessary. This includes coordinating with licensees, complainants, internal divisions, other state agencies, and the Attorney General’s Office on matters that may result in administrative hearings, voluntary settlement agreements, license suspensions, revocations, or referrals for further investigation. The position also provides technical guidance on complex licensing and regulatory matters, supports division operations and customer service initiatives, and participates in special projects as needed. The successful candidate must exercise independent judgment, maintain accurate case records, communicate findings clearly and professionally, and ensure that complaints and regulatory matters are handled accurately, promptly, and in accordance with established policies, procedures, and performance standards.

Responsibilities include, but are not limited to:

Complaint Handling
• Investigate complaints by gathering relevant facts and applying applicable statutes and rules.
• Communicate promptly with licensees and complainants and provide timely written responses.
• Manage inquiry calls, document case information accurately, and maintain required system entries.

Division Operations
• Deliver high-quality customer service across phone, email, written, and in‑person inquiries.
• Provide accurate information on policies, licensing requirements, statutes, and regulations.
• Meet response-time standards, escalate issues appropriately, and assist with special projects.

Regulatory Actions and Special Cases
• Recommend regulatory actions, prepare case materials, and support administrative hearings.
• Process settlement agreements and disciplinary actions in accordance with required timelines.
• Participate in cross‑divisional projects and complex cases.

Division Support – Licensing & Regulatory Issues
• Respond to complex licensing inquiries from internal and external customers.
• Support task forces and special projects; assist supervisors with quality reviews.

Division Policies & Procedures
• Follow all State, Department, and Division policies, including documentation and reporting requirements.
• Maintain accurate case records, track progress, and ensure proper filing of regulatory actions.
• Adhere to timekeeping, communication, and administrative protocols.

Laeng Lorn

LAENG.LORN@NCDOI.GOV