Our agency has an exciting opportunity for a full-timeInsurance Consumer Services (ICS) Bureau Chief. We challenge our team members to excel as individuals and as part of a supportive team. We offer mentorship, education, training, and opportunities for career growth. As a consumer protection agency, we protect Montanans by regulating two of the state's largest industries- securities and insurance. Our mission is to foster a thriving marketplace through education, common sense regulation, and equitable enforcement of the law, ensuring swift accountability for fraudsters and justice for victims. ------------------------------------------------------------------------ Why this Role Matters -/meaningful public service with a direct impact on Montana consumers and the insurance marketplace/ TheInsurance Consumer Services (ICS) Bureau Chiefleads the team thatholds the insurance marketplace accountable and serves as an advocate forMontana insurance policyholders. This senior-level, high-visibilityrole oversees the ICS Bureau, guides a team of compliance professionals, shapes consumer protection strategy, and advises agency leadership on complaint trends and policy needs across Montana's insurance market. The CSIis a small, mission-driven agency that values effective working relationships, initiative, and professionalism, and your work is tangible - you will see the results of your decisions in real-time in the insurance marketplace and in the lives of Montana consumers. As Bureau Chief,your work will help ensure insurance entities comply with Montana law, support fair treatment of policyholders, improve bureau operations, and inform agency strategy with credible complaint and market trend analysis. You will help strengthen public trust by ensuring consumer concerns are addressed professionally, consistently, and in compliance with the law. This position is an in-office position. ------------------------------------------------------------------------ Did we mention the benefits? / / State of Montana benefits, including retirement, health insurance options, paid leave, and predictable hours -/a total compensation package delivering great benefits, financial security, and a retirement you can count on/. Additional benefit package information is locatedhere. State of Montana employment may qualify you to receive student loan forgiveness under the Public Service Loan Forgiveness. Look here to learn more and understand whether or not you may qualify. Effective July 1, 2026, this position may be eligible for a $1 (or 2.5%, whichever amount is greater) statutory increase. ------------------------------------------------------------------------ What you will do Oversee investigation and resolution of complex consumer complaints involving life, health, property, and casualty insurance. Ensure insurers comply with Montana Insurance Code (Title 33, MCA), administrative rules, and federal requirements (e.g., HIPAA, ACA, Medicare, surplus lines laws). Review complex and elevated complaint files for accuracy and quality, provide guidance on complex cases, and ensure consistent interpretation of statutes, rules, and regulations; recommend and support corrective or legal actions for entities that may be out of compliance. Assist in timely resolution of inquiries and complaints received through the direct handling of consumer complaints as needed. Analyze complaint data, identify market trends, and develop reports and policy recommendations for the Commissioner. Support rulemaking and legislative processes and represent CSI in professional forums and consumer outreach. Leadership and people management Lead, coach, and supervise the Insurance Consumer Services Bureau, consisting of at least 7 Compliance Specialists; identify training needs and ensure staff stays current on changes in state and federal law, emerging market issues, and best practices in consumer protection. Guide and direct overall bureau operations to ensure efficient, high-quality, professional service; provide clear plans, direction, and feedback; maintain internal policies, procedures, training, and quality assurance; set priorities and deadlines; and drive continuous improvement in processes and customer service. Communicate effectively with consumers, insurers, other agencies, consumer advocacy groups, and the public to build trust, credibility, and understanding of CSI's role. ------------------------------------------------------------------------ What you bring - knowledge, skills, and abilities Bachelor's degree in business, public administration, or a related field (equivalent combination of education and experience may be considered). Three (3) years of management experience. Four (4) years of insurance compliance experience (all lines strongly preferred) Advanced knowledge of insurance contracts and operations and the ability to interpret and apply Montana statutes, rules, and applicable federal law to make sound final determinations. Proven leadership, communication, and relationship-building skills to build and maintain effective working relationships with staff, industry, other agencies, consumer groups, and the public, while handling confidential and sensitive information appropriately. Strong management skills, including planning, organizing, directing, and controlling programs in alignment with the agency's mission. Experience with medical terminology, provider billing practices, CPT and diagnosticcodes, and HIPAA issues related to insurance claims. Effective supervisory, public speaking, technical writing, analytical, and computer skills; discipline in providing clear, constructive feedback to staff. Ability to work under time constraints with thoroughness and professionalism, including with irritated or distressed consumers. Comfort working across public policy, complaint resolution, data reporting, and interagency collaboration. ------------------------------------------------------------------------ How to apply: If you meet the qualifications listed above and have an interest in protecting Montana consumers, please submit the following: Cover letter Resume * Minimum two (2) professional references /Note:When uploading and submitting your application materials, please mark your attachments as "relevant," or we will not be able to view them./ Applications missing the requested documents will be considered incomplete and will not progress further in the process. Only electronic materials will be accepted. If you need assistance or accommodation, please contact Human Resources. Applicants claiming employment preference are required to provide proper documentation, i.e., Vet Preference (DD214), Disabled Vet document from the U.S. Veterans Administration certifying service-connected disability or Purple Heart medal, disabled (DPHHS Disability Certification), by the closing date. The State of Montana Careers system will generate an email with instructions on how to submit preference documents. The State of Montana has a decentralized human resources (HR) system. Each agency is responsible for its own recruitment and selection. Anyone who requires a reasonable accommodation during the application or hiring process should contact the agency's HR staff, as identified on the job listing, or by dialing the Montana Relay at 711. Montana Job Service Offices also offer services, including assistance with submitting an online application. State government does not discriminate based on race, color, national origin, religion, sex, gender identity, or expression, pregnancy, childbirth or medical conditions related to pregnancy or childbirth, age, physical or mental disability, genetic information, marital status, creed, political beliefs or affiliation, veteran status, military service, retaliation, or any other factor not related to merit and qualifications of an employee or applicant. Title: Insurance Consumer Services Bureau Chief Location: Helena Requisition ID: 26140932
