DEPT OF INSURANCE AND FINANCIAL INSTITUTIONS

The Department of Insurance and Financial Institutions licenses, monitors, investigates, examines, and ensures the safety and soundness of, regulated entities. The Department also helps resolve consumer complaints against financial-services and insurance entities; takes action in response to violations of law; encourages competition, innovation, and economic development; collects taxes and assessments that support State government operations; combats auto theft and insurance fraud through public awareness campaigns, and funding for law enforcement and dedicated prosecutors.

Our mission is to help Arizonans receive the benefits and protections to which they are legally entitled by enforcing insurance and financial institutions laws by providing information and assistance and to combat vehicle theft.

Consumer Legal Affairs Officer/Agency Ombudsman

Job Location:

100 N 15th Ave
Phoenix, AZ 85007

*Hybrid/Remote options available

Posting Details:

Salary: $66,000-$69,000 

Grade: 23

Closing Date: 04/27/2026

Job Summary:

The Consumer Legal Affairs Officer, and Agency Ombudsman provides advanced legal, policy, and regulatory guidance to Department leadership and staff on matters involving insurer practices, consumer complaints, and state and federal insurance laws. The position conducts complex legal research, analyzes insurer compliance issues, supports Market Conduct and Consumer Services operations, and assists with drafting and evaluating legislation and policy initiatives.

As the Agency Ombudsman, the incumbent responds to escalated constituent inquiries and complaints, coordinates resolutions, and recommends corrective actions. The role involves direct communications with various stakeholders regarding the resolution of consumer complaints and grievances. The role requires strong analytical skills, sound legal judgment, and the ability to communicate clearly and professionally with consumers, insurers, stakeholders, and government officials. The role also works on drafting Substantive Policy Statements (Regulatory Bulletins) and assists in any follow up pursuant to publishing.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

• Conduct extensive legal research of state and federal laws and related regulations. Research and respond to questions that arise during the examination and consumer complaint process. Analyze consumer complaints to identify areas of insurer non-compliance. Coordinate with the Market Conduct Section to identify trends in consumer complaints and alleged industry violations. Communicate with insurance industry representatives regarding regulatory and legal issues involving insurers' general business practices. Determine the most appropriate way to bring insurers into regulatory compliance and work collaboratively with insurers on an on-going basis until the matter is fully resolved.

• Serve as the DIFI Ombudsman. Respond to inquiries and research requests received from the Governor’s Office, the Legislature, Congressional Offices, dissatisfied constituents, the Attorney General’s Office, and the Director’s Office. Investigate and respond to escalated complaints from the Market Conduct and Consumer Services Division. Receive, investigate and respond to complaints filed against the DIFI. Take appropriate action to resolve the complaint and make corrective action recommendations.

• Communicate, both verbally and in writing, with various parties related to consumer cases and complaints. Handle all elevated consumer complaints and work on solutions directly with consumers and entities under the Department's jurisdiction.

• Review, analyze and comment on proposed legislation and policies relating to existing and potential federal and state laws, rules, and regulations, and potential model laws and guidelines of the National Associatio