Customer Service Representative 2

Arizona Department of Administration • Phoenix, WA

13d • Hybrid

About The Position

The Industrial Commission of Arizona (ICA) is seeking a Customer Service Representative 2 to join their Claims Division/Insurance Section. This role is crucial for ensuring that insurance carriers are notified of new claims by researching the claims database for employer information and insurance coverage. If employer information does not match insurance coverage in the claims database when a claim record is initially received, the insurance carrier or self-insured employer cannot be notified. This position may offer the ability to work remotely within Arizona, based on business needs and performance. The State of Arizona promotes a work culture of flexibility, autonomy, and trust, with many state employees participating in the Remote Work Program.

Requirements

• Basic applicable workers compensation claims management laws, statutes, and case laws.
• Microsoft Office Suite; Word, Excel, Gmail, Google Suite
• Basic English.
• Basic mathematics.
• Using Internet based searching to conduct research.
• Communicating verbally and in writing to resolve disputes with interested parties.
• Analysis of insurance, medical and legal documents.
• Strong critical thinking and analytics.
• Computer usage.
• Time management.
• Initiative and attention to detail.
• Customer service
• Organization and planning skills.
• Producing high quality, nearly error-free output.
• Read and Interpret claim files.
• Conduct research and reach a logical conclusion based on results.
• Manage heavy workload with high level of accuracy and production.
• Learn computer systems and applications.
• Work well within a diverse and inclusive office environment.
• Timely process documents within established productivity standard and prioritizes work within established time frames.
• Manage time effectively and meet deadlines.
• Adapt to changing circumstances.
• Demonstrate initiative and attention to detail.
• Exercise discretion and judgment.
• Works well under pressure.
• Perform job responsibilities incorporating lean management and principles of the Arizona Management System.
• High School Diploma.
• 1+ years of customer service experience and/or workers compensation insurance.
• Must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Responsibilities

• Reviews the claim record in its entirety, and if necessary, also researches the employers using the ICA employer database and the NCCI database to obtain insurance coverage information.
• Assist the public of the ICA building; providing high quality and timely customer service to internal and external customers.
• Participates in Arizona Management System (AMS) and daily Huddleboard.
• Attends staff meetings, seminar, conferences, training classes as needed.

Benefits

• Sick leave
• Vacation with 10 paid holidays per year
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
• Paid Parental Leave pilot program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED