Insurance Operations - Customer Service Representative

Louisiana Workers Compensation Corporation•Baton Rouge, LA

About The Position

Overview Handles administrative support services for PHS, Agency Relations, Audit, and Safety Services. Is responsible for data collection, corrections and manual entry of contacts in CRM system, with concern for accuracy, data integrity and customer experience when communicating with external customers. This position also handles incoming and outgoing mail, including indexing mail for PHS, Agency Relations, and Audit divisions. All tasks are handled under specified turnaround times. Major Areas of Accountability Responsible for handling inbound and outbound departmental mailing Handles regulatory forms, documents, and correspondence according to appropriate policies and procedures. Must be meticulous with regards to the handling of all PHS related certified mail. Handles the daily mailing of cancellation/reinstatement/rescind notices to our insureds and agents Monitors and handles exception reports for the various departments Handles exception reports from the CRM, including calling/e-mailing contacts to verify information. Follows policies and procedures for escalating exception reports Receives, indexes and routes physical and scanned mail through ImageRight by using core systems to correctly identify mail recipients. Will assist CSRs with researching, handling, and responding to unidentified and returned mail. Will assist CSRs with processing policy endorsements Primarily responsible for processing Loss Run and Experience Modifier requests Primarily responsible for receiving and properly handling calls on the company’s main queue Primarily responsible for preparing certified policies as requested by Legal Department Handles Agent of Record Letters from agents and policyholders in accordance with LWCC policy. Handles Safety Services visit assignments, administrative duties, and special projects in their CRM Provides exceptional customer experience when dealing with external customers Sets up online account registration for external customers Responsible for data collection, corrections and manual entry of contacts in CRM system, with concern for accuracy, data integrity and customer experience when communicating with external customers. Acts as a backup to route queue calls to appropriate department or person Handles distribution of daily, weekly and monthly reports for various departments Handles ordering supplies for the department via online system Performs other administrative tasks as assigned in a timely, efficient manner in accordance with company policies and standards. Personality/Working Style Strong character Alignment with company values, mission, and vision Trustworthy and honest Ability to learn and grow in fast-paced environment Strong prioritization skills Concern for quality Able to manage workload effectively Solutions-oriented Excellent prioritization skills Strong oral and written communication skills Critical thinking skills Proactively identifies issues Knows when to ask questions Technical skills Quick learner Ability to learn new systems and processes Strong computer skills - must be proficient in Word and Excel Team player Can-do spirit and roll up sleeves attitude Commitment to the team’s success Ability to cross - train others

Requirements

Strong character
Alignment with company values, mission, and vision
Trustworthy and honest
Ability to learn and grow in fast-paced environment
Strong prioritization skills
Concern for quality
Able to manage workload effectively
Solutions-oriented
Excellent prioritization skills
Strong oral and written communication skills
Critical thinking skills
Proactively identifies issues
Knows when to ask questions
Quick learner
Ability to learn new systems and processes
Strong computer skills - must be proficient in Word and Excel
Team player
Can-do spirit and roll up sleeves attitude
Commitment to the team’s success
Ability to cross - train others
High school diploma or equivalent
Minimum of 2 years administrative experience, preferably in the insurance industry

Responsibilities

Responsible for handling inbound and outbound departmental mailing
Handles regulatory forms, documents, and correspondence according to appropriate policies and procedures.
Must be meticulous with regards to the handling of all PHS related certified mail.
Handles the daily mailing of cancellation/reinstatement/rescind notices to our insureds and agents
Monitors and handles exception reports for the various departments
Handles exception reports from the CRM, including calling/e-mailing contacts to verify information. Follows policies and procedures for escalating exception reports
Receives, indexes and routes physical and scanned mail through ImageRight by using core systems to correctly identify mail recipients.
Assists CSRs with researching, handling, and responding to unidentified and returned mail.
Assists CSRs with processing policy endorsements
Primarily responsible for processing Loss Run and Experience Modifier requests
Primarily responsible for receiving and properly handling calls on the company’s main queue
Primarily responsible for preparing certified policies as requested by Legal Department
Handles Agent of Record Letters from agents and policyholders in accordance with LWCC policy.
Handles Safety Services visit assignments, administrative duties, and special projects in their CRM
Provides exceptional customer experience when dealing with external customers
Sets up online account registration for external customers
Responsible for data collection, corrections and manual entry of contacts in CRM system, with concern for accuracy, data integrity and customer experience when communicating with external customers.
Acts as a backup to route queue calls to appropriate department or person
Handles distribution of daily, weekly and monthly reports for various departments
Handles ordering supplies for the department via online system
Performs other administrative tasks as assigned in a timely, efficient manner in accordance with company policies and standards.