L&I Customer Service Specialist 2

State of Washington•Thurston County – Tumwater, WA

5d•Hybrid

About The Position

This position is within the Crime Victims Compensation Program. The role involves providing excellent customer service to internal and external customers by answering incoming calls and performing complex clerical support, including mail handling, and Spanish translations. The work deals with crime victims who may have experienced catastrophic, graphic, sensitive, and traumatic events, including physical and/or mental health injuries. Responsibilities include answering questions about program benefits such as medical treatment, wage loss, pension, burial expenses, and counseling for victims and their families.

Requirements

High school diploma or equivalent.
2 years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.
OR 1 year of experience as a Customer Service Specialist 1.
OR Equivalent education/experience.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.

Nice To Haves

The ability to read, write, translate and converse with fluency in both Spanish and English.
If hired as bilingual, must be able to pass a verbal and written assessment.
One year of experience in a fast-paced setting working with insurance claims in the private sector or within Labor & Industries (such as customer service specialist, claims processor, program coordinator, medical bill payer, account manager, office assistant or the equivalent) or in claims/insurance adjusting, claims investigation, paramedical occupation, or related field.

Responsibilities

Answers incoming calls to the Crime Victims Compensation Program and acts as the initial point of contact.
Resolves customer questions and concerns by reviewing claim file information.
Transcribes messages from customers by accurately capturing conversations.
Routes calls and messages to appropriate personnel for further action.
Assists customers with general questions/issues such as claim status, authorizations, payment information, and clarification on documents.
Listens attentively to callers, identifies issues, provides options, and fulfills services.
Exercises knowledge of laws and regulations relative to confidentiality and the Crime Victims Act.
Retrieves and accurately processes voice mail.
Sorts, folds, and ensures all attachments or enclosures are included for outgoing mail.
Mails forms to customers as instructed.
Prepares incoming and outgoing documents for translation services.
Handles and addresses return mail documents by verifying and confirming the correct mailing address with the recipient.