Customer Service Specialist 2

State of Washington•Thurston County – Olympia, WA

1d•Onsite

About The Position

The Department of Enterprise Services (DES) provides centralized business services to state government agencies, other public entities, and Washington residents. The DES mission is to strengthen the business of government for a sustainable and just future. The Office of Risk Management (ORM) within DES supports this mission by managing the Self-Insured Liability Account (SILA) to pay for legal liabilities and defense costs associated with the tortious conduct of state officers, employees, and volunteers. ORM is statutorily required to receive and process citizen's tort claims against Washington State, maintain a centralized claims database, and pay approved claims filed against state agencies. This position is part of the Claims Support Unit, which processes all tort and sundry claims using the state's risk management information system, Origami Risk. The Customer Service Specialist 2 (CSS2) serves as the division's first line of contact with constituents, independently resolving complaints, inquiries, and client/customer service problems while maintaining confidentiality. Responsibilities include responding to customer requests for information regarding claims, litigation, and insurance, as well as performing routine clerical tasks such as mail handling, filing, and creating labels and folders. The CSS2 will also perform more complex administrative tasks like assisting with meeting and webinar planning, coordinating office supplies, creating certificates of insurance and invoices, and supporting ORM staff with various administrative projects. This role requires the use of a scanner and Origami to enter and track claims.

Requirements

A total of two (2) years of relevant experience or education.
Relevant experience includes providing assistance to clients/customers regarding inquiries, complaints or problems.
Relevant education includes a high school diploma or associates degree.
Demonstrated action and commitment to implementation and integration of diversity, equity, and inclusion practices to facilitate a respectful and inclusive work environment.
Able to learn and understand the language and concepts of our DES DEI culture and commit to being a part of creating and maintaining a diverse, equitable, respectful and inclusive workplace.
Demonstrate a commitment to growth, learning and self-awareness when provided training and opportunities to participate in improving our work environment.
Participate and behave in a manner that creates trust and builds working relationships, promoting teamwork and collaboration in the work environment.
Demonstrate the understanding that all people are valued; contribute to an equitable, inclusive and respectful environment when working with members of the group, team, organization or community.
Commit to being an active participant in continually evaluating and improving strategies that promote equity and inclusion in our organization.

Nice To Haves

Ability to effectively communicate and deal with the public, especially in stressful situations, and answering specific questions relating to filing tort claims and regarding insurance coverage and policies.
Accept responsibility for a variety of activities without constant direction and supervision, maintain courteous attitude toward public, fellow employees and representatives of other agencies, write and speak clearly and effectively.
Ability to compose, send and respond to electronic mail; utilize email program functions such as calendars and meeting requests; maintain email distribution lists.
Ability to prioritize and perform multiple tasks effectively.
Ability to navigate the Internet to find and download information.
Utilize specialized technical knowledge for: Database, Microsoft Word, Excel, Outlook, scanners, phones, faxes and copiers.
Position requires considerable keyboarding expertise and a good working knowledge of computer applications.
Ability to proofread and edit written material, correcting errors and improving clarity of content.
Ability to prepare correspondence based on current guidelines such as memos and letters, reports, system documentation, merge documents and forms.
Ability to document and update information in written or electronic form to maintain accurate records.
Ability to maintain numerical and/or alphabetical, manual or electronic filing systems.
Ability to use professional phone etiquette.
Possess a strong customer service focus.
Proficient in the use of Microsoft Office Suite and internet skills/experience.
Demonstrated effective communication skills including the ability to communicate clearly, effectively, and understand written and verbal instructions.
Must be able to work independently.

Responsibilities

Resolves client/customer problems by identifying the issues, determining procedural steps necessary to bring resolution, working with program staff to implement resolution, and communicating results to the client/customer.
Acts as liaison.
Answers main phone line and responds to various inquiries.
Assists agency customers (internal and external).
Informs individuals, when appropriate, how to prepare and submit claims or complaints.
Receives in-person visitors and responds to their requests.
Sends professional emails and meeting notices to distribution lists.
Ensures that all new claims and related correspondence have been opened, date-stamped and scanned timely and accurately.
Creates folder for new claims and makes copies of CDs/DVDs/thumb drives.
Opens, sorts, and distributes new incoming mail.
Prints and mails out correspondence and warrants.
Monitors the Risk Management central email account.
Uploads CEI incident reports into Origami Document queue.
Forwards new incoming emails to concerned recipients.
Retrieves faxed claims and uploads them into Origami Document queue.
Analyzes incidents to ensure accuracy and uniformity.
Enters information into Origami.
Processes SAAG invoices and creates payments.
Updates Origami as needed.
Planning, scheduling, setup and organization of large meetings and webinars.
Maintains original files after scanning and properly discards them after 90 days.
Performs routine clerical tasks.