BWC Customer Service Civil Service Exam

BWC Customer Service Civil Service Exam

The Bureau of Workers' Compensation (BWC) periodically hires Customer Service Representatives (CSRs) at our Customer Contact Center location in downtown Columbus. Individuals who are interested in being considered for these positions must pass a civil service examination. Those who pass the examination will be maintained on an eligibility list for one year following the examination and will be given consideration for CSR positions being filled during that period. BWC CSR positions are not announced to the general public. Unless you are currently a BWC employee and member of the OCSEA union, the only way you can be given consideration for these positions is to take and pass the BWC CSR civil service examination. The majority of CSR positions filled by BWC are English-speaking positions; however, bi-lingual (Spanish) positions are also filled.

The BWC Customer Service Representatives are individuals responsible for delivering superior customer service in an inbound Customer Contact Call Center environment. These positions provide personalized service (via telephone/email/live chat/fax) requiring approximately 6 - 7 hours of direct customer phone contact daily. This position is designated as a remote position which allows for the work to be completed in a location other than a BWC office. However, the incumbent of this position must be able to report to a BWC office within a reasonable period of time and on relatively short notice should the need arise. New employee orientation for this position will be in-person and take place at BWC headquarters in Columbus, Ohio. A Civil Service Examination will be administered to applicants who meet the minimum qualifications of the position. This test session will include the standard CSR civil service exam and, for those who indicate they are bi-lingual in their application, a Spanish test component will be administered.

Under general supervision, provides information/assistance to customers in order to resolve inquiries &/or complaints concerning Ohio workers' compensation coverage. Responds verbally (i.e., face-to-face or telephone) &/or in writing (i.e., email, web chat) to inquiries from BWC's employers, third party representatives, accountants, injured workers, managed care organizations, providers, state agencies & general public regarding a multitude of claims issues (e.g., claim status, disability, lump sum payments, travel expenses, wages, medical bills, risk information, changes of address, lost/stolen checks, status of indemnity/medical paid, how to initiate &/or reactivate claim, how to file legal bill payment, how to obtain worker's compensation coverage for new businesses). Provides technical assistance concerning use/navigation of OhioBWC.com and assist callers with OHID creation and trouble-shooting. Explains BWC policies & procedures to customers; establishes binder/applications. maintenance, demographics, supplemental & legal entities, manual classifications, debits/credits & payroll reports &/or various programs (e.g., $15,000 medical only, drug free safety program, group & retro). Researches & explains employer refunds, attorney general balances, payments made to policies &/or dividend credits. Interprets & explains reportable & non-reportable remuneration, officer limitations for reportable payroll & public employer volunteer minimum report amounts for reportable payroll. Processes employer payroll report & takes payments & revises/bill employers security deposits; analyzes & interprets information housed on BWC systems (e.g., website, BWCweb, CoreSuite, Cambridge) to determine appropriate response for customers. Identifies & contacts appropriate resource within BWC if unable to resolve customer issue. Accurately documents (electronically) reason codes for each call handled to allow for statistical analysis on customer inquiries. Identifies & reports customer trends to call center management (e.g., high volume of calls from customers on a specific issue). Handles overflow of telephone inquiries from other BWC telephone numbers. Mails forms &/or information to injured workers, employers &/or providers &/or their representatives. Assists in providing information in response to Ohio Business Gateway inquiries.

Salary: Step 1 Starting Salary Step 2 4 months Hourly $23.65 $24.27 Annual $49,192 $50, 482 Annual wage increases after reaching step 2 After 5 years of employment longevity pay supplement is given Bi-lingual Representatives are paid an additional $1.05/hour supplement At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit our Total Rewards website ! Our benefits package includes: Medical Coverage Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans. Dental, Vision and Basic Life Insurance Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation. Time Away From Work and Work/Life Balance Paid time off, including vacation, personal, and sick leave 11 paid holidays per year Childbirth/Adoption leave Employee Development Funds The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee. Ohio Public Employees Retirement System OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee's salary. Visit the OPERS website for more information. Deferred Compensation The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

Knowledge of Bureau of Workers' Compensation policies, procedures, & programs regarding workers' compensation claims & workers' compensation coverage*; speech &/or oral communications; public relations; addition, subtraction, multiplication, & division of whole numbers, fractions, decimals, & percentages; IRS Publication 525 & the Health Insurance Portability & Accountability Act (i.e., HIPAA)*; Ohio Revised Codes Sections 4121 & 4123*. Skill in operation of personal computer, calculator, &/or keyboard. Ability to gather, collate, & classify information about data, people, or things; apply rules & regulations to specific, occasionally unfamiliar, problems; prepare meaningful, concise, & accurate reports & written responses; maintain accurate records; deal with angry or hostile public. (*) Developed after employment.

Minimum Class Qualifications for Employment: 12 mos. trg. or 12 mos. exp. in public relations or position responsible for receiving & responding to written & verbal public inquiries &/or complaints; formal education in arithmetic that includes addition & subtraction & in reading, writing, & speaking common English vocabulary. Or equivalent of Minimum Class Qualifications for Employment noted above. Please note BWC defines "public relations" as any experience with the general public that involves providing basic customer service.