Customer Service Associate

INDUSTRIAL COMMISSION

Are you ready to work for an exceptional state agency that works to protect the life, health, safety and welfare of the employees in the State of Arizona? Apply with us! The Industrial Commission of Arizona (ICA) is committed to the highest standards of compliance, demonstrating leadership in all areas, and teaching and working with employers and employees to make them successful. A thriving workforce in Arizona is what we strive for and work towards each day.

CUSTOMER SERVICE REPRESENTATIVE 2

Job Location:

Address: Claims Division/ Insurance Section

800 W. Washington Street, Phoenix, 85007

Posting Details:

Salary: $16.40

Grade: 15

Closing Date: Open Until Filled

Job Summary:

The purpose of this position is to research the claims database for employer information and insurance coverage in order to notify insurance carriers of new claims when this situation occurs. If employer's information does not match insurance coverage in the claims database when a claim record is initially received and keyed in to the system, the insurance carrier or self-insured employer cannot be notified of the claim.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

? 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

Knowledge, Skills & Abilities (KSAs):

Knowledge in

? 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.

Skills in:

? 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.

Ability to:

? 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.

Selective Preference(s):

High School Diploma. 1+ years of customer service experience and/or workers compensation insurance.

Pre-Employment Requirements:

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver's License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

The Industrial Commission of Arizona offers a comprehensive benefits package to include:

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

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

You will be eligible to participate in the state employee health/disability insurance plan, and you are required to participate in the Arizona State Retirement System (ASRS). ASRS participation may begin immediately or upon your 27th week of employment. Contributions are matched by the employer.

Contact Us:

If you have any questions please feel free to call View phone number on click.appcast.io or email View email address on click.appcast.io for assistance.