CUSTOMER SERVICE REPRESENTATIVE 2

The Industrial Commission of Arizona is an exceptional state agency committed to protecting the life, health, safety, and welfare of employees in Arizona. The Customer Service Representative 2 will research claims databases and provide customer service to internal and external customers.

Responsibilities:

• 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

Requirements:

• Knowledge in basic applicable workers compensation claims management laws, statutes, and case laws
• Knowledge in Microsoft Office Suite; Word, Excel, Gmail, Google Suite
• Knowledge in basic English
• Knowledge in basic mathematics
• Knowledge in using Internet based searching to conduct research
• Skills in communicating verbally and in writing to resolve disputes with interested parties
• Skills in analysis of insurance, medical and legal documents
• Skills in strong critical thinking and analytics
• Skills in computer usage
• Skills in time management
• Skills in initiative and attention to detail
• Skills in customer service
• Skills in organization and planning skills
• Skills in producing high quality, nearly error-free output
• Ability to read and interpret claim files
• Ability to conduct research and reach a logical conclusion based on results
• Ability to manage heavy workload with high level of accuracy and production
• Ability to learn computer systems and applications
• Ability to work well within a diverse and inclusive office environment
• Ability to timely process documents within established productivity standard and prioritizes work within established time frames
• Ability to manage time effectively and meet deadlines
• Ability to adapt to changing circumstances
• Ability to demonstrate initiative and attention to detail
• Ability to exercise discretion and judgment
• Ability to work well under pressure
• Ability to perform job responsibilities incorporating lean management and principles of the Arizona Management System
• High School Diploma
• 1+ years of customer service experience and/or workers compensation insurance