Job Title: Customer Service Specialist - Classification
Job Number: 17-005
Location: Boca Raton, FL
At NCCI Holdings, Inc., we realize our greatest asset is our team of more than 900 professionals working together every day to make our company the leading provider of workers compensation insurance data and research information. Read on to learn about the requirements for this opening.
Position salary: Starting at $37,000 plus 7% annual performance bonus potential
Must be able to work varying shifts between 8:00 a.m. - 8:00 p.m. Monday through Friday
Job Purpose: Under minimal supervision, performs analytical research, using filed and approved regulatory manuals (e.g. Basic Manual, Assigned Risk Supplement) to provide advice on proper classification of businesses and the associated rules that support the classification process, as well as facilitating self-service opportunities and ongoing customer education.
Customer inquiries are received and responded to via phone, email and fax.
Major Duties: Fields inquiries from both carriers and agents for over 600 classifications across 39 states. For each unique customer inquiry, provides the appropriate classification(s) to describe the nature of the business and educates customers on the logic that was used to arrive at that response. Requires adaptation of internal processes based on customer specific requests and/or extensive research of multiple on-line systems.
Utilizing extensive knowledge of our organization’s products and services, makes customer recommendations that facilitate self-service opportunities and ongoing customer education. Leads or participates in department projects and initiatives (e.g., research and revise department procedures, participate in process improvement and systems enhancement projects by recommending process and system changes and assisting with testing). Assists with training (e.g., on the job trainer for new hires and develops and conducts presentations in staff, and department meetings).
Required Education, Experience & Skills: • Associate’s degree and 3 years’ experience in an analytical customer service position in industries such as insurance, finance, banking or other industries with transferrable skills (Candidates may qualify with a higher degree in lieu of experience)
• Excellent written and verbal communication skills
• Excellent listening and probing ability with the ability to interpret and clarify information being provided by customers
• Strong analytical, Interpersonal, and decision-making skills
• Strong organizational, research and PC, and multi-tasking skills
• Ability to work independently while possessing excellent judgment
Preferred Education, Experience and Skills: • Bachelor’s degree
• General understanding of worker’s compensation insurance or insurance industry experience
• Industry Specific Coursework or Industry Designations such as AIS, AU or CPCU
Keywords: insurance, banking, medical billing, mortgage processing, mortgage, customer service, customer support, insurance support, financial services
As key contributors to our success, our team members enjoy working in a casual, collaborative environment that offers state-of-the-art resources, advanced technologies, and a superior benefits package.
We require a drug screen and background check.
EEO/ Smoke Free environment