Customer Service Specialist (See Below For Close Date)

• Posting scheduled to close at 5:00pm on 6/28/2023**

At Montana State Fund, serving the businesses of Montana is what we do and it’s who we are. It’s what makes us different. We partner with employers and their employees to care for those injured on the job and we champion a culture of workplace safety for our fellow Montanans.

On the Operations Team, we’re providing an exceptional customer experience across the organization to support policyholders and their representatives. Montana State Fund is looking for motivated professionals to learn through a one-year training period to demonstrate ability for long-term success as a Customer Service Specialist II.

This is an excellent opportunity for those with relevant customer service and business office experience to contribute their professional skillset and talents while working in a collaborative environment with a team of passionate, motivated professionals. If this sounds interesting to you, read on to learn more about this exciting opportunity to join the Montana State Fund team!

About The Job

This one-year trainee position serves as customer service specialist by entering policy applications, audit results, payroll reports, and working with policyholders and their representatives to maintain their workers’ compensation coverage. The incumbent also enters information on first reports of injury and obtains additional information as needed. The incumbent interacts with external resources including, legal and financial representatives, and corporate officers and directors; and interacts with internal resources including underwriting support services staff, legal and financial staff on policy issues. Incumbent must successfully obtain the state of Montana casualty producer licensing requirements and demonstrate ability to successfully perform the essential job functions of the Customer Service Specialist II within 12 months as a Customer Service Specialist I.

What You Will Do

• First Report of Injury (FROI) entry and follow-up activities. (30%)
• Other duties as assigned by direct leader. (10%)
• Performs routine policy enrollment and maintenance services by processing new applications and renewal coverages, reviewing and entering payroll reports, reviewing and entering audits, processing policy cancellation and reinstatement requests, answering billing questions, and acts on customer inquiries in a timely manner. (60%)

Required Skills

Key Activities

• Responds to policyholder and agent inquiries and follows up to obtain and provide information as requested.
• Other duties as determined by direct leader.
• Provide customers with insurance coverage analysis and recommendations for improved or additional coverage. Prepare proposal materials, respond to policy inquiries, and check policies, endorsements, and audits for accuracy.
• Works with policyholders and their agents to provide additional policyholder services, such as a safety visit or to avoid disruptions, such as significant billing changes.
• Follow organization policies and procedures, sales and service standards and established workflows. Ensure quality control through proper file documentation and maintenance. Maintain customer confidentiality.
• Performs routine policy maintenance services including processing applications, reviewing/entering payroll reports, reviewing and entering audits; providing loss runs, reconciling canceled policies, processing cancellation and reinstatement requests, handle billing/invoice questions, and researching and providing loss control information based on policy best practices, MSF Procedures and Guidelines, NCCI Basic manual, and MSF commitment to customer service.
• Enters First Reports of Injury according to guidelines, research discrepancies, and completes all required follow up activities.
• Responsible to log into phones, take customer calls, and respond to their inquiries.

Required Experience

What You Will Need (Minimum Qualifications)

Required

• High school diploma/GED and 3 years business office and customer service experience;

Or

• Associates degree and one year of relevant customer service experience;

Or

• Bachelor’s degree (preferred).

Must

• Be proficient in Microsoft Word and Excel.
• Obtain state of Montana casualty producer license within 90 days of date of employment with a maximum of four (4) test attempts.
• Have basic knowledge of standard office equipment.
• Provide fingerprint for and successfully pass a state and federal background check by the Montana Department of Justice as part of the state of Montana casualty producer licensing process.
• Have skill in using multiple computer screens and serving customers by phone and in person.