NATIONAL OPERATIONS / CUSTOMER SERVICE SPECIALIST
SUMMARY: If you are a smart and positive professional, NORCAL Group wants you to join our National Operations team! You can thrive at NORCAL, providing high level customer service via telephone and written correspondence to our physician insureds and producer partners. We want you to succeed in this role and want to provide you with a career path at NORCAL through training and opportunities as our department continues to grow. We offer employees opportunities to become licensed, 4 weeks of paid time off, a 401 (k) match program and health benefits that start on your first day!
The National Operations Specialist will report to the National Operations Supervisor and will work with other team members to achieve department and corporate goals and objectives.
Please note: This position will assume the late shift, from 11:30 am
Individual must be able to perform each essential duty satisfactorily. The essential functions listed below are representative of the knowledge, skill, and/or ability required with or without reasonable accommodation.
Respond to internal and external calls and email correspondence inquiries in a prompt, accurate and professional manner.
Provide a high level of customer service in a timely manner by responding to all customer telephone and email inquiries involving complex and sensitive insurance coverage, premium calculation, and billing issues.
Independently research, analyze and resolve customer issues within authority. This includes working with Underwriters to ensure effective risk analysis to evaluate coverage and policy changes.
Perform data entry into our proprietary policy administration system and other electronic files/databases, as well as completing file documentation.
Educate policyholders and physicians in understanding the terms and conditions of their coverage and effects of requested policy changes.
Escalate issues to appropriate parties, whether Underwriting, Claims, Billing, or management.
Educate policyholders and applicants regarding NORCAL's corporate policies, procedures and guidelines.
Perform other duties and department projects as assigned.
Physical/Environmental Working Conditions:
General office environment is primarily sedentary work which requires the following physical activities; standing, sitting, walking, reaching, lifting, finger dexterity, grasping, repetitive motions, talking, hearing, and visual activity.
The employee must occasionally lift and/or move up to 10 pounds.
Exposure to LCD on a daily basis.
Moderate noise level is usual.
Minimum of 2 years work related experience.
At least 1-3 years' experience in customer service preferred.
Demonstrate effective teamwork by working with others within the unit, department, and throughout company.
Able to follow detailed procedures and practices while maintaining an organized workflow.
Demonstrate flexibility and the ability to adapt to changes in priorities and fluctuating workloads.
Proficiency in MS Office including Word, Excel, PowerPoint, Outlook.
Able to manage multiple priorities while maintaining a high degree of accuracy, detail and quality.
Excellent oral and written communication skills.
Exercise discretion and maintain confidentiality using demonstrated poise, tact, and diplomacy.
Proficient data entry skills, with the ability to extract data as necessary.
Ability to type quickly and accurately with minimal errors.
Excellent organization and time management skills.
Ability to learn new and specialized company systems easily.
Must be able to meet deadlines in a fast-paced environment.
NORCAL rewards eligible employees with competitive salaries and a superb benefits program including the following:
Excellent Health Benefits including Medical, Dental & Vision on 1st day of employment!
4 weeks of PTO per year at time of hire and accrued per pay period.
401(k) and 401(k) match program plus 3% non-elective employer contribution.
Opportunity to earn (at no cost to you) your insurance producer license within the first 6-12 months of successful employment.
Employee Bonus Program.
Healthcare Flexible Spending & Dependent Care Accounts.
Adoption Assistance Program.
Education Reimbursement Program.
7.5 hour work days
NORCAL is an Equal Employment Opportunity Employer
Norcal Mutual Insurance Company