SUMMARY: This is an entry level position that is part of a formal training program. This job is foundational and expected to be a starting point within a specific assigned risk discipline (policy management/audit, billing & collections or agency maintenance) and is expected to last up to one year. Upon completion of the training program the trainee is expected to be familiar with the foundational department policies, processes, procedures, and terminology related to the jobs. In addition, the trainee will be proficient in the job responsibilities and tasks of the progressive positions within the career path. The trainee will be evaluated on their progress during the training period and on successful completion of the training plan. Upon satisfactory completion of training, the trainee will be eligible for a targeted position within the career path. PRIMARY RESPONSIBILITIES: In a Learning Capacity: * Learn and develop skills and competencies from performance of assigned duties. * Learn and develop skills and competencies in the use of systems, software, and programs. * Learn to provide customer service and support to agency and policyholder customers as specified by Workers' Compensation Assigned Risk Plan. * Research and analyze information within the assigned areas. * Maintain good company relationships. Policy Management/Audit: * Compose written responses to policyholder/agent requests, complaints and disputes with rational and relevant information in an effort to resolve and educate the employer and/or agent. * Complete thorough underwriting review of the business risk and exposures to verify consistency and accuracy of the reported information to classify and develop payroll to compute adequate premium. * Manage and complete policy processing including policy issuance, quotes, endorsements, cancellations, reinstatements, compliance, certificates and final premium audits in accordance with the Performance Standards following Manual rules and state regulations. * Evaluate incoming correspondence and process appropriate policy changes based on underwriting judgment, Plan and Manual rules, and state regulations. Billing & Collections: * Answer telephone inquiries from agents and policyholders regarding invoices and billing transactions. * Contact customers with outstanding amounts due by telephone and written correspondence to request payment or make payment arrangements * Reconcile accounts to clarify billing transactions and cash applications in order to provide customers with up-to-date account information/history. * Approve and document payment arrangements with customers on audit balances per guidelines. * Process pay by phone transactions to expedite posting of cash to insured's policy. * Process and document any manual billing exceptions. Agency Maintenance: * Respond to agency inquiries regarding commission's statements, payments and licensing requirements. * Provide and explain state approved producer fee scales and Plan rules for computing producer fees. * Research and validate active agency license information to determine if the agency is eligible to receive commission payments at new and renewal policy issuance. * Reconcile agency commission accounts including updating and correcting commission adjustments upon retro adjustments, mergers or acquisitions and provide agents with up-to-date account information/history. * Verify the accurate calculation and payment of producer's fees. This description identifies the responsibilities typically associated with the performance of the job. The percentage of time in any responsibility may vary between positions. Other relevant essential functions may be required. EMPLOYMENT QUALIFICATIONS: A. EDUCATION REQUIRED: High school diploma or G.E.D with relevant course work (minimum 30 credit hours) in insurance, finance, business or a related field. Combinations of education and experience may be considered in lieu of credit hours. B. EXPERIENCE REQUIRED: With proper education and willingness to complete the Assigned Risk trainee program, no experience is required. C. SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: * Ability to make efficient and effective decisions. * Basic knowledge of computers and word processing with accurate input ability of 40 wpm. * Ability to proofread documents for accuracy of spelling, grammar, punctuation, and format. * Math skills. * Ability to function effectively in a multi-functional team environment. * Ability to learn and be proficient with computers and company standard software specific to the position. * Strong interpersonal skills and ability to create and maintain mutually beneficial relationships. * Ability to organize and prioritize work. * Ability to comprehend consequences of various situations and make appropriate individuals aware when making decisions. * Excellent oral and written communication skills. * Ability to perform other assignments at locations outside of the office. D. ADDITIONAL EDUCATION, EXPERIENCE, SKILLS, KNOWLEDGE AND/OR ABILITIES PREFERRED: * Basic knowledge of workers compensation industry. * Basic excel. * Ability to use ten key. WORKING CONDITIONS: Work is performed in an office setting with no unusual hazards. REQUIRED TESTING: Basic Word, Basic Windows, Proofreading, Math, 40wpm
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