SERVICE CENTER ASSOCIATE I: Responsible for sorting and identifying documentation received via e-mail, fax, etc. for distribution to Business Development Service Center and and other applicable departments. Responsible for answering the main switchboard and routing incoming calls. Perform entry level clerical duties. Contacts include Service Center staff, Premium Audit, Finance, Claims, Business Development, agents, and policyholders. PRIMARY RESPONSIBILITIES: * Sort, identify and distribute work based on established processes. * Create tickets/activities work for Service Center and other applicable areas staff in system by sorting and ticketing emails, faxes, paper mail and various documents. * Access external web sites to retrieve work for distribution. * Enter data into the computer system and accesses general policy information. * Review, sort, and prepare coded document for imaging. * Index images of document-to-document management system * Receives incoming calls and directs callers to appropriate person. * Perform other clerical duties, as time permits. * Supports appropriate response to State Bureaus, NCCI and internal and external audit inquiries. * Reviews, prioritizes, and assigns work coming into the Policy Support Unit. * Monitors completion of daily assignments to ensure timeliness. * Provides individual and group training for Policy Support Staff. * Orients new employees to the departmental and unit procedures. * Handles returned mail for the Service Center and other applicable areas by routing to correct internal employees and/or external customers. SERVICE CENTER ASSOCIATE II ADDITIONAL RESPONSIBILITIES FOR SCA II * Review, prioritize, and assign work coming into the Policy * Monitor completion of daily assignments to ensure timeliness. * Run internal reports to retrieve work for distribution * Provides loss history information to internal and external customers * Index images of document-to-document management system * Process basic policy changes in various systems * Produce manual forms and letters by identifying necessary information and completing appropriate template(s). * Performs other clerical and general administrative services, as time permits. * Works with minimum supervision. * Train, mentor, and coach new hires 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: EDUCATION REQUIRED: High school Diploma, G. E. D required. EXPERIENCE REQUIRED: Six months general office experience required or relevant experience which provides the necessary skills, knowledge, and abilities. Additional Experience for the Service Center Associate II One-year general office or insurance experience, which includes six months of experience exchanging information and answering basic inquiries over the phone. SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: * Ability to work effectively in a multi-functional business unit. * Ability to be well organized and prioritize work. * Ability to manage multiple priorities and meet established deadlines. * Basic knowledge of computers, word processing software and ability to enter alpha/numeric data accurately. * Ability to comprehend and act on what is stated and implied in written material. * Basic knowledge of the internet and browser applications * Knowledge of multi line telephone system * Basic knowledge of spreadsheet software Additional Skills/Knowledge for the Service Center Associate II * Excellent verbal and written communication skills. * Intermediate knowledge of spreadsheet software. * Ability to gather data to report to others. ADDITIONAL EDUCATION, EXPERIENCE, SKILLS, KNOWLEDGE AND/OR ABILITIES PREFERRED: WORKING CONDITIONS: Work is performed in an office setting with no unusual hazards. REQUIRED TESTING SCA I Basic Windows, Alpha/Numeric Data Entry, and Reading Comprehension (to be updated with JCC spreadsheet completion) Additional Required Testing SCA II Basic Word, Basic Excel, and Proofreading (to be updated with JCC spreadsheet completion)