Compensation Grade: 20
Job Description
At SAIF, we’re embarking on an exciting new journey with the launch of our customer care center. We’re looking for those who are passionate about helping customers and enjoy working in a fast-paced, team-oriented environment.
We are launching a new department, the customer care center (CCC), to more efficiently meet the needs of our policyholders, injured workers, agents, business partners, and potential customers. As our CCC representative you will handle all sorts of tasks and provide guidance to customers through email, chat, and phones to answer questions, explain coverage options, and assist them with other policy and claims related requests. You’ll work in multiple systems and become the go-to person, always with a friendly face (or voice), for all of SAIF’s customers, from policyholders to injured workers, and just about everyone in between.
To join our team, you need at least a year of customer service experience. A basic understanding of workers’ compensation is a plus. It would be helpful if you have prior contact center or insurance experience along with a property and casualty license—or the ability to obtain a license within 30 days of hire. This position will start as a trainee and upon completion of your training period, which typically lasts between 6-12 months, you will be promoted to a CCC representative II role.
Ready to join our team? Apply to be a customer care representative I today.
Join us for a Career Exploration Webinar to learn more about this important role. Register here.
Responsibilities:
Participate in formal on-the-job training to obtain the basic knowledge and skills to provide services within assigned authority.
Communicate with customers or agents to evaluate risk, gather information, answer questions, participate in sales efforts, promote policyholder retention, and resolve as many customers' inquiries as possible the first time they contact SAIF with no follow-up required (first call resolution). Reach out to the training team, mentor and/or supervisor when additional assistance is required.
Respond to policy, claims, and billing inquiries by determining needs, providing follow-up with customers, and determining appropriate routing for higher complexity calls.
Develop skills in order to respond to customer and business partner inquiries by explaining decisions, requirements, and options using knowledge of underwriting principles, procedures, and regulations regarding workers’ compensation insurance coverage, program plans and services, and coverage endorsements.
Respond to inquiries from customers regarding invoices, payroll reports and interest charges for installment and arrears billed policies.
Update, maintain, and endorse existing policies as requested by agents or customers. Process new Quote and Buy applications. Analyze and determine appropriate policy and billing adjustments based on changes in policyholder business operations or entity type.
Maintain policy records and system information per SAIF policies and standards. Utilize available technology for maximum workflow efficiency and quality.
Complete policy maintenance activities within assigned authority level in support of customer care center (CCC) and corporate objectives and strategies.
Provide an excellent customer experience while completing work thoroughly and accurately with appropriate guidance as needed.
Respond to requests for optional coverage or cancellation of insurance by interpreting and applying appropriate regulatory rules and procedures.
Provide information to business partners on pricing, coverage, and billing systems and screens.
Generate proposals, policies, and communicate decisions to agents and customers.
With guidance, analyze prospective and current customers’ qualitative and quantitative information to determine the degree of exposure and risk, insurability, and pricing.
Continue to acquire knowledge of how to implement experience rating factors on policies and process NCCI experience rating modifications ensuring the accuracy of the data captured in the SAIF and NCCI systems in accordance NCCI with rules and regulations. Identify, research, and resolve discrepancies.
Collect outstanding premiums and missing payroll reports.
Respond to basic inquiries about claims management, including time loss payments, decisions, and next steps related to the life of a claim.
Maintain knowledge of various workers’ compensation laws, procedures, issues, and regulations.
Analyze policyholder account information to provide bill payment options or reinstatement terms and follow up for payment.
Go the extra mile to engage customers and ensure their satisfaction.
Document all conversations accurately using standard tools and processes, while maintaining clear and comprehensible records of each interaction.
Grow a strong working knowledge of SAIF’s services and organizational structure to understand where callers need to be transferred when expertise is needed.
Seek opportunities to expand knowledge of workers’ compensation rules, laws, procedures, issues, and regulations, including pursuing Oregon Property Casualty Insurance Provider Licensure & Claims examiner certification.
Incorporate feedback from partners across the organization to improve the answers and service provided to customers.
Explore diverse perspectives and consistently behave sensitively toward differences in cultural norms, expectations, and ways of communicating. Work effectively with others who have different perspectives, backgrounds, and/or work styles.
Continually sustain the Inclusive Leadership Competencies (ILC) through the Explorer level on an annual basis.
ADDITIONAL FUNCTIONS:
The following qualifications are recommended:
Experience: One or more years’ experience demonstrating excellent customer service. Knowledge of workers’ compensation basics or underwriting is preferred. An active Oregon Property Casualty Insurance Provider license is required within 30 days of starting the position.
Education: High school graduation or equivalent education is preferred.
Bilingual skills are preferred but not required.
Other combinations of skills and experience may be considered.
Next step
To receive consideration, please submit your resume with a cover letter by the close of this recruitment. We want your submission to count, so be sure it’s complete.
This recruitment will close on Thursday, January 9, 2025.
If a sufficient number of qualified applications are received this recruitment may close early.
Compensation & Benefits
Typical hiring range: $55,186 - $64,925. The pay range for this position is annually based on a full-time schedule. Actual compensation will be determined using factors such as experience, skills, training, certifications & education.
SAIF provides a wide range of benefits to employees who work at least 20 hours per week, including health care, retirement savings plans, paid time off, and more. For additional information about SAIF's total rewards, visit our website at: Total rewards (saif.com)
*Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, seasonal, or temporary employment.
Full salary range: $48,695 - $81,155
Veterans
We provide preference to qualifying and disabled veterans. For more information please visit saif.com/veterans.
About us
Since 1914, SAIF has been taking care of injured workers, helping people get back to work, and keeping rates low by focusing on workplace safety. Together with our partners, we strive to make Oregon the safest and healthiest place to work.
SAIF is an Equal Opportunity Employer that values diversity in its workplace.
