Associate Contact Center Analyst - Hybrid

Job Description

Job Description

The Workers' Compensation Insurance Rating Bureau of California (WCIRB) is California's trusted, objective provider of actuarially-based information and research, advisory pure premium rates, and educational services integral to a healthy workers' compensation system.

The WCIRB is a California unincorporated, private, nonprofit association comprised of all companies licensed to transact workers' compensation insurance in California, and has over 400 member companies.

No state money is used to fund its operations. The operations of the WCIRB are funded primarily by membership fees and assessments.

To accurately measure the cost of providing workers' compensation benefits, the WCIRB performs a number of functions, including collection of premium and loss data on every workers' compensation insurance policy, examination of policy documents, inspections of insured businesses, and test audits of insurer payroll audits and claims classification.

The WCIRB employs approximately 175 people. The home office is located in Oakland, California.

Summary

• The Associate Contact Center Analyst serves as a primary interface between the WCIRB and its customers and performs the following functions : (1) explains to customers matters from routine to very complex in nature relating to WCIRB operations including classification, experience rating, policy data reporting and other issues related to workers’ compensation insurance;
• 2) researches files and other resources on various subjects to resolve from routine to complex customer problems; (3) responds to routine to complex unsolicited customer inquiries;

4) creates content for articles, educational materials and WCIRB websites.

The Associate Analyst is a training level position for new members of the department with limited experience.

Under frequent and direct supervision by the Team Leader, take appropriate action to resolve and correct problems impacting external customers;

respond to customer feedback to ensure a positive customer experience.

Core areas of responsibility include :

• Communicating with Customers : The Associate Contact Center Analyst serves as a primary interface between the WCIRB and its customers including insurers, employers, agents and brokers and the California Department of Insurance.
• This includes responsibility for addressing customer concerns and issues; taking appropriate action to research, resolve and correct problems;

responding to customer feedback to ensure the best customer experience.

Technical Proficiency : The Associate Customer Experience Analyst demonstrates a solid understanding of the California Workers’ Compensation Insurance Experience Rating Plan 1995, as well as the California Workers’ Compensation Insurance Uniform Statistical Reporting Plan 1995 and the Miscellaneous Regulations.

The Associate Customer Experience Analyst generally produces work independently that is occasionally checked for accuracy by others.

Essential Duties and Responsibilities

• Explains and clarifies workers’ compensation regulations, such as the Experience Rating Plan and the Uniform Statistical Reporting Plan for customers and other parties.
• Explains WCIRB procedures to customers and interested parties.
• Explains and clarifies issues at a routine level, in the areas of classification, experience rating and ownership to customers.
• Investigates problems that customers may have and takes action to resolve and correct the problems.
• Researches the WCIRB’s websites and other resources on various subjects to provide information.
• Consults with other WCIRB departments in resolving a customer problem or assesses whether to refer issues to one or more of the WCIRB’s departments.
• Responds electronically, orally, or in writing to general customer inquiries on matters that are under the WCIRB’s jurisdiction.
• While interfacing with customers, asks appropriate questions to understand customer needs fully and determine which WCIRB products may best meet customer needs.
• Orients customers to WCIRB products and services.
• Responds to inquiries related to WCIRB websites providing navigation and demonstrating appropriate troubleshooting skills.
• Stays abreast of relevant WCIRB committee decisions and changes to the USRP and ERP rules.
• Maintains and enhances required skills through continuing education.
• Assists with training our customers on our products and services through live sessions or via webinars.
• Identifies areas of WCIRB processes that do not meet the customer’s needs and prepares suggestions for process improvement.
• Provides feedback on ways to promote the best customer experience.
• May be requested to participate on special projects.

Qualifications

To perform this job successfully, the individual must be able to execute the tasks discussed in this job description. The requirements listed below are representative of the knowledge, skills and / or ability required.

Reasonable accommodations, as required by ADA, may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s Degree or equivalent combination of education and progressive, related experience supplemented with courses and seminars in relevant subject matters.
• Minimum of two years of WCIRB experience or equivalent experience desirable.
• Basic proficiency in the WCIRB’s operations and processes or equivalent desirable.
• Basic proficiency in Microsoft Office sufficient to write and format correspondence as required.
• Previous customer experience or account management experience a plus.
• Excellent communication and interpersonal skills and the ability to interface with a variety of individuals in a number of different work conditions, especially over the phone and with e-mail.
• Solid language skills to communicate clearly on the telephone, with co-workers, and through general correspondence.
• Ability to handle customer complaints tactfully, provide clear explanations, and answer questions in a professional manner.
• Ability to listen to customer, ask appropriate questions and understand customer’s needs.
• Ability to work under pressure and be patient with customers.
• Ability to work effectively in a team environment.
• Ability to understand the WCIRB’s products and services and explain their practical use and application.
• Basic mathematical skills required.

Perks & Benefits

Our employees enjoy a state of the art, energy-efficient, open work environment that nurtures collaboration and creativity.

At the WCIRB, we go the extra mile to keep our employees happy and healthy. Our perks include :

• Hybrid work environment (40% onsite 60% remote)
• Medical, dental and vision benefits
• Competitive PTO Program
• 401K and pension plan
• Annual incentive plan
• Social activities
• Community volunteer involvement

Please note that the WCIRB has enacted a mandatory COVID-19 vaccine requirement for all employees. Proof of full vaccination or an approved exemption or deferral is required of all employees, including new hires.