Insurance Operations - Louisiana Workers' Compensation Corporation, S. Acadian Thruway, Baton Rouge, Louisiana, United States of America

Overview · Handles administrative support services for PHS, Agency Relations, Audit, and Safety Services.  Is responsible for data collection, corrections and manual entry of contacts in CRM system, with concern for accuracy, data integrity and customer experience when communicat ...

Job description

Overview

Handles administrative support services for PHS, Agency Relations, Audit, and Safety Services.

 Is responsible for data collection, corrections and manual entry of contacts in CRM system, with concern for accuracy, data integrity and customer experience when communicating with external customers. This position also handles incoming and outgoing mail, including indexing mail for PHS, Agency Relations, and Audit divisions.

All tasks are handled under specified turnaround times.

Major Areas of Accountability

Responsible for handling inbound and outbound departmental mailing

Handles regulatory forms, documents, and correspondence according to appropriate policies and procedures.  
Must be meticulous with regards to the handling of all PHS related certified mail. 
Handles the daily mailing of cancellation/reinstatement/rescind notices to our insureds and agents

Monitors and handles exception reports for the various departments

Handles exception reports from the CRM, including calling/e-mailing contacts to verify information.
Follows policies and procedures for escalating exception reports 

Receives, indexes and routes physical and scanned mail through ImageRight by using core systems to correctly identify mail recipients.
Will assist CSRs with researching, handling, and responding to unidentified and returned mail.
Will assist CSRs with processing policy endorsements
Primarily responsible for processing Loss Run and Experience Modifier requests
Primarily responsible for receiving and properly handling calls on the company's main queue
Primarily responsible for preparing certified policies as requested by Legal Department
Handles Agent of Record Letters from agents and policyholders in accordance with LWCC policy.
Handles Safety Services visit assignments, administrative duties, and special projects in their CRM
Provides exceptional customer experience when dealing with external customers

Sets up online account registration for external customers

Responsible for data collection, corrections and manual entry of contacts in CRM system, with concern for accuracy, data integrity and customer experience when communicating with external customers.

Acts as a backup to route queue calls to appropriate department or person

Handles distribution of daily, weekly and monthly reports for various departments
Handles ordering supplies for the department via online system
Performs other administrative tasks as assigned in a timely, efficient manner in accordance with company policies and standards.

Personality/Working Style

Strong character

Alignment with company values, mission, and vision
Trustworthy and honest

Ability to learn and grow in fast-paced environment
Strong prioritization skills

Concern for quality
Able to manage workload effectively
Solutions-oriented 

Excellent prioritization skills
Strong oral and written communication skills
Critical thinking skills

Proactively identifies issues
Knows when to ask questions

Technical skills

Quick learner 
Ability to learn new systems and processes
Strong computer skills - must be proficient in Word and Excel

Team player

Can-do spirit and roll up sleeves attitude
Commitment to the team's success
Ability to cross - train others 

Education and Experience

High school diploma or equivalent and minimum of 2 years administrative experience, preferably in the insurance industry