Workers' Compensation Insurance Rating Bureau of California (WCIRB) · 1 month ago
Associate Contact Center Analyst - Hybrid
San Francisco, CA, US
Full-time
Hybrid
Entry Level
$60K/yr - $70K/yr
2+ years expThe Workers' Compensation Insurance Rating Bureau of California (WCIRB) is a nonprofit organization that provides actuarially-based information and research for workers' compensation insurance. The Associate Contact Center Analyst serves as a primary interface between the WCIRB and its customers, addressing inquiries and resolving issues related to workers' compensation insurance operations.
Insurance
No H1B
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
Qualification
Required
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
Benefits
Hybrid work environment (40% onsite 60% remote)
Medical, dental and vision benefits
Competitive PTO Program
Wellness benefits
401K and pension plan
Social activities
Community volunteer involvement
Company
Workers' Compensation Insurance Rating Bureau of California (WCIRB)
The Workers’ Compensation Insurance Rating Bureau of California (WCIRB) is a private, nonprofit association of insurance companies licensed to transact workers' compensation insurance in the state of California.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Andrea Coleman
Executive Vice President & Chief Operating Officer
Carissa Moten
Human Resources Business Partner
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