Customer Service Specialist

Job Description - Customer Service Specialist )

We are looking for Customer Service Specialists who view every interaction as an opportunity to deliver an exceptional customer experience. You will be the front line of our service mission, supporting Montana policyholders and agency partners by ensuring their policies are accurate, their questions are answered, and their businesses are protected.

In this role, you are a pivotal advocate for our members. Through our dedicated training program, you will develop the specialized skills needed to manage complex policy life cycles and collaborate with our internal experts in underwriting, safety, and finance to meet the unique needs of Montana employers.

• Policy Administration & Accounts: Handle new policy applications, accurately review and enter payroll reports, and process premium audits. Manage policy cancellations, reinstatements, and address billing inquiries. Provide loss runs and reconcile canceled policies as needed. Complete all tasks according to MSF's best practices, procedures, guidelines, and the SCOPES manual. Follow organizational policies, procedures, sales and service standards, and established workflows. Maintain quality control through proper file documentation and ensure customer confidentiality.
  
  Meticulously check policies, endorsements, and audits for accuracy to provide a seamless customer experience.
• Customer & Agent Engagement: Promptly log into phones, take customer calls, and respond to policyholder and agent inquiries. Diligently follow up to obtain and provide needed information, fostering trust and positive relationships. Provide customers with insurance coverage analysis and recommendations for improved coverage. Prepare proposal materials and respond to detailed policy inquiries. Work with policyholders and their agents to offer additional services, such as safety visits.
  
  Proactively seek to avoid potential policy disruptions, like significant billing changes, always focusing on customer satisfaction. Consistently ensure customer needs are fully met, communicate additional information, and make every interaction with MSF positive, informative, and creating a lasting favorable impression.
• Claims Support & Operational Assistance: Accurately enter phone First Reports of Injury details according to claim handling resources. Research discrepancies and complete all required follow-up activities.
• Perform other tasks as determined by the Customer Service Specialist leader, contributing to overall team and departmental efficiency.

• You excel at turning phone calls and emails into positive, lasting impressions, focusing on empathy and clarity in every interaction.
• You take pride in "getting it right," whether you are reconciling canceled policies or checking endorsements for quality control.
• You enjoy working across departments—from legal to premium audit—to solve problems and provide a holistic experience for our partners.

As a trainee, you are eager to learn the SCOPES manual, workers' compensation guidelines, and MSF best practices to advance your career into a Customer Service Specialist II role.

You will be part of a team where Values Matter. We prioritize integrity, innovation, and a relentless focus on the customer. This trainee position is your gateway to a meaningful career where your daily work supports the people and the economy of Montana.

We are committed to your professional development and will provide the coaching and resources necessary to help you grow from an entry-level professional into a high-level Customer Service Specialist.

• High school diploma or GED plus 3 years business office and customer service experience,
• OR Associates degree plus one year of relevant customer service experience,

In addition to the qualifications listed above, we're looking for someone who also brings the following:

• Proficiency in Microsoft Word and Excel. You'll be using these tools regularly and must be comfortable navigating them.
• Skill in using multiple computer screens and serving customers by phone and in person. Our customer service…