Customer Service Specialist

Customer Service Specialist 2

Monday - Friday | 8AM - 5PM

Who We Are:

The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES' mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.

About the Division:

The Department of Enterprise Services (DES), Office of Risk Management (ORM) supports the agency mission to strengthen the business of government by managing the Self-Insured Liability Account (SILA) to pay for legal liabilities and defense costs associated with the tortious conduct of state officers, employees, and volunteers under the provisions of RCW 4.92. ORM is required by statute to receive and process citizen's tort claims against Washington State, maintain a centralized claims database, and pay approved claims filed against state agencies.

About this Opportunity:

This position is a member of the Claims Support Unit, which processes all tort and sundry claims utilizing the state's risk management information system, Origami Risk (Origami). The primary purpose of Origami is to facilitate the processing and adjudication of tort claims and cases, as well as serve as the State's centralized loss history repository mandated by RCW 43.41.350(3) for the purpose of identifying and analyzing risk exposures.

The Customer Service Specialist 2 (CSS2) contributes to ORM's mission by serving as the division's first line of contact with constituents. This role independently resolves complaints, inquiries and client/customer service problems while maintaining appropriate confidentiality. Responsibilities include resolving issues and complaints as well as responding to customer requests for information regarding claims, litigation, and insurance. The position also performs routine clerical tasks such as opening and routing mail, filing, and creating labels and folders to support the claim and litigation processes.

The CSS2 will perform more complex administrative tasks such as helping to plan and organize large meetings and webinars; coordinating and ordering office supplies; creating certificates of insurance and invoices; and assisting ORM staff with a variety of other administrative projects. This position will require the use of both a scanner and Origami to enter and track claims.

To learn more about this position, please email the recruiter Rachel Vaughan rachel.vaughan.gov and request the full job description.

Some of what you will enjoy doing:

* Resolves client/customer problems by identifying the issues, determining procedural steps necessary to bring resolution, working with program staff to implement resolution, and communicating results to the client/customer

* Acts as liaison

* Answers main phone line and responds to various inquiries

* Assists agency customers (internal and external)

* Informs individuals, when appropriate, how to prepare and submit claims or complaints

* Receives in-person visitors and responds to their requests

* Sends professional emails and meeting notices to distribution lists

* Ensures that all new claims and related correspondence have been opened, date-stamped and scanned timely and accurately

* Creates folder for new claims and makes copies of CDs/DVDs/thumb drives

* Opens, sorts, and distributes new incoming mail

* Prints and mails out correspondence and warrants

* Monitors the Risk Management central email account. Uploads CEI incident reports into Origami Document queue. Forwards new incoming emails to concerned recipients

* Retrieves faxed claims and uploads them into Origami Document queue

* Analyzes incidents to ensure accuracy and uniformity. Enters information into Origami

* Processes SAAG invoices and creates payments

* Updates Origami as needed

* Planning, scheduling, setup and organization of large meetings and webinars

* Maintains original files after scanning and properly discards them after 90 days

* Performs routine clerical tasks

Required Qualifications:

To meet qualifications for this position, applicants must have a total of two (2) years of relevant experience or education.

* Relevant experience includes providing assistance to clients/customers regarding inquiries, complaints or problems.

* Relevant education includes a high school diploma or associates degree.

AND

Demonstrated action and commitment to implementation and integration of diversity, equity, and inclusion practices to facilitate a respectful and inclusive work environment.

Diversity, Equity and Inclusion (DEI) Competencies

Incumbents to this position must possess and demonstrate the following competencies:

* Able to learn and understand the language and concepts of our DES DEI culture and commit to being a part of creating and maintaining a diverse, equitable, respectful and inclusive workplace.

* Demonstrate a commitment to growth, learning and self-awareness when provided training and opportunities to participate in improving…