Customer Service Specialist

Customer Service Specialist 2

Monday - Friday | 8AM - 5PM

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.

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.

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.

• Resolve 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
• Act as liaison
• Answer main phone line and respond to various inquiries
• Assist agency customers (internal and external)
• Inform individuals, when appropriate, how to prepare and submit claims or complaints
• Receive in-person visitors and respond to their requests
• Send professional emails and meeting notices to distribution lists
• Ensure that all new claims and related correspondence have been opened, date‑stamped and scanned timely and accurately
• Create folder for new claims and make copies of CDs/DVDs/thumb drives
• Open, sort, and distribute new incoming mail
• Print and mail out correspondence and warrants
• Monitor the Risk Management central email account; upload CEI incident reports into Origami Document queue; forward new incoming emails to concerned recipients
• Retrieve faxed claims and upload them into Origami Document queue
• Analyze incidents to ensure accuracy and uniformity; enter information into Origami
• Process SAAG invoices and create payments
• Update Origami as needed
• Plan, schedule, set up and organize large meetings and webinars
• Maintain original files after scanning and properly discard them after 90 days
• Perform routine clerical tasks

• 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 associate’s degree.
• Demonstrated action and commitment to implementation and integration of diversity, equity, and inclusion practices to facilitate a…