Customer Service Representative
LWCC is a Champion of Louisiana business and proud to be headquartered in the state capital, Baton Rouge. As a model single-state, private mutual workers’ comp company, we promote safety, security, and stability in Louisiana. LWCC is dedicated to excellence in execution, from underwriting to life-long care of injured workers. We are proud to partner with our agents, and together deliver outstanding service to policyholders and their workers. Our commitment is to be there for Louisiana. Always.
We are Louisiana Loyal, more than a tagline, this is a mantra and a movement that inspires us to be a catalyst elevating Louisiana’s position in America. We hope to inspire other Louisiana businesses and citizens to join us in helping Louisiana thrive by bettering our state one business and one worker at a time.
In 2023, the company was named as a Best Place to Work by the Greater Baton Rouge Business Report for the fourth time. LWCC has been recognized by industry leading benchmarker AON and named to the Ward’s 50® group of top-performing insurance companies for achieving outstanding results in the areas of safety, consistency, and performance over a five-year period, 2015-2019.
Our company offers an excellent benefits package including health, dental, vision, life and disability insurance; a 401(k) savings plan; educational assistance; and an on-site fitness center. LWCC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, religion, sex, age, handicap, Vietnam era or disabled veteran status.
For more information on the corporation and its services, please visit www.lwcc.com. To learn more about Louisiana Loyal, please visit louisianaloyal.com.
Customer Service Representative (Insurance Support)
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
Other details
- Pay Type Salary
- Louisiana Workers' Compensation Corporation, 2237 S. Acadian Thruway, Baton Rouge, Louisiana, United States of America