TDI-Customer Service Rep III

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Do you have a passion for public state service and enjoy making a difference? Donand#8217;t miss out on this opportunity. The Texas Department of Insurance, Division of Workersand#8217; Compensation (DWC) is hiring DWC administers and operates the Texas workersand#8217; compensation system. DWC regulates the workersand#8217; compensation system, settles disputes, provides customer service, promotes workplace safety, and ensures compliance with state laws. DWC is located in the Capitol Complex, in the Barbara Jordan Building at 1601 Congress Avenue in Austin, near the Texas Capitol.Benefits of working at TDI:and#8226;Flexible work ;Work-life-;96 hours of accrued vacation a ;96 hours of accrued sick leave a ;20+ holidays every ;Career advancement ;Free ;401(k) and 457 ;State of Texas retirement plan with a lifetime annuity through the Employee Retirement System of Texas ;Free comprehensive medical insurance for full-time employees and 50% off premium costs for dependents (state pays other ;Optional benefits like dental, vision, life insurance, and many ;Qualified employer for the Federal Public Service Loan Forgiveness Program. Before you apply:TDI does not sponsor or assume sponsorship of an employment visa.Learn about our selection process, our military employment preference, licensing, and credential requirements.Customer Service Representative (Customer Service Agent)The Customer Service Agent (CSA) performs highly complex (senior-level) customer service work to workersand#8217; compensation system participants. Work involves receiving customer inquiries and providing information and education about the workersand#8217; compensation system, including benefits, laws and rules, and policies and procedures. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment; may occasionally receive instruction or assistance as new, unusual, or unique situations arise and assist others in performing higher-level work.This position:and#8226;Assists and educates customers on a high-volume call line and in-person, researches various Division systems for documents and information, verifies, updates, and corrects claim information; and documents all claim-related contacts and activities in the Divisionand#8217;s ;Facilitates communication between parties to assist in the resolution of claim issues, coordinates assistance with other agency staff, and makes referrals to social services or other state agencies as ;Identifies potential non-compliance with workersand#8217; compensation laws and rules, reaches out to system participants to obtain compliance, and makes internal violation referrals or referrals to regulatory entities as ;Performs claims and office support functions, including coordinating incoming and outgoing correspondence; greeting visitors and notifying appropriate staff of visitorsand#8217; arrival, sending forms electronically to staff for processing; andand#8226;Performs other duties as assigned.

Qualifications: This position requires: and#8226;Graduation from high school or ;One and 1/2-years full-time experience providing customer service in an office ;Education and experience relevant to position requirements may be substituted for one another on a year-for-year basis. Additional job details:and#8226;The interview will include a writing and grammar exercise.Preferences for this position inclu e:and#8226;Experience in workersand#8217; compensation, social or human services work; andand#8226;Experience in a high-volume call center type work environment.This position requires demonstrated knowledge of:and#8226;State laws, rules, procedures, and regulations relevant to job ;Office practices and administrative procedures; andand#8226;Microsoft Word and Outlook.This position requires demonstrated skill in:and#8226;Problem solving, decision making and critical ;Using Microsoft Office software applications, including Word, Excel, Outlook, and ;Using personal computers sufficient to enter and extract data from related systems and programs such as Centralized Accounting Payroll and Personnel (CAPPS) and other systems required to perform the ;Providing excellent customer ;Explaining complex information to others; andand#8226;Use of correct grammar, punctuation, and spelling.This position requires the demonstrated ability to:and#8226;Communicate and work effectively with a wide range of people with varied skills, knowledge, and ;Maintain the confidentiality of sensitive ;Analyze and solve work-related problems and work independently on a variety of administrative work and technical ;Manage and coordinate multiple tasks and priorities to meet necessary ;Work both independently and as a team ;Learn, remember, and explain laws, rules, policies, and ;Exercise good judgment and discretion in applying and interpreting departmental policies and ;Communicate clearly and concisely, both orally and in ;Establish and maintain effective working relationships with both internal and external customers; andand#8226;Travel infrequently for training and development purposes.Military Employment PreferenceGet help translating your military work experience and training courses into civilian job terms, qualifications/requirements, and skill sets. Redact personal or sensitive information from all attachments.To receive a military employment preference, you must submit the following documents, as applicable, with your application. See How to Apply and#8211; Military Employment Preference.Applicable Military Occupational Specialty (MOS) codes are included, but not limited to, one of the following:42A, SN, 0111, 0170, 3F5X1Click or copy and paste the following link into your browser to access Military Crosswalk information:Military Crosswalk for Occupational Category - Administrative Support )How to apply:All applications must contain complete job histories, including job title, dates of employment, name of employer, managerand#8217;s name and phone number, and a description of duties performed. We may reject applications that do not include all the required information. Resumes do not substitute for this required information.Submitted through Work in Texas:Work in Texas (WIT) applicants must complete supplemental questions to be considered for the position. To complete supplemental questions, go to CAPPS Career Center to register or log in and access your profile.