Customer Service Specialist - Mods

Since 1923, NCCI has been committed to fostering a healthy workers compensation system. We are the nation’s trusted source for accurate, objective workers compensation information. Learn about how you can contribute to our company’s success in the following position:

Job Purpose:
Under minimal supervision, performs analytical research, using filed and approved regulatory manuals (e.g. Experience Rating Manual, Basic Manual) to identify and resolve non-routine customer inquiries regarding Experience Rating Programs and supporting rules and information, as well as facilitating self-service opportunities and ongoing customer education.

Customer inquiries are received and responded to via phone, email and fax. 
Starting base salary: $39,000 (plus a 7% Performance Bonus) 
Must be able to work a shift between the hours of 8:00 am- 8:00 pm; Monday through Friday.
Major Duties:
Utilizing knowledge of filed regulatory manuals (e.g. Experience Rating Plan Manual, Basic Manual), provides detailed explanations and educates customers on the appropriate use of rules for unique business-related inquiries. Situations may require knowledge of state specific rules for 39 states, adaptation of internal processes based on customer specific requests and/or extensive research of multiple on-line systems.

Analyzes claim and payroll information from insurance carriers to explain year over year variations in worksheet calculations. Utilizes knowledge of filed regulatory manuals for additional support and customer education.

Provide technical instruction to insurance agents and insurance carriers regarding payroll, loss and insured ownership information to complete regulatory required forms to produce Experience Ratings, Classification Credit Premium Adjustment Program (CCPAP), and other premium modification programs. 
Utilizing extensive knowledge of our organization’s products and services, makes customer recommendations that facilitate self-service opportunities and ongoing customer education.

Leads or participates in department projects and initiatives (e.g., research and revise department procedures, participate in process improvement and systems enhancement projects by recommending process and system changes and assisting with testing). Assists with training (e.g., on the job trainer for new hires and develops and conducts presentations in staff, and department meetings).

Leverage data contained in a variety of on-line systems to determine whether to recommend the production or revision of Experience Rating modification factors and ownership information. Capture customer detail and their requests in a proprietary online system and refer the request to key business partners for completion.


Required Education, Experience, and Skills:
Associate’s Degree and 3 years’ experience in an analytical customer service position in industries such as insurance, finance, banking or other industries with transferrable skills.

Candidates may qualify with a higher degree in lieu of experience. Internal candidates may qualify with 1 year of NCCI experience specific to NCCI’s products, services, and operations in lieu of an Associate’s Degree.

Excellent written and verbal communication skills. Excellent listening and probing ability with the ability to interpret and clarify information being provided by customers. Strong Analytical, interpersonal and decision-making skills. Strong organizational, research, PC, and multitasking skills required. Ability to work independently while possessing excellent judgment.

Preferred Education, Experience, and Skills:
Bachelor’s degree
General understanding of worker’s compensation insurance or insurance industry experience
Industry Specific Coursework or Industry Designations such as AIS, AU or CPCU
Key words: insurance, property casualty, property casualty insurance, south Florida, Florida


At NCCI, we recognize that our employees are the reason our legacy endures today. We’re motivated by the opportunity to do challenging and interesting work, and our Total Rewards package attracts top talent. Our employees care about each other and the communities in which they live and work. Our values of integrity, respect, quality and excellence, responsibility, and commitment, guide our success.
Experience NCCI.

We require a drug screen and background check.
EEO/Smoke Free environment