Customer Service Specialist

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:
Provides accurate, professional and timely consultative customer service to agents, carriers, employers, and others.  Recommends products and services that best fit the customers’ needs and advises customers on Experience Rating Plan rules and provides interpretation of the Basic Manual, Classifications assignment, and Assigned Risk Plan.

Major Duties:
Explains and interprets Basic Manual, Experience Rating Plan rules, and Experience Rating Mods and Worksheets. 
Provides detailed account analysis and answers customer questions regarding billing and invoice issues. Verifies, maintains and updates account information (e.g. contact, address) to ensure accuracy of customer information.  
Escalates requests for creation of Experience Mods to the Experience Rating department and follows up on outstanding issues to resolution.
Determines the nature of customers’ business in order to determine proper Classification code.  
Assist customers in the completion of NCCI forms such as ERM-14, ERM-16, and CCPAP.
Places requests for, and cancels, access to/subscriptions for web-based and hard-copy products and services.  Guides and directs customers navigating NCCI on-line tools.
Provides general administrative support such as processing mail and ordering supplies

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 transferable skills. 
•Candidates may qualify with a higher degree in lieu of experience.
•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 and PC, and multi-tasking skills required.  
•Ability to work independently while possessing excellent judgment.  

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.

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