Hybrid Associate Contact Center Analyst

at Workers'​ Compensation Insurance Rating Bureau of California (WCIRB)

• Job title: Associate Contact Center Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $60,000 - $70,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ERP
• Location requirements: Hybrid, San Francisco, United States

About the role

• Associate Contact Center Analyst interfacing with WCIRB customers regarding workers’ compensation insurance. Resolving inquiries and providing educational materials while maintaining a hybrid work environment.

Responsibilities

• Explains and clarifies workers’ compensation regulations, such as the Experience Rating Plan and the Uniform Statistical Reporting Plan for customers and other parties.
• Explains WCIRB procedures to customers and interested parties.
• Explains and clarifies issues at a routine level, in the areas of classification, experience rating and ownership to customers.
• Investigates problems that customers may have and takes action to resolve and correct the problems.
• Researches the WCIRB’s websites and other resources on various subjects to provide information.
• Consults with other WCIRB departments in resolving a customer problem or assesses whether to refer issues to one or more of the WCIRB’s departments.
• Responds electronically, orally, or in writing to general customer inquiries on matters that are under the WCIRB’s jurisdiction.
• While interfacing with customers, asks appropriate questions to understand customer needs fully and determine which WCIRB products may best meet customer needs.
• Orients customers to WCIRB products and services.
• Responds to inquiries related to WCIRB websites providing navigation and demonstrating appropriate troubleshooting skills.
• Stays abreast of relevant WCIRB committee decisions and changes to the USRP and ERP rules.
• Maintains and enhances required skills through continuing education.
• Assists with training our customers on our products and services through live sessions or via webinars.
• Identifies areas of WCIRB processes that do not meet the customer’s needs and prepares suggestions for process improvement.
• Provides feedback on ways to promote the best customer experience.
• May be requested to participate on special projects.

Requirements

• Bachelor’s Degree or equivalent combination of education and progressive, related experience supplemented with courses and seminars in relevant subject matters.
• Minimum of two years of WCIRB experience or equivalent experience desirable.
• Basic proficiency in the WCIRB’s operations and processes or equivalent desirable.
• Basic proficiency in Microsoft Office sufficient to write and format correspondence as required.
• Previous customer experience or account management experience a plus.
• Excellent communication and interpersonal skills and the ability to interface with a variety of individuals in a number of different work conditions, especially over the phone and with e-mail.
• Solid language skills to communicate clearly on the telephone, with co-workers, and through general correspondence.
• Ability to handle customer complaints tactfully, provide clear explanations, and answer questions in a professional manner.
• Ability to listen to customer, ask appropriate questions and understand customer’s needs.
• Ability to work under pressure and be patient with customers.
• Ability to work effectively in a team environment.
• Ability to understand the WCIRB’s products and services and explain their practical use and application.
• Basic mathematical skills required.

Benefits

• Hybrid work environment (40% onsite 60% remote)
• Medical, dental and vision benefits
• Competitive PTO Program
• Wellness benefits
• 401K and pension plan
• Social activities
• Community volunteer involvement