TDI - Customer Service Rep III (Customer Service Agent)

Job Description

Do you have a passion for public service and enjoy making a difference? Don't miss out on this opportunity. The Texas Department of Insurance (TDI) is hiring! Apply now if you're looking for a rewarding career in public service. We regulate the insurance industry, administer the Texas workers' compensation system, and educate and protect consumers.

You'll love the benefits of working at TDI:

• Flexible work schedules.

• Hybrid work schedule, if applicable.

• Work-life-balance.

• 96 hours of accrued vacation a year.

• 96 hours of accrued sick leave a year.

• 20+ holidays every year.

• Career advancement opportunities.

• Free parking.

• Free comprehensive medical insurance for full-time employees and 50% off premium costs for dependents (state pays the other 50%).

Before you apply:

Learn about our selection process, our military employment preference, and licensing and credential requirements.

Customer Service Representative III (Customer Service Agent)

The Customer Service Agent (CSA) performs highly complex (senior-level) customer service work to workers' compensation system participants. Work involves receiving customer inquiries and providing information and education about the workers' 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:

• Assists and educates customers on a high-volume call line and in-person, research various Division systems for documents and information, verifies, updates, and corrects claim information; and documents all claim-related contacts and activities in the Division's systems.

• 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 necessary.

• Identifies potential non-compliance with workers' compensation laws and rules, reaches out to system participants to obtain compliance, and makes internal violation referrals or referrals to regulatory entities as appropriate.

• Performs claims and office support functions including coordinating incoming and outgoing correspondence; greeting visitors and notifying appropriate staff of visitor's arrival, sending forms electronically to staff for processing; and

• Performs other duties as assigned.

Qualifications:

This position requires:

• Graduation from high school or equivalent.

• One- and 1/2-years full-time experience providing customer service in an office environment.

• College hours in coursework relevant to the position may be substituted for experience on a year-for-year basis.

Additional job details:

This position requires regular work attendance. The position may be eligible for a hybrid work schedule. If eligible, the employee must have a secure, dedicated workspace with reliable broadband internet service. The ideal candidate must be available for weekly meetings and group collaboration via Microsoft Teams and other applications during regular business hours.

Preferences for this position include:

Experience in workers' compensation, social or human services work, and a call center-type work environment.

This position requires demonstrated knowledge of:

• State laws, rules, procedures, and regulations relevant to job requirements.

• Office practices and administrative procedures; and

• Microsoft Word and Outlook.

This position requires demonstrated skill in:

• Problem-solving, decision-making, and critical thinking.

• Using Microsoft Office software applications, including Word, Excel, Outlook, and SharePoint.

• 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 job.

• Providing excellent customer service.

• Explaining complex information to others; and

• Use of correct grammar, punctuation, and spelling.

This position requires the demonstrated ability to:

• Communicate and work effectively with a wide range of people with varied skills, knowledge, and backgrounds.

• Maintain the confidentiality of sensitive information.

• Analyze and solve work-related problems and work independently on a variety of administrative work and technical assignments.

• Manage and coordinate multiple tasks and priorities to meet necessary deadlines.

• Work both independently and as a team player.

• Learn, remember, and explain laws, rules, policies, and procedures.

• Exercise good judgment and discretion in applying and interpreting departmental policies and procedures.

• Communicate clearly and concisely, both orally and in writing.

• Establish and maintain effective working relationships with both internal and external customers; and

• Travel infrequently for training and development purposes.

Veterans

Get 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 veteran's preference, you must submit the following documents, as applicable, with your application.

• Copy of the DD-214; member #4.

• Statement of compensation from the Veteran's Administration or

• Copy of the DD1300.

Applicable Military Occupational Specialty (MOS) codes are included, but not limited to one of the following:

42A, SN, 0111, 0170, 3F5X1

Click or copy and paste the following link into your browser to access Military Crosswalk information:

Military Crosswalk for Occupational Category - Administrative Support (texas.gov)

How to apply:

All applications must contain complete job histories, including job title, dates of employment, name of employer, manager'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.