Customer Service Assistant

NORCAL Mutual Insurance Company Mechanicsburg, PA

SUMMARY: Reporting directly to the Customer Service Manager, the Customer Service Assistant provides support to the Customer Service Unit and is responsible for accurately and independently handling and processing third-party loss history letters and related requests. Some documents are printed from web-based templates while others require research and analysis.

Essential Functions: Incumbent must have the skills and ability to perform the following essential job duties and responsibilities with or without reasonable accommodation:

* Analyze, develop and maintain reports for third-party loss history runs;

* Independently research OASIS to locate claims history information regarding physicians and groups for the preparation of manual third-party loss history letters;

* Provide timely and excellent customer service by responding to all external and internal customer requests via facsimile, e-mail, USPS mail, and telephone. Generate and process loss runs and third-party loss history letters through E-Services and/or manually through OASIS as needed;

* Under the direction of the Customer Service Manager or her designee, review customer issues concerning loss runs and third-party loss history letters. Refer clients to the appropriate Claims representative for additional report details;

* Train internal and external customers on NORCAL's quality service procedures for handling loss runs and third-party loss history letters;

* Work with various customers, such as physicians and brokers obtain needed information for issuing loss runs and third-party loss history letters;

* Collect, sort and distribute Unit mail and faxes according to guidelines;

* Provide customer service to internal and external clients via phone and written correspondence as necessary.

* Work with internal and external customers in a professional and courteous manner while observing discretion and confidentiality at all times.

Non-Essential Functions:

* None

Physical/Environmental Working Conditions:

* General office environment is primarily sedentary work which requires the following physical activities: standing, sitting, walking, reaching, lifting, finger dexterity, grasping, repetitive motions, talking, hearing and visual acuity.

* The employee must occasionally lift and/or move up to 10 pounds.

* Exposure to LCD on a daily basis.

* A moderate noise level is usual.


* AA/AS degree or equivalent work experience is preferred.

Experience Required:

* Minimum of three years general office experience required.

Skills Required:

* Proficient data entry skills with the ability to extract data as necessary.

* Intermediate to Advanced MS Office skills including Word, Excel, Outlook and an automated workflow process.

* Ability to independently develop and implement detailed work processes and practices in an organized and prioritized workflow in order to maintain a heavy and very repetitive workload with a very low error rate.

* Ability to learn new and specialized company systems.

* Ability to type quickly and accurately with minimal errors.

* Excellent oral and written communication skills.

* Ability to manage multiple priorities while maintaining a high degree of detail and quality control.

* High level of investigative, research and analytical abilities while continuously exhibiting strong detail orientation, honesty and integrity.

* Excellent customer service and interpersonal skills with strong ability to work effectively in a team across all locations.

NORCAL rewards eligible employees with competitive salaries and a superb benefits program including the following:

* Excellent Health Benefits including Medical, Dental & Vision effective on 1st day of employment

* Employee Bonus Program

* Healthcare Flexible Spending & Dependent Care Accounts

* 401(k) and 401(k) match program plus 3% non-elective employer contribution

* Wellness Reimbursement

* Adoption Assistance Program

* Education Reimbursement Program

* 7.5 hour work days – 37.5 hour work week

* 4 weeks of PTO per year at time of hire and accrued per pay period

NORCAL is an Equal Employment Opportunity Employer

This description portrays in general terms the type and levels of work performed and is not intended to be all-inclusive or represent specific duties of any one individual. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.