Customer Service Specialist

NORCAL Mutual originated as a physician-owned and directed company to meet the needs of physicians during a time when access to professional liability was scarce. As a leader in the industry for over 30 years, NORCAL Mutual has fought for physician rights and tort reform to ensure the availability of affordable coverage now and in the future.

Under the direct supervision of the Manager, Customer Service, this position provides a high level of customer service via telephone, written correspondence, and in person as required. The Customer Service Specialist will work with other team members to achieve department and corporate goals and objectives.

**Essential Functions:** Individual must be able to perform each essential duty satisfactorily. The essential functions listed below are representative of the knowledge, skill, and/or ability required with or without reasonable accommodation. * Provide a high level of customer service in a timely manner by responding to all customer telephone inquiries involving complex and sensitive insurance coverage, premium calculation, and billing issues. * Independently research, analyze and resolve customer issues within authority. This includes working with Underwriters to ensure effective risk analysis to evaluate coverage and policy changes. * Perform data entry into OASIS and other electronic files/databases, as well as completing file documentation. * Educate policyholders and physicians in understanding the terms and conditions of their coverage, effects of proposed policy changes, guide them in making appropriate coverage decisions. * Educate policyholders and applicants regarding NORCAL’s corporate policies, procedures and guidelines. **Fiscal Responsibilities:** * N/A **Supervisory Responsibilities:** * N/A **Expenses:** * Employees must be able to pay for certain business expenses in advance. Examples include such items as airline tickets, rental cars, hotel deposits, seminar registrations, etc. Employees are eligible for reimbursement for such expenses through the Expense Reimbursement Policy.

**Required Driving:** * 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 activity. * The employee must occasionally lift and/or move up to 10 pounds. * Exposure to LCD on a daily basis. * Moderate noise level is usual. **Education:** * BA/BS Degree in business or related area or commensurate work experience **Experience Required:** * Minimum of 2 years work related experience. * At least 3 years experience in customer service preferred. **Skills Required:** * Demonstrate effective teamwork by working with others within the unit, department, and throughout NORCAL. * Able to follow detailed procedures and practices while maintaining an organized workflow. * Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, and other software programs related to underwriting (e.g., experience rating tools). * Able to manage multiple priorities while maintaining a high degree of detail orientation. * Demonstrate excellent oral and written communication skills. * Exercise discretion and maintain confidentiality using demonstrated poise, tact, and diplomacy.