This posting is scheduled to close on Sunday, August 3rd at 11:59pm MDT. If a sufficient number of qualified applications are received, this posting may close early. Apply today!

About the job:

Are you ready to kickstart an exciting and rewarding career where you make a real impact? Montana State Fund is looking for an enthusiastic and driven individual to join our team as a Customer Service Specialist! As a Customer Service Specialist, you'll be at the heart of supporting our policyholders and agency partners. You'll dive into our policy management system to learn the ins and outs of building new policies, while also becoming a trusted resource by answering questions and resolving policy issues. 

This role involves collaborative problem-solving, working side-by-side with internal teams to craft tailored solutions for our customers' unique needs. You'll master the ongoing policy management, from accurate payroll entry to premium audits and issuing crucial documents, all while engaging with a diverse range of external resources.

We're committed to your professional growth from day one. Your journey to becoming a Customer Service Specialist II begins with a robust training program designed to get you up to speed within 12 months of hire. The program starts with three months of intensive onsite training, followed by three months of flexible onsite, hybrid, or remote learning. The remaining time, up to six months, is dedicated to skill development, ensuring you're fully prepared and confident in your promotion to a Customer Service Specialist II position.

Required Skills

What you will do:

• Policy Administration & Accounts: Handle new policy applications, accurately review and enter payroll reports, and process premium audits. Manage policy cancellations, reinstatements, and address billing inquiries. Provide loss runs and reconcile canceled policies as needed. Complete all tasks according to MSF's best practices, procedures, guidelines, and the SCOPES manual. Follow organizational policies, procedures, sales and service standards, and established workflows. Maintain quality control through proper file documentation and ensure customer confidentiality. Meticulously check policies, endorsements, and audits for accuracy to provide a seamless customer experience.
• Customer & Agent Engagement: Promptly log into phones, take customer calls, and respond to policyholder and agent inquiries. Diligently follow up to obtain and provide needed information, fostering trust and positive relationships. Provide customers with insurance coverage analysis and recommendations for improved coverage. Prepare proposal materials and respond to detailed policy inquiries. Work with policyholders and their agents to offer additional services, such as safety visits. Proactively seek to avoid potential policy disruptions, like significant billing changes, focusing on customer satisfaction. Consistently ensure customer needs are fully met, communicate additional information, and make every interaction with MSF positive, informative, and creating a lasting favorable impression.
• Claims Support & Operational Assistance: Accurately enter phone First Reports of Injury details according to claim handling resources. Research discrepancies and complete all required follow-up activities, keeping the customer informed throughout. Offer backup coverage to others primarily responsible for entering physical and online First Reports of Injury.
• Perform other tasks as determined by the Customer Service Specialist leader, contributing to overall team and departmental efficiency.

Required Experience

What you will need (minimum qualifications): 

To be considered for this role, you'll need to meet one of the following criteria:

• High school diploma or GED plus 3 years business office and customer service experience,
  OR
• Associates degree plus one year of relevant customer service experience,
  OR
• Bachelor’s degree (preferred)

In addition to the qualifications listed above, we're looking for someone who also brings the following:

• Proficiency in Microsoft Word and Excel. You'll be using these tools regularly, so it helps if you're comfortable navigating them.
• Skill in using multiple computer screens and serving customers by phone and in person. Our customer service involves a lot of multitasking, and we'll help you get comfortable with our systems, but it's a plus if you're already familiar with these tools.
• Basic knowledge of standard office equipment. You'll be interacting with various tech tools in your daily routine.
• The ability to obtain a State of Montana Casualty Producer License within 90 days of employment, with a maximum of four test attempts. Don't worry, we'll support you through this process!
• A successful state and federal background check by the Montana Department of Justice, which is part of the licensing process and requires fingerprinting.

Job location: The initial three months of the training are onsite in our Helena, Montana office. The remaining nine months of the training/skill development may be onsite or hybrid learning. 

Compensation and Benefits: Pay range 1D. Starting salary for this exempt position begins at $36,600 - $45,700.  

Montana State Fund offers excellent benefits, paid time off, and a competitive compensation program, including:

• Excellent health insurance with dental, vision, life, long-term disability and more, with optional dependent coverage.
• Flexible spending accounts for dependent care and medical expenses.
• Public employees’ retirement plan tax-deferred contributions with a generous employer match.
• Optional 457(b) deferred compensation to further increase retirement savings.
• Higher education reimbursement and other training and development programs.
• Robust personal leave, paid holidays, and extended leave. 

Learn more about working at MSF: click here

Are you interested in this opportunity? Apply today!