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 telecommuting.
• 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 downtown Austin parking.
• Free comprehensive medical insurance for full-time employees, and the state pays 50% of the premium costs for dependents.

Customer Service Representative IV (Customer Service Agent)

The Customer Service Agent (CSA) performs advanced (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 moderate latitude for the use of initiative and independent judgment.

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.

This position requires:

• Graduation from high school or equivalent.
• Two years full-time experience providing customer service in an office environment.
• College hours in course work relevant to position may be substituted for experience on a year for year basis.

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:

• Office practices and administrative procedures; and
• Microsoft Word and Outlook.

This position requires demonstrated skill in:

• Providing excellent customer service.
• Explaining complex information to others.
• Planning, decision-making and problem-solving; and
• Use of correct grammar, punctuation, and spelling.

This position requires the demonstrated ability to:

• Learn, remember, and explain laws, rules, policies, and procedures.
• Maintain confidentiality of claim file and complaint information.
• 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:

Click or copy and paste this link into your browser: www.texasskillstowork.com for 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.

Job Type: Full-time

Pay: $3,500.00 per month

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Hybrid remote in Houston, TX 77023

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