Customer Service Representative 2

Idaho Department of Insurance

Applications will be accepted through 11:59 PM MST on the posting end date.

The Idaho Department of Insurance (DOI) is searching for a Customer Service Representative 2 (CSR2) to join the Senior Health Insurance Benefits Advisors (SHIBA) Program team. This position reports directly to the SHIBA Program Supervisor and will be supported by the SHIBA Program team across all SHIBA locations in Idaho.

This position is responsible for answering the SHIBA hotline and providing great customer service to senior Idahoans over the phone and in person. Additionally, this position performs a variety of office support functions including researching and interpreting information to make decisions and resolve issues.

Ideal candidates will have a passion for helping others and have experience in providing great customer service. This position will receive paid training and certifications to successfully counsel and assist Idahoans with solutions to Medicare inquiries.

Example of Duties:

• Work with customers on the phone and/or in-person conducting in-depth interviews to determine needs and provide consultative services regarding Medicare and related products
• Research information and interpret laws and/or technical information to clarify, explain, and resolve non-routine inquiries, which at times may be beyond existing procedures and where there may be no clear procedural response
• Provide specialized information about agency programs, department services, procedures, and rationale for decisions to customers
• Work with IT Services and others to troubleshoot technical helpline software issues
• Assist SHIBA staff to collect and analyze helpline data, identify customer service problems, make recommendations, and plan, coordinate, and communicate program changes to enhance the customer experience
• Assist with training and coordination of helpline volunteers and seasonal staff
• Schedule counseling appointments and register callers for classes using calendar tools

Minimum Qualifications:

Some knowledge of:

• Interviewing methods

Experience:

• Conducting sensitive fact-finding interviews

Both qualifications above are typically gained by at least six (6) months of full-time work experience where you used interviewing methods to conduct fact-finding interviews to elicit personal, financial, or medical facts of a sensitive nature; OR the successful completion of college-level courses or professional training related to interviewing methods and conducting fact-finding interviews. Asking questions as a receptionist is not in-depth enough to qualify.

• Interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments

Typically gained through at least six (6) months of full-time work experience interpreting, explaining, and applying regulations, laws, or complex policies to carry out assignments such as processing documents and helping customers through processes; OR you have successfully completed college-level coursework/training related to interpreting, explaining, and applying regulations, laws, or policies. General receptionist duties are not at the level required for this position.

• Accessing data using a computerized system

Typically gained by at least six (6) months of full-time work experience regularly performing the duty listed above; OR you have successfully completed college-level coursework/training related to accessing data using a computerized system.

• Independently handling complaints and upset individuals in a business setting

Typically gained by at least six (6) months of full-time work experience helping individuals who are in high-need situations and may be upset, and you were responsible for de-escalating the situation to address the complaint. Experience in a retail environment providing customer service qualifies this requirement. Personal, family-type situations do not qualify.

Desired Qualifications (not required):

Experience:

• Answering phones professionally and responding to customer inquiries
• Maintaining strict confidentiality of non-public information
• Using independent judgement to solve problems

Supplemental Information:

• The selected candidate will be required to successfully pass a fingerprint background check and every five (5) years thereafter.

The mission of the Department of Insurance is to serve and protect Idahoans by equitably, effectively, and efficiently administering the Idaho Insurance Code and the International Fire Code.

The Department of Insurance is in downtown Boise across the street from the State Capitol Building. Boise consistently receives top accolades as one of the best places to live in the country! To learn more about Idaho DOI and the important work we do, go to the DOI website, and follow us on Facebook, X (Formerly Twitter), LinkedIn, and Instagram!

Recruitment Contact: Questions about the position or the application process can be directed to Claire Churchill, Human Resource Business Partner III, at claire.churchill@dhr.idaho.gov.

Benefits:

This benefited position enjoys:

• Excellent medical, dental, and vision insurance health plans
• Nationally recognized PERSI retirement benefits
• Paid sick and vacation leave accrual upon hire
• Paid parental leave
• 11 paid holidays annually
• A healthy work-life balance
• Career growth and professional development opportunities

For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.*

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov.

Preference may be given to veterans who qualify under state and federal laws and regulations.