What are the responsibilities and job description for the MANAGER I, STATE COMPENSATION INSURANCE FUND position at State Compensation Insurance Fund?
Under direction of the Service Center Manager II, the Service Center Assistant Underwriting Manager is responsible for acting in compliance with Corporate Underwriting Guidelines and Procedures whose primary responsibility is managing a servicing team. This consists of a team providing on-going customer service and policy maintenance to policyholders and brokers through various channels including phone, chat and email. Additionally, the position will involve working collaboratively with various departments across State Fund to provide a positive customer experience.
Key Responsibilities:
- Oversee daily operations for a team within a service center
- Assist in developing and implementing operational strategies by participating in the Service Center Innovation Project to enhance customer satisfaction and service quality
- Monitor and evaluate performance of customer service representatives and provide constructive feedback and coaching
- Handle escalated customer inquiries and customer complaints, ensuring resolution in a timely and professional manner
- Coordinate scheduling and staffing across service center teams and Workforce Management team to ensure optimal service delivery
- Collaborate with Service Center leadership teams to implement process improvements and best practices
- Proven experience in a customer service center or contact center environment
- Knowledge in workers’ compensation insurance with a full understanding of the policy life cycle
- Ability to learn and adapt to new technology
- Work effectively as a team member contributing positively to the success of the service center
This is a 12-month limited term position which may be extended, cancelled, or made permanent at any time.
New to state candidates will be hired into the minimum salary of the classification or minimum of the alternate salary range when applicable. Placement to alternate salary range may be based on education or experience identified in your state application.
You will find additional information about the job in the Duty Statement.
Working Conditions
Telework may be available and is subject to change based on State Fund guidelines and business needs.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.- MANAGER I, STATE COMPENSATION INSURANCE FUND
Additional Documents
- Job Application Package Checklist
- Duty Statement
Position Details
Department Information
Department Website: http://www.statefundca.com
Special Requirements
Resumes submitted in lieu of the STD 678 may not be accepted. Completed STD 678 must include duties performed, start and end dates, and hours worked per week for each position held.
The successful candidate must reside in California upon appointment.
Candidates must include a completed State Application Form (STD. 678), a current resume and a written Statement of Qualification (SOQ). Applications will not be considered if the application is not completed appropriately and/or if required information is not submitted with the application.
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 2/28/2025Who May Apply
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:
- Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
- Resume is required and must be included.
- Statement of Qualifications -
In no more than one page please explain how your experience, skills and career aspirations make you an ideal candidate for this position.
Desirable Qualifications
New to state candidates will be hired into the minimum salary of the classification or minimum of the alternate salary range when applicable. Placement to alternate salary range may be based on education or experience identified in your state application.
Benefits
Health Benefits Program (CalPERS), Retirement (CalPERS), Employer Health and Consolidated Benefits Contributions, Dental, Vision, 401(k) and 457 Deferred Compensation Plans, Employee Assistance Program, Group Legal Services Insurance, Holidays, Vacation/Sick/Other Paid Leave, Flex Elect Reimbursement Program, Wellness and Recognition, Alternate Work Schedules, Transit Pass Program, Tuition Reimbursement, Dependent Scholarship Program, Leadership Training, Mentoring Program
https://www.statefundca.com//Home/StaticIndexid=https://content.statefundca.com//careers/Index.asp
Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Department Website: http://www.statefundca.com
Human Resources Contact:
Melissa Chaffins
(916) 924-5121
MAChaffins@scif.com
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.
EEO Contact:Rosa Gil-Robles
(800) 499-8668
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Background Investigation
Acknowledgement
Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
