Bilingual - BWC Customer Service Civil Service Exam

Our Culture:

BWC is a dynamic organization that offers career opportunities across many different disciplines. BWC strives to maintain an inclusive workplace. We begin by being an equal opportunity employer. Employees can participate in and lead employee work groups, participate in on-line forums and learn about how different perspectives can improve leadership skills.

CIVIL SERVICE EXAM:

The Bureau of Workers' Compensation (BWC) periodically hires Customer Service Representatives (CSRs) at our Customer Contact Center location in downtown Columbus. Individuals who are interested in being considered for these positions must pass a civil service examination. Those who pass the examination will be maintained on an eligibility list for one year following the examination and will be given consideration for CSR positions being filled during that period. BWC CSR positions are not announced to the general public. Unless you are currently a BWC employee and member of the OCSEA union, the only way you can be given consideration for these positions is to take and pass the BWC CSR civil service examination.

The BWC Customer Service Representatives are individuals responsible for delivering superior customer service in an inbound Customer Contact Call Center environment. These positions provide personalized service (via telephone/email/live chat/fax) requiring approximately 6 - 7 hours of direct customer phone contact daily.

This position is designated as a remote position which allows for the work to be completed in a location other than a BWC office. However, the incumbent will have to report in-person to BWC headquarters in Columbus, OH five (5) days a week for the initial training period, which will last approximately two (2) months.

After training is completed, the incumbent of this position will work remotely, but must be able to report to a BWC office within a reasonable period of time and on relatively short notice should the need arise.

A Civil Service Examination will be administered to applicants who meet the minimum qualifications of the position. This test session will include the standard CSR civil service exam and, for those who indicate they are bi-lingual in their application, a Spanish test component will be administered.

About the Job:

• Under general supervision, provides information/assistance to customers in order to resolve inquiries &/or complaints concerning Ohio workers’ compensation coverage.
• Responds verbally (i.e., face-to-face or telephone) &/or in writing (i.e., email, web chat) to inquiries from BWC’s employers, third party representatives, accountants, injured workers, managed care organizations, providers, state agencies & general public regarding a multitude of claims issues (e.g., claim status, disability, lump sum payments, travel expenses, wages, medical bills, risk information, changes of address, lost/stolen checks, status of indemnity/medical paid, how to initiate &/or reactivate claim, how to file legal bill payment, how to obtain worker’s compensation coverage for new businesses).
• Provides technical assistance concerning use/navigation of OhioBWC.com.
• Explains BWC policies & procedures to customers; establishes binder/applications. maintenance, demographics, supplemental & legal entities, manual classifications, debits/credits & payroll reports &/or various programs (e.g., $15,000 medical only, drug free safety program, group & retro).
• Researches & explains employer refunds, attorney general balances, payments made to policies &/or dividend credits.
• Interprets & explains reportable & non-reportable remuneration, officer limitations for reportable payroll & public employer volunteer minimum report amounts for reportable payroll.
• Processes employer payroll report & takes payments & revises/bill employers security deposits; analyzes & interprets information housed on BWC systems (e.g., website, BWCweb, CoreSuite, Cambridge) to determine appropriate response for customers.
• Identifies & contacts appropriate resource within BWC if unable to resolve customer issue.
• Accurately documents (electronically) reason codes for each call handled to allow for statistical analysis on customer inquiries.
• Identifies & reports customer trends to call center management (e.g., high volume of calls from customers on a specific issue).
• Handles overflow of telephone inquiries from other BWC telephone numbers.
• Mails forms &/or information to injured workers, employers &/or providers &/or their representatives.
• Assists in providing information in response to Ohio Business Gateway inquiries.

What’s in it for you:

Salary:

Annual wage increases after reaching step 2

After 5 years of employment longevity pay supplement is given

Bi-lingual Representatives are paid an additional $1.10/hour supplement

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

Medical Coverage

• Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

Dental, Vision and Basic Life Insurance

• Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation.

Time Away From Work and Work/Life Balance

• Paid time off, including vacation, personal, and sick leave
• 11 paid holidays per year
• Childbirth/Adoption leave

Employee Development Funds

• The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.

Ohio Public Employees Retirement System

• OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee’s salary. Visit the OPERS website

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website

Knowledge, Skills, and Abilities

Knowledge of Bureau of Workers' Compensation policies, procedures, & programs regarding workers’ compensation claims & workers’ compensation coverage*; speech &/or oral communications; public relations; addition, subtraction, multiplication, & division of whole numbers, fractions, decimals, & percentages; IRS Publication 525 & the Health Insurance Portability & Accountability Act (i.e., HIPAA)*; Ohio Revised Codes Sections 4121 & 4123*.

Skill in operation of personal computer, calculator, &/or keyboard. Ability to gather, collate, & classify information about data, people, or things; ability to read, write and speak Spanish; apply rules & regulations to specific, occasionally unfamiliar, problems; prepare meaningful, concise, & accurate reports & written responses; maintain accurate records; deal with angry or hostile public.

(*) Developed after employment.

MINIMUM CLASS QUALIFICATIONS FOR EMPLOYMENT:

• 12 mos. trg. or 12 mos. exp. in public relations or position responsible for receiving & responding to written & verbal public inquiries &/or complaints; formal education in arithmetic that includes addition & subtraction & in reading, writing, & speaking common English vocabulary.
• Or
• equivalent of Minimum Class Qualifications for Employment noted above.

Please note BWC defines "public relations" as any experience with the general public that involves providing basic customer service.

Additional Information

Scope of Civil Service Examination: This examination consists of a written multiple-choice test concerning your ability to: communicate in writing; perform general math including adding, subtracting, multiplying, and dividing numbers; comprehend written material; provide customer service; and solve problems.

Maximum Time Allowed: 75 minutes for the Civil Service Examination. For candidates taking the Spanish proficiency test, an additional 30 minutes will be provided to complete that component.

Place of Examination: The examination will take place in Columbus, Ohio. Applicants who qualify to take the exam will be notified of the exact time and place to report for the examination. Notifications will be sent by email.

All applicants are required to present photo identification prior to taking the examination.

A military credit will be provided to:
(1) Any resident of Ohio who has completed service in the uniformed services and has been honorably discharged or transferred to the reserve with evidence of satisfactory service OR any resident of Ohio who, as a member of a reserve component of the armed forces of the United States, including the Ohio National Guard, has completed more than 180 days of active duty service. The credit is an additional 20% of the total passing score.

To claim this credit, you must provide a copy of your DD 214 that indicates your honorable discharge.

(2) Any resident of Ohio who is a member in good standing of a reserve component of the armed forces of the United States, including the Ohio National Guard, and who has successfully completed the entry-level training. The credit is an additional 15% of the total passing score.

To claim this credit, you must provide a copy of your DD 214 that indicates successful completion of your training.

A person may only claim one (1) of these credits.

Educational Transcripts:
For any educational achievements to be considered during the screening process, you must at least attach an unofficial transcript that details the coursework you have completed.