Support Job Listing and Description

							                 Job Listing
Administration

                 Receptionist




                 Mail Processor




                 Office Support Associate



                 Senior Office Support Associate




                 Administrative Assistant I




                 Administrative Assistant II




                 Administrative Assistant III
                  Executive Assistant




                  Executive Assistant - Senior




                  Secretary to CEO/COO/President of the
                  Organization




                  Legal Secretary



                  Senior Legal Secretary




                  Unit Leader




                  Field Office Supervisor I



Administration - Field Office Supervisor Job Family
                Field Office Supervisor II




                Field Office Supervisor III




                Document Analyst I




                Document Analyst II



Administration - Document Handling

                Micrographics Specialist




                Claim Clerk I




                 Claim Clerk II



                 Claim Clerk III


Claim

                Claim Assistant I
Claim Assistant II




Claim Assistant III




Inside Claim Representative I




Inside Claim Representative II




Inside Claim Representative III




Inside Claim Representative IV
Claim Representative I




Claim Representative II




Claim Representative III




Claim Representative IV




Medical Bill Processor




Medical Bill Reviewer




Medical Bill Specialist
               Medical Bill Team Leader / Supervisor




               Auto Damage Appraisal Coordinator




               Special Claims Investigator Specialist




               Data Control Specialist




               Claims Supervisor




Underwriting

               Underwriting Clerk




               Senior Underwriting Clerk




               Rater/Coder Trainee



               Rater/Coder I
                Rater/Coder II



                Rater/Coder III



                Underwriting Assistant



                Senior Underwriting Assistant



                Underwriting Technical Specialist


Premium Accounting and Audit

                Premium Accounting Clerk




                Premium Accounting Technician




                Premium Auditor - Trainee




                Premium Auditor




                Senior Premium Auditor
                   Special Accounts Auditor




                   Special Accounts Auditor




                   Premium Telephone Auditor - Trainee



                   Premium Telephone Auditor



                   Senior Premium Telephone Auditor


Customer Service
                   Associate Customer Service
                   Representative




                   Customer Service Representative




                   Senior Customer Service Representative




Licensing
               Licensing Assistant



               Licensing Analyst



               Senior Licensing Analyst



               Licensing Specialist




               Data Analyst I




               Data Analyst II




               Data Analyst III




Actuarial
               Actuarial Data Specialist




               Senior Actuarial Data Specialist




Loss Control
               Loss Control Clerk - Entry
                  Loss Control Clerk - Intermediate




                  Loss Control Technician




New Product Development
                  Compliance Specialist - Associate


Remittance / Billing
                  Compliance Specialist - Intermediate



                  Compliance Specialist - Senior



                  Remittance Rep I


                  Remittance Rep II



                  Remittance Rep III



                  Remittance Rep IV


                  Billing Rep I



                  Billing Rep II



                  Billing Rep III
                  Billing Rep IV


Human Resources
                  Human Resources Associate


                  Human Resources Supervisor
Job Descriptions

The Receptionist greets visitors and callers. Receives incoming calls and routes to appropriate person.
Operates system switchboard or telephone console, announces visitors and directs them to proper location.
Refers messages to appropriate parties and maintains records and logs as required. May perform other
duties such as word processing, data entry, sorting, stamping mail to fill in time between calls and visitors.
Up to 6 months of customer service related experience is preferred. Effective communication skills and
The Mail Processor works under direct supervision to perform support tasks such as sorting and delivering
mail to/from workstations or departments, processing outgoing mail using appropriate mailing equipment,
stuffing envelopes or using inserting machines, centralized facsimile handling, ordering, storing and
managing supplies, photocopying and collating documents. May locate, pull, distribute and file
correspondence or files. Perform miscellaneous duties such as maintaining records or logs, matching and
The Office Support Associate provides data entry and word processing support, uses computer to research
information and update files, transcribes tapes, handles printing, sorting and distribution of operational
reports and forms, updates system and runs standard reports, maintains logs and statistics. May process
bills for payment, and provide limited information via phone or face-to-face. Requires 1 year of
Provides data entry and word processing support and verification, uses computer to research information
and update files, transcribes tapes, handles printing, sorting and distribution of operational reports and
forms, updates system and runs standard reports, maintains logs and statistics. Resolves most questions
and problems related to the activity. Adapts procedures, and processes to meet or resolve more complex
Entry and/or developing level. Under general supervision, performs generalized administrative and
support duties including filing, photocopying, word processing, statistical typing, schedule meetings,
prepare and distribute minutes of meetings, and making travel arrangements. May set priorities and
answers correspondence as appropriate. Assembles documents that may include presentation materials.
Resolves routine inquiries. Maintains and extracts information from computer based information sources
(i.e. spreadsheets or databases.) Good grammar, oral communications, time management, and personal
computer and software skills. Requires knowledge of company operations and organizational procedures.
Performs diverse administrative and support duties including filing, photocopying, general word
processing, statistical typing, scheduling meetings, and making travel arrangements. Supports 1 to 3
department managers or a large department. Sets priorities and answers correspondence as appropriate.
Assembles complex and/or sensitive documents that may include presentation graphics. Maintains and
extracts information from computer-based information sources (i.e., spreadsheets or databases). Typically
possesses 2-4 years of secretarial or related experience. Good grammar, oral communications, time
management, and personal computer and software skills (i.e., word processing, spreadsheets, graphics).
Performs advanced secretarial, administrative, and confidential assignments for Senior Management or a
large department. May coordinate day-to-day administrative activities for a large department including
personnel actions, budgets, and expense records. Prepares management reports, travel arrangements, and
typing/word processing assignments. Assembles very complex and/or sensitive documents. Coordinates
appointments and calendars. Maintains and extracts data from computer-based information sources (i.e.,
spreadsheets or databases). Typically possesses 4 plus years secretarial or related experience. Excellent
grammar, oral communications, time management, interpersonal, and personal computer and software
      Performs secretarial, administrative, and confidential assignments for Corporate AVP or Department
      Executive Level Management. Prepares reports, manuals, agendas, and correspondence. Maintains
      sensitive files and records. Refers routine matters to appropriate parties for action and follows up to
      ensure proper disposition. Communicates with line management to gather and convey information
      pertaining to superiors office and responsibilities. Answers telephone calls and tactfully handles inquiries
      and/or refers to appropriate party. Coordinates and makes notifications and arrangements for travel
      reservations and appointments. May prepare and process expense reports for superior. Performs a wide
      variety of normal secretarial, administrative, and clerical details including taking dictation and transcribing
      notes for letters, memos and reports. Operates a variety of general office equipment such as copiers,
      Performs advanced secretarial, administrative, and confidential assignments for Executive-level Managers.
      Prepares reports, manuals, agendas, correspondence and memoranda. Maintains sensitive files and
      records. Reviews and answers mail and inquiries and determines within established guidelines if executive
      action is required. Communicates with administrative and line management to gather and convey
      information pertaining to superiors office and responsibilities. Answers telephone calls and tactfully
      handles inquiries and/or refers to appropriate party. Coordinates and makes notifications and
      arrangements for travel reservations and appointments. May prepare and process expense reports for
      superior. Performs a wide variety of normal secretarial, administrative, and clerical details including taking
      dictation and transcribing notes for letters, memos and reports. Operates a variety of general office
      equipment such as copiers, computer, calculator, fax and similar machines. Interfaces with clerical staff
      Performs diverse and advanced secretarial duties and administrative support for the CEO/COO/President
      of the organization. Assignments involve work of a confidential or complex nature, necessitating exposure
      to sensitive information and contacts requiring considerable discretion, judgment, tact and diplomacy.
      Prepares reports, manuals, agendas, correspondence and memoranda and maintains sensitive files and
      records for superiors. Reviews and answers mail and inquiries on own initiative and determines within
      established guidelines if executive action is required. Answers telephone calls and tactfully handles
      inquiries and/or refers to appropriate party. Coordinates and makes notifications and arrangements for
      travel reservations and appointments. May prepare and process expense reports for superior. Performs a
      wide variety of normal secretarial, administrative, and clerical details including taking dictation and
      transcribing notes for letters, memos and reports. Interfaces with clerical and secretarial staff from within
      Performs basic legal secretarial support for one or more attorneys. Using a PC and related software,
      prepares and revises routine legal documents; maintains a diary system for attorneys; maintains legal lists,
      case files or records; and prepares standard and routine reports. Requires 1-2 years of prior secretarial
      experience. (Please report your lowest level position or entry-level Legal Secretary position).
      Under minimum supervision, performs full legal secretarial functions for one or more attorneys. Controls
      attorney’s workflow, maintains diary and court calendar, prepares reports, which may involve light
      research and legal material. May coordinate legal secretarial/clerical support activities in the unit.
      Requires 3-4 years of prior legal secretarial experience. (Please report your senior or highest level
      The Unit Leader spends the majority (if not all) of the time assisting in the supervision of a business unit.
      Assigns work and assists the Supervisor or Team Leader in maintaining an even workflow in the unit,
      provides recommendations to management regarding performance, discipline, and other staff management
      issues, trains new staff, and prepares reports. May spend time doing the work of the unit or backing up
      people who are out of the office. Requires 2-3 years of related experience, normally within the unit.
      Effective communication skills, excellent keyboard skills, and understanding of department workflows and
      Oversees field office clerical staff size of less than 10. Assigns and monitors work, ensures proper staffing,
      maintains schedules and completes annual performance assessments. Trains staff to perform assigned
      duties. Evaluates work methods and develops and implements new procedures and operations. Completes
      administrative tasks for branch, including maintaining office files, processing paperwork, and maintaining
      field office accounts. May act as liaison to Home Office. Requires 3-5 years experience.
or Job Family
Oversees field office clerical staff size up to 20. Assigns and monitors work, ensures proper staffing,
maintains schedules and completes annual performance assessments. Trains staff to perform assigned
duties. Evaluates work methods and develops and implements new procedures and operations. Completes
various administrative tasks for the branch, including maintaining office files, processing paperwork, and
Oversees field office clerical staff size overas liaison to Home Office. Requires 3-5 years experience.
maintaining field office accounts. May act 20. Assigns and monitors work, ensures proper staffing,
maintains schedules and completes annual performance assessments. Trains staff to perform assigned
duties. Evaluates work methods and develops and implements new procedures and operations. Completes
various administrative tasks for the branch, including maintaining office files, processing paperwork,
maintaining field office accounts. May act as liaison to Home Office. Requires 5 or more years experience.
Under direct supervision, handles mail preparation in an operation requiring learning and application of
complex document handling and indexing protocols. Perform all tasks associated with mailroom
operations as described in the Mail Processor position, plus prepares incoming mail for scanning and
indexing; assembles and separates documents by class and policy/claim number and customer
identification. Completes all tasks relating to the fulfillment, preparation and distribution of outgoing mail,
and the processing, indexing and distributing inter-office mail. Requires 1–2 years of previous mailroom or
Under general supervision, serves as “subject matter expert” for all mailroom operations including tasks
relating to preparing incoming mail for scanning and indexing, outgoing mail and interoffice mail
distribution. Maintain awareness of and provides training on any modifications to associated document
handling protocols. Performs quality review audits, record and monitor performance results to standards,
and assists leaders with the implementation of training and development programs. Requires 2– 3 years of


Under general supervision, performs all tasks associated with preparing and electronically indexing
business documents and correspondence to the associated business unit, insured policy or claim file for the
purpose of document management workflow and record retention. Operates document management
system applications to accurately link electronic images to the appropriate claim, policy and/or business
unit. Checks documents for image quality to ensure documents meet quality control standards. Retrieves
documents as requested and maintains appropriate logs and records. Requires 2 or more year’s document
This is the entry-level position. Under close supervision, assists claim handlers by setting up claim files,
filing correspondence and other material related to claim record as directed. Provides clerical support to
Claim Adjusters and/or Claim Representatives by pulling files, reviewing data and text associated with
claim file. Updates claim files and makes corrections to data input as directed by claim handler. Requires
This is the fully qualified level. Under limited supervision, provides clerical support to Claim Adjusters
and/or Claim Representatives. Locates policies, obtains coverage information from policies, enters loss
information into systems, and orders reports such as police or fire. Processes minor claims such as,
medical only, windshield damage, towing, and pay-related bills. Prepares and maintains records, registers
and schedules. Requires 1-2 years of insurance office clerical experience. (Please report your intermediate
This is the senior level. Provides support to Claim Adjusters and/or Claim Representatives in areas
requiring specialized skills or knowledge. Orders reports and enters information on more complex claims
such as those with coverage questions or recovery potential. Requires 1-2 years of experience as a Claim


Entry level position closely supervised during training and then general supervision. Learns to perform
claim processing and payment functions on basic claims for one or more lines. Examples of claims handled
include wages and medical only (Workers' Compensation), minor first party losses (property), issuing first
party deductible payments (Subrogation), or first party medical payments (bodily injury). Develops
knowledge of coverages, claim processing requirements, and related data processing systems. Learns to
identify claims that are beyond the scope of authority and takes appropriate actions. Claims handled by
this job generally would not involve litigation, permanent disability, liability, coverage questions, or
Demonstrated knowledge of claim concepts and procedures. Ability to organize assigned work and
accurately perform claim processing and payment functions on routine claims for one or more lines with
moderate supervision. Examples of claims handled include wages and medical only (Workers'
Compensation), minor first party losses (property), issuing first party deductible payments (Subrogation),
or first party medical payments (bodily injury). Applied knowledge of coverages, claim processing
requirements, and related data processing systems. Recognizes claims that are beyond the scope of
authority and takes appropriate actions. May assist in training less experienced Claim Assistants. Claims
Senior level position. Advanced knowledge of claim concepts/procedures. Organize assigned work and
accurately perform claim processing and payment functions on large volumes of claims for one or more
lines with minimum supervision. Examples of claims handled include wages and medical only (Workers'
Comp), minor first party losses (property), issuing first party deductible payments (Subrogation), or first
party medical payments (bodily injury). Applied knowledge of coverages, claim processing requirements,
and related data processing systems. Recognizes claims that are beyond scope of authority and takes
appropriate actions. Serves as lead technical and procedural resource and trains less experienced Claim
Assistants. Claims handled by this job generally would not involve litigation, permanent disability, liability,
This is an entry-level Inside Claim Representative position. Works under close supervision and learns to
investigate, evaluate, negotiate and settle auto or property damage claims. With close supervision, is able
to write a simple property damage estimate or review an auto damage estimate. Investigates, through
correspondence or telephone, claims as assigned. Obtains appraisals and other needed information from
insured, claimants, witnesses and other interested parties by telephone and correspondence. Duties
include: analysis of information obtained in order to evaluate claims, coverage determination,
determination of extent of loss or liability; settlement of claims within prescribed limits. Refers claims
This is an intermediate level Inside Claim Representative position. Works under general supervision to
investigate, evaluate, negotiate and settle auto or property damage claims. Is able to write a simple
property damage estimate or review an auto damage estimate. Investigates, through correspondence or
telephone, claims as assigned. Obtains appraisals and other needed information from insured, claimants,
witnesses and other interested parties by telephone and correspondence. Advises insured as to proper
course of action. Duties include analysis of information obtained in order to evaluate claims, determine
coverage's and extent of loss or liability; and settle claims within prescribed limits. Refers claims exceeding
This is a senior level Inside Claim Representative position. Works under limited supervision to investigate,
evaluate, negotiate and settle auto or property damage claims. Is able to write a property damage estimate
or review an auto damage estimate. Investigates, through correspondence or telephone, claims as assigned.
Obtains appraisals and other needed information from insured, claimants, witnesses and other interested
parties. Advises insured as to proper course of action. Duties include analysis of information obtained in
order to evaluate claims, determine coverage and extent of loss or liability; and settle claims within
This is an advanced / specialist level of Inside Claim Representative position. Works under directional
supervision to investigate, evaluate, negotiate and settle auto or property damage claims. Is able to write a
property damage estimate or review an auto damage estimate. Investigates, through correspondence or
telephone, claims as assigned. Obtains appraisals and other needed information from insured, claimants,
witnesses and other interested parties by telephone and correspondence. Advises insured as to proper
course of action. Duties include analysis of information obtained in order to evaluate claims, determine
coverage, extent of loss or liability, and settle claims within prescribed limits. Assist in training newer claim
representatives in claims procedures. Approve higher claim payment levels for less experienced claim
handlers. May handle claim issues for Supervisor in their absence. May work on special projects as
This is an entry-level position used for training for the more complex position of Claim Representative.
Works under close supervision and learns to investigate, evaluate, negotiate and settle one or more types of
property and casualty claims, such as auto physical damage, homeowner's, worker's compensation
(medical & indemnity) or those involving bodily injury. With close supervision, is able to write a simple
property damage estimate or review an auto damage estimate. Obtains appraisals and other needed
information from insured, claimants, witnesses and other interested parties by telephone and
correspondence. Duties include: analysis of information obtained in order to evaluate claims, coverage
determination, investigations, evaluations of losses and proper negotiation of settlement within the
prescribed limits. Refers claims exceeding personal settlement authority to supervisor with or more types
Works under general supervision and learns to investigate, evaluate, negotiate and settle one
of property and casualty claims, such as auto physical damage, homeowner's, worker's compensation
(medical & indemnity) or those involving bodily injury. With close supervision, is able to write a simple
property damage estimate or review an auto damage estimate. Obtains appraisals and other needed
information from insured, claimants, witnesses and other interested parties by telephone, interviews, and
correspondence. Duties include: analysis of information obtained in order to evaluate claims, coverage
determination, investigations, evaluations of losses and proper negotiation of settlement within the
Works under limited supervision and investigates, evaluates, negotiates and settles one or more types of
property and casualty claims, such as auto physical damage, homeowner's, worker's compensation
(medical & indemnity) or those involving bodily injury. Writes complex property damage estimates,
reviews auto damage estimates . Obtains appraisals and other needed information from insured, claimants,
witnesses and other interested parties by telephone, interviews, and correspondence. Duties include:
analysis of information obtained in order to evaluate claims, coverage determination, investigations, the
handling of litigated files, and evaluations of losses and proper negotiation of settlement within the
Investigates, evaluates, negotiates and settles auto or property damage claims requiring more detailed
investigation than those handled by claims assistants and lower level representatives and may involve
more significant losses, litigation, permanent disability coverage and damages. Obtains appraisals and
other needed information from insured, claimants, witnesses and other interested parties by telephone,
correspondence, and interviews. Advises insured as to proper course of action. Duties include analysis of
information obtained in order to evaluate claims, determines coverage's, extent of loss or liability; handles
litigates files when necessary and negotiates the final settlement. Assist in training newer claim
representatives in claims procedures. Approve higher claim payment levels for less experienced claim
Under direct supervision, processes and pays medical bills in accordance with state and company policies
and guidelines. Performs data entry of bills submitted for payment, accurately recording transactional
information into company’s data system. Processes bills submitted for medical treatment; responds to
inquiries from claimants, medical providers and other internal company employees regarding payment for
services provided under workers’ compensation. May communicate with medical providers regarding
payment or denial of payment. Maintains ICD – 9 and CPT – 4 coding terminology. Requires up to 1 year of
Under general supervision, audits medical charges to insure appropriate reimbursement in accordance
with state fee schedules or usual and customary guidelines. Determines relatedness, causality and
appropriateness of treatment based on the compensable injury. Identifies potential fraudulent claims and
assists adjusters with SIU referrals. Handles telephonic and written customer service inquiries. Makes
claim referral decisions of a limited scope. Enters data into claim document files. Requires 2 – 3 years of
Under limited supervision, serves as “subject matter expert” to medical bill payment process. Reviews and
investigates bills forwarded by Medical Bill Processors for special handling. Resolves medical bill
processing issues to ensure medical payments are adjudicated in accordance with state and company
guidelines. Supports quality of operational activities which may include: review of medical bill transaction
record keeping, tracking payment transfer batches and error logs, identification of medical bill payment
trends, file maintenance of key systems tables, and assist with vendor inquiries regarding payment and/or
complaint issues. Assists in identifying training issues and may provide training to processors. Requires 3
Provides direction and leadership to medical bill processors to ensure accuracy and timely payment of
medical bills in accordance with Workers’ Compensation Commission and company policies and guidelines.
Resolves medical bill processing issues to ensure medical payments are adjudicated appropriately.
Reviews daily production, exception, and business rule reports to identify and address problem areas.
Monitors quality and quantity of work performed and provides feedback to each processor for
improvement. May be responsible for the selection and training of team personnel and the initiation of
Provides clerical support within auto damage appraisal function. Coordinates and distributes daily
assignments to auto appraisers for drive in, non-drive, and supplemental estimates. Verifies vehicle
locations, update appraisal activities to claim files, and routes completed appraisal paperwork to
appropriate handlers. May obtain vehicle and/or repair-related information from insured, claimants, and
other interested parties by phone. Effective communication and keyboard skills required. Requires 2 – 4
Provide assistance to units assigned to conduct special claim investigations (i.e. worker’s compensation,
property, and liability cases) Using established criteria, reviews, searches, and analyzes computer and file
data for trends and patterns. Performs inquiries through on-line public databases. Uses computer software
to prepare profile charts, flow charts, and graphics to display information. Handles confidential documents
and information. Communicates with outside vendors and law enforcement departments. Requires 2 – 4
Performs various system-related and clerical tasks related to claims processing. Completes daily balancing
of system transactions. Enters checks and retrieves claims and coverage information. Completes various
transactions related to claim payments. Acts as a liaison to Home Office and remote personnel regarding
issues related to system and claims processing and policy availability. Resolves problems as necessary.
Trains users on various systems. Answers system-related procedural questions. Performs general clerical
duties, including answering telephones, locating files, filing, recording information, gathering and
distributing items. Maintains office equipment, including printers and copiers. Requires 2 years of previous
Responsible for the supervision of a unit of claims adjusters and or claim representatives, both inside
and/or outside, to ensure appropriate claim outcomes. Manage the assignment of losses to claims staff and
provide technical direction and ongoing guidance through effective diary management. Ensure timely,
accurate documentation of claim activity. Select, train, coach and mentor unit personnel. Plan staff
responsibilities and direct activities, utilizing staff resources effectively to meet department goals in
accordance with approved plans and budgets. Ensure appropriate case reserves consistent with company


This is the fully qualified level. Under general supervision, provides clerical support to Underwriters and
Rater/Coders. Researches and corrects routine and complex system errors. Types and/or processes a
variety of reports, filings, and cancellation letters to comply with legal requirements. Enters or retrieves
policy information and inputs routine and non-routine entries and transactions. Handles billing questions
and communicates with Agents and Policyholders. Requires 1-2 years of insurance office clerical
Provides support to Underwriters in areas requiring specialized skills or knowledge. Reviews and
processes complex policy changes and makes correction entries to policies. Reviews and resolves
discrepancies on suspense account listings, verifies rate accuracy, performs quality control checks, and may
independently handle questions within the unit. Prepares policy for typing. May train new Underwriting
Clerks and/or serve as a lead contributor. Requires 1-2 years as an Underwriting Clerk. (Please report your
Interprets and analyzes data for the preparation of premium charges and policy issuance provided by
underwriters, agents, insured's, etc. Reviews renewals and endorsements and computes premiums on
basic issuance's, renewals, endorsements and cancellations based on proper rate selection, rules, and
company procedures. Codes all rated information and enters data into computer terminal. This is an entry
Interprets and analyzes data for the preparation of premium charges and policy issuance provided by
underwriters, agents, insured's, etc. Reviews renewals and endorsements and computes premiums on
basic issuance's, renewals, endorsements and cancellations based on proper rate selection, rules, and
company procedures. Codes all rated information and enters data into computer terminal. Requires 6
Interprets and analyzes data for the preparation of premium charges and policy issuance provided by
underwriters, agents, insured's, etc. Reviews renewals and endorsements and computes premiums on
complex and multi-line issuance's, renewals, endorsements and cancellations based on proper rate
selection, rules, and company procedures. Codes all rated information and enters data into computer
Interprets and analyzes data for the preparation of premium charges and policy issuance provided by
underwriters, agents, insured's, etc. Reviews renewals and endorsements and computes premiums on
exceedingly complex and multi-line issuance's, renewals, endorsements and cancellations based on proper
rate selection, rules, and company procedures. Aids in research and problem resolution regarding
This is the entry level position to the job family. Under general supervision, reviews and processes
routine/simple policy changes, compiles information, and prepares incoming applications for underwriting
review. Works with other departments to resolve routine issues. Has general insurance experience as a
rater or experience as an insurance clerk. Basic computer or typing skills preferred.
This is the fully qualified level. Under general supervision, has functional knowledge for entering,
correcting, servicing, and/or rating for assigned lines of business. Handles transactions of non-routine,
complex files. Serves as a technical resource regarding procedures, training, and resource materials.
Performs processing tasks and compiles information and reports for underwriting decisions. Typically
Serves as a lead technical and procedural resource. Researches and resolves complex errors and questions
regarding processes/procedures. Assists management in identifying/assessing training needs, assist in
developing training materials, and coordinate/deliver training to others in a group or classroom setting. As
directed, may conduct surveys for quality control and compiles and interprets the results for presentation.


Performs premium accounting/clerical activities of intermediate difficulty with knowledge of premium
accounting transactions requiring collection of premiums, assembling and auditing of accounts, processing
and posting of account cash, reconciliation of account discrepancies and preparation of various reports.
Work requires tracing transactions and verifying contracts, policy information and account status.
Requires 1-2 years of premium accounting collection experience. (Please report your intermediate level
Performs complex premium accounting/clerical activities requiring working knowledge of premium
accounting practices and procedures, a basic understanding of insurance as related to premium accounting
and the ability to read, analyze and interpret various accounting journals and registers and underwriting
and rating documents. Troubleshoots and determines the cause of discrepancies and initiates corrective
action. Position may handle the full realm of accounts and recommend cancellation of a policy due to non-
payment within general guidelines. Requires 2-3 years of premium accounting experience. (Please report
In a trainee capacity, learns to perform physical premium audits at the policyholder's location in
accordance with state rules, classifications, and rates for Workers' Compensation and Commercial Lines
Insurance. Under direct supervision, performs examination of policyholders' accounting and financial
records to insure accurate calculation of earned premium for smaller, less complex risks. Requires up to 1
Conducts premium audits as assigned in accordance with the Company's Premium Audit Plan and the
state's rules, classifications and rates for Workers' Compensation and Commercial Lines Insurance.
Reviews the insureds business operations, including examining, verifying and recording pertinent records
including bookkeeping, payroll, accounting and other releveant financial/business data to determine the
true earned premium due. Provides training and mentoring to entry level Premium Auditors. Requires 1 -
Conducts premium audits as assigned in accordance with the Company's Premium Audit Plan and the
state's rules, classifications and rates for Workeres' Compensation and Commercial Lines Insurance.
Reviews the insureds business operations, including examining, verifying and recording pertinent records
including bookkeeping, payroll, accounting and other releveant financial/business data to determine the
true earned premium due. Duties are performed at the nonsupervisory level and may provide training and
Conducts premium audits as assigned in accordance with the Company's Premium Audit Plan and the
state's rules, classifications and rates for Workeres' Compensation and Commercial Lines Insurance.
Reviews the insureds business operations, including examining, verifying and recording pertinent records
including bookkeeping, payroll, accounting and other releveant financial/business data to determine the
true earned premium due. Duties are performed at the nonsupervisory level and may provide training and
Conducts premium audits as assigned in accordance with the Company's Premium Audit Plan and the
state's rules, classifications and rates for Workeres' Compensation and Commercial Lines Insurance.
Reviews the insureds business operations, including examining, verifying and recording pertinent records
including bookkeeping, payroll, accounting and other releveant financial/business data to determine the
true earned premium due. Handles the Company's most complex Premium Audit assignments. Provides
training and mentoring to entry level Premium Auditors, and may provide work direction/guidance to
In a trainee capacity, learns to conduct telephone premium audits in accordance with the Company's
Premium Audit Plan and in accordance with the state rules, classifications, and rates for Workers'
Compensation and Commercial Lines Insurance. May involve research utilizing on-line service information,
national business directory, and other tools. Requires up to 1 years experience in accounting, finance, or a
Determines the true earned premiums due through conducting preimum audits by telephone. Delivers
accurate, timely, cost effective and value added premium audit services in accordance with the Company's
Premium Audit Plan and in accordance with the state's rules, classifications and rates for Workers'
Compensation and Commercial Lines Insurance. May involve research utilizing on-line service information,
Determines the true earned premiums due through conducting preimum audits by telephone. Delivers
accurate, timely, cost effective and value added premium audit services in accordance with the Company's
Premium Audit Plan and in accordance with the state's rules, classifications and rates for Workers'
Compensation. Assists with training and mentoring of entry level Telephone Auditors. Requires 4 - 7 years


This is the entry level. Under direct supervision, processes applications for insurance and handles service
requests for a group of agents. Responds to routine correspondence, complaints, and information requests.
Uses computer terminal or personal computer to access account information. Resolves routine problems
and refers others to senior or supervisor as necessary. Requires customer service related experience and
basic computer or data entry skills. Prefer clerical experience in a claims or underwriting office with an
This is the fully qualified level; incumbent has had exposure to most types of policy transactions and is
capable of handling more complex service requests involving policy status, billing, rating, coverage, and
procedures. Refers problems to other personnel, as necessary, and follows up to ensure resolution. May
support the renewal process by gathering updated renewal exposures, identifying coverage gaps and/or
assisting with the installation of new business. May provide training and work direction to Customer
Service Representatives and/or Clerical Support Staff. Requires 1-2 years of prior experience in an
insurance related Customer Service role. Working knowledge of the workflow and procedures. Ability to
This is the senior level, competent to respond to incoming requests for policy service or inquiries regarding
policy status, billing, rating, coverages, and procedures. Works with considerable independence to
research, analyze, and resolve complex service issues for agents and insured’s. May support the renewal
process by gathering updated renewal exposures, identifying coverage gaps and/or assisting with the
installation of new business. Accesses multiple systems for detailed claim or underwriting information
from a computer workstation. Provides training and work direction to Customer Service Representatives
in an insurance company. Knowledgeable of the workflow and function of area serviced. Posse’s skills to
migrate efficiently among multiple data systems and to resolve customer problems through research and
This is the entry level to the job family. Under close supervision, prepares agent files, updates producer
licensing system, and updates license status charts. Performs general clerical duties, such as filing, logging
and distributing correspondence and mail, and preparing license packages for Call Centers. This is an entry-
level position used for training for the Licensing Analyst position. Requires up to twelve months of related
Under general supervision, reviews license applications for accuracy and completeness. Completes check
vouchers for license appointment fees. Prepares license and appointment packages and mails to the state
DOI. Processes license renewals. Orders letters of certification. Completes name and address changes and
processes appointment terminations. Requires 12-24 months of related experience, normally at the
This is the fully qualified level. May serve as Team Leader to Licensing Analysts and Assistants. Serves as a
liaison with marketing regarding appointment requirements and applications. Reviews criminal
background investigations. Processes license and appointment applications as required. Requires 24-36
Determines licensing appointment requirements for employees and external agents and agencies.
Performs regulatory and compliance research and analysis and implements findings. Prepares and
evaluates license status and renewal reports to ensure license compliance. Responds to high-level DOI
licensing inquiries. May work on special projects as assigned. Requires 48 + months of related experience.
Obtains basic overall business knowledge and must acquire the technical skill sets and knowledge on
reporting procedures and software that is utilized in providing accurate and timely policy and unit
statistical reports to designated Statistical Agents (i.e. NCCI) or affected state’s rating bureau. Learns and
effectively utilizes reporting procedures that designate the use of check lists, submission logs, data
transmissions, data receipt confirmations, specific data file formats, and the designated STAT plan for each
Requires minimal managerial assistance; obtains basic overall business knowledge and has acquired the
technical skill sets and knowledge on reporting procedures and software that is utilized in providing
accurate and timely policy and unit statistical reports to designated Statistical Agents (i.e., NCCI) or affected
state’s rating bureau. The Data Analyst II effectively utilizes the reporting procedures that designate the
use of check lists, submission logs, data transmissions, and data receipt confirmations. This position is
knowledgeable of specific data file formats, the designated STAT plan for each specified state, and various
The Data Analyst III requires managerial assistance upon minimal request. Obtained overall business
knowledge and has acquired the technical skill sets and knowledge on reporting procedures and software
that is utilized in providing accurate and timely policy and unit statistical reports to designated Statistical
Agents (i.e., NCCI) or affected state’s rating bureau. Effectively utilizes reporting procedures that designate
reporting timeline, the use of check lists, submission logs, data transmissions, and data receipt
confirmations. Knowledgeable of specific data file formats, the designated STAT plan for each specified


Under close supervision, provides technical support for the development of actuarial studies, rate
recommendations and state insurance department filings. Generates exhibits for actuarial and reserve
studies, rate recommendations, and state insurance department filings. Assists in preparation of rate
comparisons for actuarial rate reviews and competitive studies. One year of previous insurance rating
Under minimal supervision, provides technical assistance in development of actuarial studies, rate
recommendations and state insurance department filings. Conducts detailed analyses in evaluation of
insurance programs, including premiums, deductibles, class factors, indications and trend data. Identifies
and corrects inconsistencies in data. Assembles rate filing information and implements standard and basic
bureau changes. Assists preparation of rate comparisons for actuarial rate reviews and competitive studies.
Two years of previous experience in an actuarial department, or equivalent, required. Completion of INS


In an entry level capacity, and under direct supervision, provides administrative and clerical support to
Loss Control consutlants/representatives, and may provide assistance to higher level Loss Control Clerks.
Provides data entry, processing and coding support to Loss Control data bases, assists in the preparation
and distribution to consultants, reports related to policyholder, and loss and accident trends. Requires up
Fully qualified level. Under limited supervision, provides administrative and clerical support to Loss
Control consultants/representatives. Provides data entry, processing and coding support to Loss Control
data bases, prepares and distributes to consultants, reports related to policyholder, and loss and accident
trends. Prepares and maintains records, logs, and schedules. Requires 1 – 2 years of insurance office
Under general supervision, provides technical support and assistance to Loss Control
consultants/representatives. Applies a working knowledge of risk evaluation services to review loss
documents involving loss perils (i.e. fire, wind, flood, etc.), industries and processes to identify key loss
parameters. Interpret and covert loss information into uniform data language for entry into a loss
database, contact appropriate resources to clarify and/or obtain missing key loss data. Extract data from
loss databases and prepare summary reports to meet consultant needs. Develop loss and accident trends.


Under direct supervision, assists in the development of new and revised insurance products and policies to
ensure compliance with state regulatory and statutory requirements. Creates and administers all aspects of
filings with state insurance departments. Investigates and resolves compliance issues, sometimes
communicating with regulators. Typically requires a Bachelor's degree and up to two years of experience.


Under general supervision, develops new and revised insurance products and policies to ensure
compliance with state regulatory and statutory requirements. Creates and administers all aspects of filings
with state insurance departments. Investigates and resolves moderately complex compliance issues,
sometimes communicating with regulators. May provide guidance or expertise to less experienced
Under general direction, develops new and revised insurance products and policies to ensure compliance
with state regulatory and statutory requirements. Creates and administers all aspects of filings with state
insurance departments. Investigates and resolves highly complex compliance issues, sometimes
communicating with regulators. Provides guidance or expertise to less experienced compliance specialists.
Processes various forms of cash payments and transactions. Opens incoming premium payments using
automated opening equipment. Opens, reviews, and distributes, non-payment related mail to proper
department. Collects cash payments and verifies and processes rush payments into system. Requires 0 - 2
Processes various forms of cash payments and transactions. Researches, analyzes, and resolves billing
issues for premium payments on both personal and commercial policies and accounts. Operates remittance
processing equipment for endorsing and encoding of checks. Collects cash payments and verifies and
Processes various forms of cash payments and transactions. Researches, analyzes, and resolves complex
billing issues for premium payments on both personal and commercial policies and accounts. Reviews
policy and billing master to determine status of policy and premium payments. Provides assistance and
documentation to the processing staff regarding remittance processing procedures. Requires 3 - 5 years of
Performs various leadership functions for the remittance team. Monitors remittance representatives and
distributes workload. Resolves complex issues regarding billing for premium payments on both personal
and commercial policies and accounts. Prepares employee status reports such as attendance, overtime,
Provides basic billing information, account reconciliation, limited remittance processing involving multiple
lines of insurance. Prepares bills, premium statements and legal notices of policy cancellation. Handles
phone inquiries resolving routine billing and remittance discrepancies. Requires 0 - 2 years of
Provides billing information, account reconciliation, remittance processing involving multiple lines of
insurance. Prepares bills, premium statements and legal notices of policy cancellation. Researches,
negotiates, and resolves billing and remittance discrepancies and out-of-balance items listings. Handles
phone inquiries resolving routine billing and remittance discrepancies. Requires 1 - 2 years of
Provides billing information, account reconciliation, remittance processing involving complex accounts of
multiple lines of insurance. Prepares bills, premium statements and legal notices of policy cancellation.
Researches, negotiates, and resolves billing and remittance discrepancies and complex out-of-balance items
listings. Handles escalated phone inquiries resolving complex billing and remittance discrepancies.
Provides advanced technical support and training for billing, account reconciliation, and remittance
processing. Monitors, evaluates, and documents quality and performance measures for use by management
and provides detailed analysis of agency / customer trends and company issue resolution. Designs,
modifies, and conducts training programs for billing function. Requires 5 - 7 years of remittance/billing


Responsible for Human Resource functions including payroll documentation, benefits, and employee
records. Acts as an assistant to the Human Resources Supervisor. Provides administrative support for
employee attraction, on-boarding, performance, and/or exit related program activities.
Supervises Human Resource staff and is responsible for all aspects of location human resources functions
including: recruiting, employee relations, wage and salary administration, employee programs, benefit
administration, regulatory compliance, union relations and training. Oversee HR compliance requirements