This position is open to currently open to MSF employees only. This posting is scheduled to close on April 10, 2025 at 11:59pm.

If a sufficient number of qualified applications are received, this posting may close early. Apply today!

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About the job:

At Montana State Fund, being an indispensable partner to our customers is essential in achieving a safer, healthier, and more prosperous Montana. The Customer Service Specialist Manager (CSS Manager) is responsible for leading a team of customer service specialists to ensure an exceptional customer experience and satisfaction. This role involves developing service strategies, supporting performance, resolving and coaching to resolve escalations, and improving processes to enhance customer experience. The CSS Manager will work closely with other departments and stakeholders to address customer needs and maintain high service standards.

Required Skills

What you will do:

• CSS Leadership: Lead and manage policy management functions to resolve workers’ compensation policy-related issues for assigned book of business. Assist staff with the handling of complex policy service requests or issues for policyholders and agents. Assign and monitor policies with a focus on the quality and timeliness of work to ensure accuracy and thoroughness to meet the standards set by NCCI and Montana State Fund. Hire, train, lead, coach, and develop customer service specialists to enable and support a customer-centric approach to supporting customer needs. Drive team engagement, growth, and effectiveness.

• Policy leadership: In partnership with other policy leaders, collaborate on efforts to elevate our customer’s experience with Montana State Fund. Understand the analyze data trends, identify opportunities for improvement, develop and implement solutions. Ensure training, procedures, and resources meet position needs in partnership with the needs of the customer. Coordinate and support inter-departmental work and projects. Review, develop, and update Policy Service guidelines. Provide training and communication on areas impacting the team and departments. Seek constant improvement for by sharing the most current job knowledge and skills with others.

• Project support and other duties as assigned.

Required Experience

What you will need (minimum qualifications):

Required:

• Must be a current employee of Montana State Fund
• Must have a current valid Montana Casualty Producer License or ability to attain within 6 months.
• Bachelor’s degree
• AND A minimum of 4 years of progressively responsible experience in workers compensation insurance OR two (2) years of experience as a Customer Service Specialist II at Montana State Fund.
• OR An equivalent combination of education and experience

Preferred:

• Leadership experience
• Policy management experience

Job location: This position requires regular presence at the Helena, Montana office.

Compensation and Benefits:

Pay range MGR: Starting salary for the position begins at $74,6000-$93,100. The maximum pay is $111,700 per year. This is an exempt position.

Montana State Fund offers excellent benefits, paid time off, and a competitive compensation program, including:

• Excellent health insurance with dental, vision, life, long-term disability and more, with optional dependent coverage.
• Flexible spending accounts for dependent care and medical expenses.
• Public employees’ retirement plan tax-deferred contributions with a generous employer match.
• Optional 457(b) deferred compensation to further increase retirement savings.
• Higher education reimbursement and other training and development programs.
• Robust personal leave, paid holidays, and extended leave.

What you will do:

• CSS Leadership: Lead and manage policy management functions to resolve workers’ compensation policy-related issues for assigned book of business. Assist staff with the handling of complex policy service requests or issues for policyholders and agents. Assign and monitor policies with a focus on the quality and timeliness of work to ensure accuracy and thoroughness to meet the standards set by NCCI and Montana State Fund. Hire, train, lead, coach, and develop customer service specialists to enable and support a customer-centric approach to supporting customer needs. Drive team engagement, growth, and effectiveness.

• Policy leadership: In partnership with other policy leaders, collaborate on efforts to elevate our customer’s experience with Montana State Fund. Understand the analyze data trends, identify opportunities for improvement, develop and implement solutions. Ensure training, procedures, and resources meet position needs in partnership with the needs of the customer. Coordinate and support inter-departmental work and projects. Review, develop, and update Policy Service guidelines. Provide training and communication on areas impacting the team and departments. Seek constant improvement for by sharing the most current job knowledge and skills with others.

• Project support and other duties as assigned.