Customer Service Assistant 1/Administrative Professional 1 20065964 - (Cambridge, OH)

Under general supervision, requires strong knowledge of Industrial Commission(IC) policies and procedure to respond to telephone, electronic and in-person inquiries from internal and external customers (injured workers, employers, representatives, general public, IC / BWC staff and other state agencies, etc.) regarding claims processing procedures and claim / hearing status. Greets visitors, checks in customers for hearing and refers to the BWC or Ombuds as needed. Utilizes the ORC, OAC, IC rules, resolutions, and procedures located on Iconnect to respond to inquiries efficiently and accurately. Utilizes computer applications (CAS, Workflow, ECM, Case Manager, ICON, BWC applications) for research, data retrieval / verification, injured worker and claim updates (addresses, representatives status, etc.), claim updates (requests claims, captures motion / appeals, capture lump sum settlements) and inquiry resolution. Open, stamps and distributes mail (including flat mail). Researches and resolves returned mail.