Tentative Classification Standards issued by the Division of Classification & Compensation are shared with the operating agencies of State government for their consideration and comment. Accordingly, this document that you are viewing is subject to change and will be issued in final form at the completion of the review period.

TENTATIVE

Occ. Code 0372100

 

POLICYHOLDER SERVICES REPRESENTATIVE 1, GRADE 18

0372100

POLICYHOLDER SERVICES REPRESENTATIVE 2, GRADE 23

0372200

POLICYHOLDER SERVICES REPRESENTATIVE 3, GRADE 25

0372300

 

New York State Department of Civil Service

 

Classification Standard

 

BRIEF DESCRIPTION OF CLASS SERIES

 

            Policyholder Services Representatives seek out new and maintain existing accounts for workers compensation or disability benefits policies at all premium levels. They market new products and services to existing and potential customers; and review policyholders workplace to determine safety hazards and recommend corrective action.  These positions are found only at the New York State Insurance Fund (SIF).

 

DISTINGUISHING CHARACTERISTICS

 

            POLICYHOLDER SERVICES REPRESENTATIVE 1: full performance level; solicits new business and services accounts; provides safety risk management services; and analyzes policy.

 

            POLICYHOLDER SERVICES REPRESENTATIVE 2: first supervisory level; oversees the efforts of subordinates to service workers compensation and disability benefits policies and market SIFs services.

 

            POLICYHOLDER SERVICES REPRESENTATIVE 3:  second supervisory level; oversees all Policyholder Services Representative team activities for a district office.

 

RELATED CLASSES

 

            Claims Services Representatives develop and process workers compensation or disability benefits claims cases.  Incumbents examine accident and medical reports to determine compensability and liability; analyze claim records and initiate proper processing routines; examine medical bills and authorize payments; and negotiate an adjustment or recommend arbitration.

 

            Underwriters assess and define insurance risk and perform technical services in underwriting workers compensation and/or disability benefits claims cases.  Incumbents determine rate differentials and discounts; process policy renewals and cancellations; and price workers compensation and/or disability benefits coverage.

 

ILLUSTRATIVE DUTIES

 

            POLICYHOLDER SERVICES REPRESENTATIVE 1

 

            Under the general supervision of a Policyholder Services Representative 2, assesses the safety of clients workplace and collaborates in identifying and eliminating potential workplace hazards; presents and participates in implementing safety action plans and standards, loss prevention, and occupational disease awareness; encourages the implementation of new and the strengthening of existing safety programs; meets with policyholders to answer questions, investigates complaints, conducts renewal appraisals, and provides updated information on policies and procedures; calls employers and insurance brokers to solicit new business; works with the underwriting department to coordinate insurance plans and appropriate discounts; drafts quotes for coverage and explains the advantages of insurance plans offered by SIF; coordinates presentations on the various plans offered by SIF to prospective and existing insureds and insurance brokers; and compiles reports.

 

            POLICYHOLDER SERVICES REPRESENTATIVE 2

 

            Under the general supervision of a Policyholder Services Representative 3, supervises Policyholder Services Representatives 1; coordinates team workload to optimize efforts and identifies priority policy or policyholder concerns; oversees the efforts of subordinates to market SIFs services through the development of contacts with insurance brokers and prospective customers; represents SIF at meetings, seminars, and industry conferences; handles direct contact regarding safety and risk management services with assureds, brokers, group managers, account representatives, and the general public; responds to customer complaints; and coordinates presentations concerning loss control and business development.

 

 

            POLICYHOLDER SERVICES REPRESENTATIVE 3

 

            Under the general direction of an Insurance Fund Business Manager, oversees all Policyholder Services Representative team activities for a district office; responds to policyholder and insurance broker inquiries regarding possible dissatisfaction with SIF services; personally handles all high cost and difficult policyholder issues within assigned team; visits new and existing key policyholders to better understand their business strategies; compiles sales goals, and develops and implements measurement standards; reviews the underwriting factors used in determining premium discounts and differentials; solicits input from policyholders concerning customer satisfaction and quality of service issues; coordinates group activities with other departments within SIF to provide comprehensive and coordinated services to policyholders and be more responsive to their needs; reviews follow-up reports, ensuring the implementation of recommended changes and the achievement of satisfactory results; and attends policyholders and safety groups meetings, conventions, training forums, and district claims seminars.

 

MINIMUM QUALIFICATIONS

 

            POLICYHOLDER SERVICES REPRESENTATIVE 1

 

Open Competitive:  completion of a two-year traineeship.

 

            POLICYHOLDER SERVICES REPRESENTATIVE 2

 

Promotion:   one year of experience as a Policyholder Services Representative 1.

 

            POLICYHOLDER SERVICES REPRESENTATIVE 3

 

Promotion:   one year of experience as a Policyholder Services Representative 2.

 

 

 

Date:  3/10

 

 

 

NOTE:  Classification Standards illustrate the nature, extent and scope of duties and responsibilities of the classes they describe.  Standards cannot and do not include all of the work that might be appropriately performed by a class.  The minimum qualifications above are those which were required for appointment at the time the Classification Standard was written.  Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.