INSURANCE FUND SERVICES SPECIALIST 1, GRADE 14 2519100
INSURANCE FUND SERVICES SPECIALIST 2, GRADE 18 2519200
INSURANCE FUND SERVICES SPECIALIST 3, GRADE 23 2519300
INSURANCE FUND SERVICES SPECIALIST 4, GRADE 25 2519400
New York State Department of Civil Service
Classification Standard
BRIEF DESCRIPTION OF CLASS SERIES
Positions in this title series calculate insurance premium rates, billings, collections, and refunds, and perform policy maintenance activities. These positions require a thorough knowledge of Workers Compensation Law, the Compensation Insurance Rating Boards rate structures and responsibilities; disability benefits; the Longshore and Harbor Workers Compensation Act; statutory accounting principles; and related laws, rules, and regulations.
These positions are classified only in the New York State Insurance Fund (SIF).
DISTINGUISHING CHARACTERISTICS
INSURANCE FUND SERVICES SPECIALIST 1: journey level; performs routine collections activities, premium rate calculations, and insurance policy maintenance functions.
INSURANCE FUND SERVICES SPECIALIST 2: first level supervisor; oversees Insurance Fund Services Specialists 1 and account clerical or paraprofessional positions; performs difficult collections activities, premium rate calculations, and insurance policy maintenance functions.
INSURANCE FUND SERVICES SPECIALIST 3: second level supervisor; oversees two units of 10 to 15 positions performing collections, refunds, and policy maintenance activities.
INSURANCE FUND SERVICES SPECIALIST 4: manager; oversee two to four units within the Receivables Management Department; directs the activities of approximately 25 positions.
ILLUSTRATIVE DUTIES
INSURANCE FUND SERVICES SPECIALIST 1: under the general direction of an Insurance Fund Services Specialist 2, performs collection activities requiring regular contact with policyholders, insurance brokers, attorneys, accountants, collection agencies, and internal SIF departments. Positions respond to policyholders, brokers, accountants, attorneys or internal SIF staff regarding cancellations; interact with difficult customers and/or situations both in-person and over the phone; explain legal repercussions of cancellation and work to resolve problem; reinstate policies when warranted and place into cancellation when payment agreements are neglected; update credit indicators on policy accounts; research credit balance accounts and process appropriate refund checks to policyholders; work with Underwriters and Insurance Premium Auditors to ensure credit is proper and due; conduct searches on refund recipients and coordinate with legal to address corporate changes; process write-offs to accounts deemed uncollectable; process and/or adjust returned check fees, collection fees, and/or service fees; notify policyholders of adjustment; research payments made to SIF that have not properly posted to an account; and prepare written correspondence in response to inquiries or to notify policyholders of a collection issue.
INSURANCE FUND SERVICES SPECIALIST 2: under the general direction of an Insurance Fund Services Specialist 3, performs the more difficult collection activities requiring regular contact with policyholders, insurance brokers, attorneys, accountants, collection agencies, and internal SIF departments. Positions may be assigned to specific functions to develop expertise in collections, refunds, and/or policy maintenance and adjustments. In addition to the duties performed by Insurance Fund Services Specialists 1, Insurance Fund Specialists 2 may allow special terms to bring a policy back into good standing; may suppress cancellations when deemed appropriate; perform outbound call campaigns on high-dollar accounts to mitigate cancellation; investigate payments appearing in suspense report each day and ensure they are journalized and posted to the correct account; identify call patterns which may indicate a procedural problem; perform special projects, as needed; research governmental agency contract bid lists for bidders/awardees that are in-debted to SIF; and supervise subordinate staff, complete performance evaluations, determine staff assignments, give guidance to staff on work related issues, and identify training needs and arrange for staff training.
INSURANCE FUND SERVICES SPECIALIST 3: under the general direction of an Insurance Fund Services Specialist 4, oversees two units of 10 to 15 positions performing collections, refunds, or policy maintenance activities. In addition to the duties outlined for the Insurance Fund Services Specialist 2, the Insurance Fund Services Specialist 3 will discuss staffing needs and workflow with management; review the quality of work done by the respective units to ensure satisfactory work performance; address staff conduct issues and counsel staff if necessary; create training programs and materials for department; work with Underwriting Department to coordinate training programs; ensure units follow SIFs policies and procedures; oversee staff scheduling to maintain adequate coverage at all times; monitor work standards and daily incoming and outgoing call volume to track and maintain service levels; review and update departmental policy and procedure manuals; act as the primary contact for management with legal and policyholder services on urgent or sensitive policy matters; and approve terms extensions and cancellation suppression requests.
Insurance Fund Services Specialists 3 that oversee Collections Units will handle the most sensitive issues from policyholders, certified public accountants, attorneys, and other authorized personnel regarding questions on billing; when necessary, provide detailed explanation on premium calculations and payment hierarchies; approve requests for extended payment terms in excess of 90 days; coordinate with the Audit Division and Policyholder Services Division on audit disputes, ensure audits are scheduled, and arrange payment terms pre and post audit; review journal entries prepared by staff for appropriateness and accuracy; authorize requests to put accounts on hold to prevent automatic referral to collection agency; review and approve requests for waivers of interest, service charges, and collection fees; and prepare monthly analyses of outbound collections, payment patterns, call volume, unit and collector performance, and collection and write off statistics.
Insurance Fund Services Specialists 3 that oversee the Refund Units will authorize policy refunds up to $199,999.99; monitor that staff are taking appropriate actions within the specified timeframes on policies with credit balances; ensure the annual Unclaimed Funds process is completed accurately and within specified timeframes; oversee special refund projects, such as refund sweeps, as required; ensure dividend payments are issued timely and accurately; and provide monthly reports of pending and issued refunds.
Insurance Fund Services Specialists 3 that oversee Policy Maintenance Units will ensure units are properly staffed to handle in-person payments and inquiries; confirm deposits are processed via electronic system daily and that checks are retained and destroyed at the proper timeframe; ensure subordinates follow-up on returned items and that related journal entries are completed; oversee suspense cash processing and confirm it is completed timely, and provide monthly reporting and reconciliation of cash; and provide billing information to the actuarial department in order for group accounting to be calculated.
INSURANCE FUND SERVICES SPECIALIST 4: under the supervision of the competitive Credit & Collections Manager, M-2, the Insurance Fund Services Specialist 4 will function as an assistant manager over 2 to 4 units, with a staff of approximately 25 positions. The Insurance Fund Services Specialist 4 will assist in the management of the department, and directly supervise Insurance Fund Services Specialists 3; ensure that all employee evaluations are completed in a timely manner; work with subordinate staff on improvement plans for their staff and ensure training programs are in place; perform analysis of various financial reports and direct the workflow of staff accordingly; in conjunction with the Credit & Collections Manager, M-2, prepare annual goals and objectives for Receivables Management and track progress throughout the year; prepare presentations for executive staff which reflect the departments performance; respond to policyholders who have reached out to other government entities such as the New York State Department of Financial Services; review and approve high-value policy refunds through $999,999; review and approve any refund which requires a second approval in accordance with established department procedures; provide alternate payment terms to policyholders whose situations place them outside the authority level of subordinate staff; review and approve requests for reinstatement of policies that are cancelled more than 30 days; review and sign affidavits to secure judgments against delinquent policyholders; review write-off recommendations made by collection agencies and legal department; reconcile collection agency fees to ensure fees paid are in compliance with our contract and initiate wire payment to satisfy the fees; oversee and analyze safety group collections, and coordinate with Safety Groups and other SIF departments on billing matters; review statistical reports prepared by the Insurance Fund Services Specialist 3 and recommend actions to address any perceived deficiencies in either internal or external collection performance; meet with external collection agencies, safety groups, and internal legal department to discuss performance trends and improvements in collection procedures and processes; represent SIF in court proceedings as needed; and coordinate with ITS on new system modernization and defects with the current legacy system.
Complexity
Insurance Fund Services Specialists are expected to understand how insurance policies or accounts are underwritten and audited. In addition, these positions will be expected to handle a range of difficult processing activities for large and/or sensitive accounts.
MINIMUM QUALIFICATIONS
INSURANCE FUND SERVICES SPECIALIST 1
Open-Competitive: an associates degree with 12 credit hours in accounting, auditing, statistics, or mathematics, and completion of a traineeship.
INSURANCE FUND SERVICES SPECIALIST 2
Promotion: one year of service as an Insurance Fund Services Specialist 1.
INSURANCE FUND SERVICES SPECIALIST 3
Promotion: one year of service as an Insurance Fund Services Specialist 2.
INSURANCE FUND SERVICES SPECIALIST 4
Promotion: one year of service as an Insurance Fund Services Specialist 3.
Date: 8/16
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 qualifications requirements for appointment or examination.