Laredo Field Office (448-LARFO) (448TX-LARFO)
500 E Mann Rd
Suite B-2
Laredo, 78041

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Status: Internal/External-OIEC employees and the general public

Job Posting #: 00041587

Location: Laredo

Travel required: 5%

FLSA Status: Customer Service Representative II – Non-Exempt

Tentative start date: June 2024

Do you have a passion for public service and enjoy making a difference? Don’t miss out on this opportunity. The Office of Injured Employee Counsel (OIEC) is hiring! Apply now if you’re looking for a rewarding career in public service.

You’ll love the Benefits of Working at OIEC:

• Flexible work schedules. Hours of operation are Monday – Friday, 8am – 5pm, with weekends off
• Hybrid work schedule, if applicable
• 96 hours of accrued vacation a year
• 96 hours of accrued sick leave a year
• 20+ holidays every year
• Career advancement opportunities
• Free parking
• Free comprehensive medical insurance for full-time employees and 50% off premium costs for dependents (state pays other 50%)

OIEC is the state agency that helps injured employees with their Texas workers’ compensation claims. The agency assists, educates, and advocates on their behalf. OIEC provides services in 20 offices across the state. Agency services include advocacy, customer service, and dispute assistance through OIEC’s Ombudsman Program.

Call Center Agent – Laredo (Customer Service Representative II) – 2 Positions

The Call Center Agent (CCA) is on the front lines and is the first point of contact with our agency to assist the injured employees of Texas. You will be responsible for taking a high volume of inbound phone calls in a fast-paced environment and providing our customers with a positive, helpful experience. You will provide information and assistance to injured employees about the workers’ compensation system and answer general questions regarding workers’ compensation benefits, laws and rules, and policies and procedures. The CCA answers customer service calls through a phone call queue and assists injured employees with claim specific questions and appropriate referrals to social services with other state agencies. The CCA works under general supervision, with limited latitude for the use of initiative and independent judgment.

This position works remotely (telecommutes), but there may be times when you report to the office to perform job duties, attend meetings, and training, etc.

To qualify for REMOTE work, qualified candidates must have reliable, high-speed internet.

This position:

• Provides preliminary information and general assistance in claim activities.
• Verifies, updates, and corrects claim information in a computer system.
• Reviews and logs receipt of forms, incoming mail, and faxes.
• Documents all customer contact.
• Attempts to resolve claim disputes by contacting insurance adjusters and/or health care providers.
• Explains and provides information about rights, responsibilities, and services.
• Refers unresolved disputes to the appropriate staff.
• Assists injured employees on the phone call queue.
• Assists with contacting appropriate licensing boards for complaints against health care providers.
• Updates correspondence letters, and claim folders for the ombudsmen.
• May handle requests to re-schedule hearings and meetings for ombudsmen.

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This position requires:

• Graduation from high school or equivalent.
• Eighteen months full-time, call center experience in a customer service representative capacity.

Preferences for this position include:

• Three years call center experience.
• Experience in workers’ compensation claims related processes; insurance carrier; health care; and/or social work.
• Bilingual speaker – English/Spanish

This position requires demonstrated knowledge of:

• Microsoft Word and Outlook.

This position requires demonstrated skill in:

• Explaining complex information to others.
• Providing excellent customer service.
• Use of correct grammar, punctuation, and spelling.

This position requires the demonstrated ability to:

• Maintain confidentiality.
• Continually display a positive attitude.
• Handle multiple tasks simultaneously.
• Learn, remember, and explain complex concepts.
• Communicate effectively both verbally and in writing including active listening skills.

How to apply

Before you apply, please click, or copy and paste the following link into your browser for more information about working for the Office of Injured Employee Counsel (OIEC): OIEC LINK

All applications must contain complete job histories, including job title, dates of employment, name of employer, manager’s name and phone number, and a description of duties performed. We may reject applications that do not include all the required information. Resumes do not take the place of this required information.

Submitted through Work in Texas

Work in Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. To complete the supplemental questions, please go to CAPPS Career Center to register or log in and access your profile. Click on the following link: CAPPS TALEO Career Section

Criminal background checks will be conducted on all final candidates. An applicant who has been convicted of a criminal offense relevant to the position may be disqualified from employment.

Equal employment opportunity: OIEC does not discriminate based on race, color, national origin, gender, religion, age, or disability in employment or in the provision of services. Any request for reasonable accommodation needed during the application process should be directed to OIECHR@oiec.texas.gov.

Please note: Unless specifically and expressly stated otherwise, regular attendance is an essential function of every OIEC job.

Employment Preferences

Former Foster Youth Preference

An individual who was under the permanent managing conservatorship of the Department of Family and Protective Services on the day preceding the individual’s 18th birthday is entitled to a preference in employment with a state agency over other applicants for the same position who do not have a greater qualification. Tex. Gov’t Code, Section 672.002.

Military employment preference

Senate Bill 1376, 88th Legislature, Regular Session, Section 657.002 requires State agencies to give military employment preference in employment and retention. Please see more details on our job page.

In order to receive a military employment preference for any position, the following documents are required to be submitted with your application, as applicable:

• Veteran: DD Form 214
• Surviving spouse of a veteran who has not remarried: Marriage Certificate and DD Form 1300 or appropriate documentation
• Orphan of a veteran killed while on active duty: Birth Certificate and DD Form 1300 or appropriate documentation
• Spouse of a member of the US Armed Forces/Texas National Guard serving on Active Duty: Marriage Certificate and copy of spouse's active duty military orders
• Spouse of a veteran with disability and is the primary income for household: Marriage Certificate, Veterans DD Form 214, and VA Benefits Summary Letter showing disability rating

Documentation must be attached before military preference can be granted, and all personal and/or sensitive information (i.e. Social Security Number, DOB) must be redacted from any attached documents.

For help translating your military work experience, including training courses on civilian job terminology, skill sets, and qualifications or requirements, click or copy this URL into your browser: www.texasskillstowork.com

Applicable Military Occupational Specialty (MOS) codes are included, but are not limited to the following:

15P, 42A, 56M, 68G, 420A, RS, SN, YN, YNS, 741X, PERS, 0100, 0111, 4133, 0170, 3F1X1, 3F5X1

Click or copy and paste the following link into your browser to access Military Crosswalk information:

https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf