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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00018669 |
Description Activated On: 12/23/2025 11:36:53 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. Performs administrative work to support efficient and accurate billing, collections, and customer service work related to the State Workers’ Insurance Fund (SWIF). Prepares and reviews reports of billing and account activity. Pursues payment of large overdue accounts. Provides guidance to policyholders regarding options for meeting financial obligations and maintaining coverage. Negotiates payment plans and monitors for compliance. Coordinates Credit Committee applications, Office of Attorney General (OAG) transmittals, and related processes. Collaborates with SWIF auditors, underwriters, and managers regarding determinations to cancel, renew, or reinstate policies. Assists with the modernization project by testing and providing input for system development and process improvements. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Facilitates efficient and accurate billing processes by reviewing invoices, processing credit card payments, and preparing and managing reports. Communicates with policyholders and brokers to explain calculations, answer questions, resolve discrepancies and disputes, and provide payment instructions. Assists customers with SWIF payment portal page; troubleshoots and helps to completing transactions. Provides guidance to clerical staff regarding billing procedures and processes along with facilitating CA3 work ad required. Reviews reports from various SWIF and OAG departments, including weekly policy reviews and maintenance of individual collection account reports. Confirms daily distribution and monitors resource account for communication, coordinates with supervisors and clerical staff regarding assignments and responses to emails. Prepares and manages weekly 2nd stage collections reports, ensures accuracy, and determines prioritization of actions. Seeks to collect overdue payments from current and former policyholders or brokers, with a focus on accounts of more than $10,000 in the 2nd stage of collections. Reviews logs and reports to identify and prioritize accounts for follow-up communication and other actions. Contacts brokers and policyholders regarding outstanding balances; issues reminders and provides information about procedures and policies. Uses communication and customer service skills to secure timely payments while maintaining positive rapport with clients. Maintains and updates communication logs and tracking files. Conducts detailed review of policy terms and history of accounts with unpaid balances. Uses judgment to determine appropriate collection approach within BSC general guidelines. Reviews account history; talks with the policyholder or broker regarding their situation; and determines eligibility for revised payment terms up to eight (8) installments. Decides structure and terms of payment plans, including split payment options. Negotiates, communicates, and documents payment terms. Initiates delinquency procedures after reviewing account history. Aids in determining whether to transmit an account to the Office of Attorney General (OAG) based on account history, interactions with the policyholder, and BSC guidelines and precedent. Conducts a review of the policy history and verifies lack of activity or new coverage with SWIF. Reviews reports from the OAG and collaborates on actions and decisions. Coordinates Credit Committee application process. Determines if policyholder is eligible for assistance through the Committee; discusses process with policyholder. Prepares (or oversees preparation of) applications, files, documents, reports, and correspondence. Coordinates with division managers, auditors, accountants, and underwriters on decisions and actions related to overdue accounts, such as evaluating new submissions, resolving disputes, determining (or preventing) cancellations, placing charge holds, releases, or reversals. Assists division manager by researching account status and history of payments, grant receipts, and prospective contractor status for Contractor Responsibility Program. Process renewals and reinstatements; determines required payments for policy activation. Aids in maintaining and updating logs, files, and databases. Assists with the modernization project by testing and providing input for system development. Evaluates processes and procedures related to billing and collections, recommends improvements or approaches to enhance efficiency, productivity, accuracy, or successful collections. Performs related duties as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Determines appropriate approach to account collection efforts based on precedent, facts and circumstances of the account, communication with policyholder, and general office guidelines. Independently determines the structure and terms of payment plans for assigned accounts based on personal judgment and facts and circumstances of each account. Recommends whether and when to refer larger accounts to the OAG based on office guidelines and independent judgment regarding likelihood of a successful outcome. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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