Care Team Representative
About Sedgwick
By joining Sedgwick, you'll be part of something truly meaningful. Our 33,000 colleagues help people around the world who are facing the unexpected. We offer a caring culture, work‑life balance, and limitless opportunities for achievement. Recognized by Newsweek, Great Place to Work®, and Fortune for workplace excellence, we collaborate in‑person and embrace a flexible hybrid work style.
Location
New Albany, OH – 7795 Walton Parkway Suite 200, New Albany, OH 43054
What We Offer
- A stable, consistent work environment—both in‑office and virtual.
- A comprehensive training program to help you support employees and customers of world‑renowned brands.
- A dedicated mentor and manager to guide you throughout your career journey.
- Career development and promotional opportunities as you take on new responsibilities.
- A diverse, all‑inclusive benefits package supporting mental, physical, financial, and professional well‑being.
Primary Purpose
To provide excellent service displaying empathy to callers regarding claims for multiple lines of business, including expediting the claims process, providing detailed claim notes on all calls, resolving issues with a one‑call/one‑person response, and directing calls to the appropriate escalation path as needed.
Essential Functions and Responsibilities
- Act as primary liaison with callers from multiple client accounts within a shared services environment.
- Follow specifications in assisting with questions and solving problems related to the claims application and servicing processes.
- Perform claim intake and full‑service customer support within regulatory requirements, company, and client expectations at all times.
- Educate and inform the customer about documentation required to file/process a claim, required time frames, payment information, and claim status.
- Educate claimants/callers on client requirements and benefit plans, documenting all required details of the call in a concise professional manner.
- Enter verbal and written claim information accurately into the appropriate system.
- Direct customer calls to the appropriate contact at multiple locations or escalate to Service Center Specialist/management as needed.
- Attend scheduled work hours as required.
Additional Functions and Responsibilities
- Perform other duties as assigned.
Qualifications
Education & Licensing
High school diploma or GED required.
Experience
- One (1) year customer service experience or an equivalent combination of education and experience.
- Inbound call‑center experience preferred.
Skills & Knowledge
- Excellent verbal and written communication skills.
- PC literate, including Microsoft Office products and Windows environment.
- Meets minimum typing requirements.
- Strong organizational and interpersonal skills.
- Ability to multitask in a fast‑paced environment and support multiple clients across communication channels using multiple systems simultaneously.
- Ability to work both independently and as part of a team.
- Ability to meet or exceed performance competencies and attendance expectations.
Work Environment
When applicable and appropriate, reasonable accommodations will be considered. The role requires clear conceptual thinking, sound judgment, the ability to handle work‑related stress, manage multiple priorities, and meet deadlines. Physical demands include computer keyboarding; auditory/visual requirements include hearing, vision, and speaking.
Compensation
For the jurisdiction noted in this posting, the starting pay range is $17.85 per hour. Actual compensation is influenced by factors such as skill set, experience level, and location.
Benefits
- Medical, dental, and vision coverage.
- 401(k) with matching contributions.
- Paid time off (PTO).
- Disability and life insurance.
- Employee assistance program.
- Flexible spending or health savings accounts.
- Additional voluntary benefits.