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PRIMARY PURPOSE:

To provide excellent service displaying empathy to callers regarding claims for multiple lines of business, including but not limited to, expediting the claims process and providing detailed claim notes on all calls, resolving issues with one call/one person response, and directing calls to appropriate escalation path as needed.

• Acts as primary liaison with callers from multiple client accounts within a shared services environment.
• Follows specifications in assisting with questions and solving problems related to the claims application and servicing processes.
• Performs claim intake and full-service customer support within regulatory requirements, company, and client expectations at all times.
• Educates and informs the customer about documentation required to file/process a claim, required time frames, payment information, and claim status.
• Enters verbal and written claim information that meets both the internal and external customer’s requirements accurately into the appropriate system.
• Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist/management as needed.
• Attendance during scheduled work hours is required.

Qualifications

• Education & Licensing: High school diploma or GED required. One (1) year customer service experience or equivalent combination of education and experience required. Inbound call center experience preferred.
• Skills & Knowledge: Excellent verbal and written communication skills, PC literate, including Microsoft Office products, Windows environment, must meet minimum typing requirements, strong organizational skills, good interpersonal skills, ability to multi task in fast paced environment, ability to support multiple clients across communication channels and utilize multiple systems simultaneously, ability to work in a team environment and/or independently, ability to meet or exceed Performance Competencies, ability to meet all attendance expectations.

Additional Functions

• Performs other duties as assigned.

Work Environment

• Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines.
• Physical: Computer keyboarding, travel as required.
• Auditory/Visual: Hearing, vision and talking.

Note: Credit security clearance, confirmed via a background credit check, is required for this position. Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience.