Remote Operations Dispatch Coordinator

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

About the role

To accurately route and assign claims, tasks and related requests within the claims management system and provide operational support to temporary housing colleagues by ensuring timely, accurate and appropriate workflow distribution.

Responsibilities

• Sets up and assigns new claims, tasks and requests into the claims management system.
• Enters and reviews claims data into claims management system upon request, ensuring accuracy and completeness.
• Reviews claims data into notes and documentation to determine appropriate assignment, urgency and next step.
• Makes outbound calls to carriers, adjusters or internal partners to obtain required information, approvals or clarification.
• Finds opportunities to refer claims within the organization based on established assignment processes and resource guidelines.
• Assigns claims using the tools provided considering workload distribution, service expectations and priority level.
• Supports hotel and housing coordinators by providing accurate information during the claim set up and assignment process.
• Uses multiple platforms to review, route and adjust claim assignments as needed.
• Makes outbound calls and/or texts to adjusters to discuss claim details for assignment (using Sedgwick’s texting platform).
• Ensures all parties have the required information in order to successfully manage a temporary housing claim, including loss location, first notice of loss (FNOL), scheduled dates and urgency indicators.
• Works with management to make determination on assignment process and resource utilization.
• Monitors open items and follows up on outstanding tasks to ensure timely progression of claim activity.
• Escalates urgent issues, delays or discrepancies to leadership as appropriate.
• Performs other duties as assigned.
• Supports the organization's quality program(s).

Requirements

• High school diploma or GED required.
• Two (2) years of clerical, administrative, dispatch or property claims management experience or equivalent combination of education and experience required.
• Experience working in a fast paced environment involving task routing, workflow coordination or claim support preferred.

Skills

• Fluent in Spanish is a plus.
• Excellent oral and written communication skills, including presentation skills.
• PC literate, including Microsoft Office products.
• Analytical and interpretative skills.
• Strong organizational and prioritization skills.
• Excellent interpersonal skills.
• Ability to review documentation thoroughly and accurately.
• Ability to work in a team environment while managing individual accountability.
• Ability to remain calm, professional and solution focused when navigating challenging interactions, competing priorities or workplace conflict.
• Demonstrates resilience and emotional composure when receiving feedback, addressing concerns or working with colleagues under pressure.
• Ability to communicate respectfully and assertively with colleagues while maintaining appropriate boundaries and not taking difficult interactions personally.
• Ability to handle repetitive, high volume work with consistency and attention to detail.
• Ability to meet or exceed performance competencies.

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.

Schedule

Monday-Friday, 11am-8pm EST