Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
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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.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
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.Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.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.ADDITIONAL FUNCTIONS and RESPONSIBILITIES
Performs other duties as assigned.
EDUCATION & LICENSING
High school diploma or GED required.
EXPERIENCE
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 skillsPC literate, including Microsoft Office products, Windows environment.Must meet minimum typing requirementsStrong organizational skillsGood interpersonal skillsAbility to multi task in fast paced environmentAbility to support multiple clients across communication channels and utilize multiple systems simultaneouslyAbility to work in a team environment and/or independentlyAbility to meet or exceed Performance CompetenciesAbility to meet all attendance expectations.Work environment
When applicable and appropriate, consideration will be given to reasonable accommodations.
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.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
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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. You may be just the right candidate for this or other roles.