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.Great Place to Work®Most Loved Workplace®Forbes Best-in-State EmployerService Center AssociatePRIMARY PURPOSE : To assist customer service representatives in expediting the application by providing claims general information; to track trends; to investigate client feedback both internally and externally; and to assist in developing corrective/preventative action.ESSENTIAL FUNCTIONS and RESPONSIBILITIES
Tracks trends, investigates client feedback both internally and externally, and assists in developing corrective/preventative action.
Participates in cross-functional teams as required.
Assists in gathering/distribution of internal/external customer/product surveys.
Directs workflow and workload assignments for the team.
Communicates claims process with claimant and client either by phone and/or written correspondence.
Informs claimants of documentation required to process their claim, the required time frames, payment information and claim status either by phone, written correspondence and/or claims system.
Participates in and maintains a quality service culture within the customer service team.
Acts as a customer liaison by assisting the customer with problem resolution related to the application process and service; maintains professional client relationships.
Enters verbal and written application information that meets both the internal and external customers' requirements.
Directs customer calls to the appropriate person.
Contributes to achieving client driven performance objectives and other service standards.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
Performs other duties as assigned.
Supports the organization's quality program.
QUALIFICATIONSEducation & LicensingHS diploma or GED required. Associate degree from an accredited college or university preferred.ExperienceTwo (2) years call center or customer service experience or equivalent combination of education and experience required.Skills & Knowledge
Strong customer service skills
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Strong organizational skills
Excellent interpersonal skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
WORK ENVIRONMENTWhen applicable and appropriate, consideration will be given to reasonable accommodations.Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlinesPhysical: Computer keyboarding, travel as requiredAuditory/Visual: Hearing, vision and talkingThe 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.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.Taking care of people is at the heart of everything we do. Caring countsSedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watch?v=ywxedjBGSfA)