DRP Service Center Specialist

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.

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DRP Service Center Specialist

PRIMARY 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.

QUALIFICATIONS

Education & Licensing

HS diploma or GED required. Associate degree from an accredited college or university preferred.

Experience

Two (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 ENVIRONMENT

When 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 deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

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.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is ($15.00 - $21.00 USD hourly). A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

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.

Sedgwick is the world's leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company's expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com