Description
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.
As a DRP Service Center Specialist, your primary purpose will be to assist customer service representatives in expediting the application by providing claims general information, tracking trends, investigating client feedback, and assisting in developing corrective/preventative action.
Responsibilities:
- Track trends, investigate client feedback, and assist in developing corrective/preventative action
- Participate in cross-functional teams as required
- Assist in gathering and distributing internal/external customer/product surveys
- Direct workflow and workload assignments for the team
- Communicate claims process with claimant and client via phone and/or written correspondence
- Inform claimants of documentation required to process their claim, required time frames, payment information, and claim status
- Participate in maintaining a quality service culture within the customer service team
- Act as a customer liaison, assisting with problem resolution related to the application process and service
- Enter verbal and written application information that meets internal and external customers' requirements
- Direct customer calls to the appropriate person
- Contribute to achieving client-driven performance objectives and other service standards
Additional Responsibilities:
- Perform other duties as assigned
- Support the organization's quality program
Qualifications:
- HS diploma or GED required; associate degree from an accredited college or university preferred
- Two years of call center or customer service experience or equivalent combination of education and experience required
- Strong customer service skills, excellent oral and written communication, PC literacy, strong organizational skills, excellent interpersonal skills, and ability to work in a team environment