Care Team Representative

Sedgwick Claims Management Services Ltd; Dubuque (IA); Hybrid; USD 23,000 - 25,000; Full time

Job summary

Sedgwick Claims Management Services Ltd is seeking a Care Team Representative in Dubuque, IA. You will provide empathetic, customer-focused support on claims across multiple lines of business, handling inquiries, documenting interactions, and guiding callers through the process.

The role supports a hybrid in-office and virtual work style near the Dubuque center, with training and mentorship to advance within the claims organization.

Qualifications

• High school diploma or GED is required.
• Minimum 1 year of customer service experience.
• Inbound call center experience preferred.

Responsibilities

• Act as primary liaison with callers from multiple client accounts.
• Assists with questions and solves problems related to the claims application and servicing processes.
• Performs claim intake and full-service customer support within regulatory requirements and client expectations.
• Educates customers about documentation, timeframes, payment information, and claim status.
• Enters verbal and written claim information into appropriate systems.
• Directs calls to appropriate contacts or escalates as needed.
• Attendance during scheduled work hours is required.

Skills

Verbal communication

Written communication

Customer service

Multitasking

PC literacy

Education

High school diploma or GED

Job 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.

Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance Care Team Representative Entry-level, Care Team Representative

Care Team Representative

Our teams thrive together! We collaborate in person and embrace a flexible hybrid work style. To join us, you'll need to live near one of our dynamic Centers of Excellence: 4141 Westmark Avenue, Dubuque IA 52002

What we offer:

• A stable, consistent work environment - both in-office and virtual
• A comprehensive training program to help you support employees and customers from some of the world's most respected brands
• A dedicated mentor and manager to guide you every step of your career journey
• Career development and promotional opportunities as you take on new responsibilities
• A diverse, all-inclusive benefits package designed to support your mental, physical, financial, and professional well-being

See what a day in the life of a Care Team Representative is like: SED23026 - Mariah_01-09-24 (vidyard.com) & https://share.vidyard.com/watch/VCLjdFEUwPccjWaBtjLmwX Learn more about our Care Team: Care Team (ceros.com)

PRIMARY PURPOSE:

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

• Act 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.

QUALIFICATIONS

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 skills
• PC literate, including Microsoft Office products, Windows environment
• Must meet minimum typing requirements
• Strong organizational skills
• Good interpersonal skills
• Ability to multi task in fast paced environment
• Ability to support multiple clients across communication channels and utilize multiple systems simultaneously
• Ability to work in a team environment and/or independently
• Ability to meet or exceed Performance Competencies
• Ability 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 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.

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 (17.85). 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. Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. 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