DRP Service Center Specialist

Sedgwick; New York (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Sedgwick is seeking a DRP Service Center support role to assist customer service representatives by providing general claims information and tracking trends. You will help investigate client feedback and support corrective actions while collaborating with cross-functional teams.

The position emphasizes strong communication, organizational skills, and a commitment to quality service. Join Sedgwick to contribute to a caring culture and a diverse, inclusive workplace.

Qualifications

• HS diploma or GED required.
• Associate degree preferred.
• Two (2) years call center or customer service experience or equivalent of education and experience required.
• Strong customer service skills and excellent oral and written communication, PC literate, including Microsoft Office products, and strong organizational skills.

Responsibilities

• Tracks trends, investigates client feedback, and assists in developing corrective/preventative action.
• Participates in cross-functional teams as required.
• Assists in gathering and distribution of internal/external customer/product surveys.
• Directs workflow and workload assignments for the team.
• Communicates claims process with claimants and clients by phone and/or written correspondence.
• Informs claimants of required documentation, time frames, payment information and claim status.
• Maintains a quality service culture within the customer service team.
• Acts as a customer liaison and maintains professional client relationships.
• Enters verbal and written application information meeting internal/external requirements.
• Directs customer calls to the appropriate person.
• Contributes to achieving client driven performance objectives and other service standards.
• Performs other duties as assigned and supports the organization's quality program.

Skills

Customer service

Communication

Teamwork

Organizational skills

Attention to detail

Problem solving

Education

HS diploma or GED

Associate degree

Tools

Microsoft Office

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 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.
• Enter 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

• 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.

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. You may be just the right candidate for this or other roles.