DRP Service Center Specialist
Sedgwick, New York, NY, United States
DRP Service Center Specialist
PRIMARY PURPOSE
Assist customer service representatives in expediting the application by providing claims general information; track trends; investigate client feedback both internally and externally; and assist in developing corrective/preventative action.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Track trends, investigate client feedback both internally and externally, and assist in developing corrective/preventative action.
Participate in cross-functional teams as required.
Assist in gathering and distribution of internal and external customer/product surveys.
Direct workflow and workload assignments for the team.
Communicate claims process with claimants and clients by phone and/or written correspondence.
Inform claimants of documentation required to process their claim, the required time frames, payment information and claim status by phone, written correspondence, and/or claims system.
Participate in and maintain a quality service culture within the customer service team.
Act as a customer liaison by assisting the customer with problem resolution related to the application process and service; maintain professional client relationships.
Enter verbal and written application information that meets both the internal and external customers' requirements.
Direct customer calls to the appropriate person.
Contribute to achieving client-driven performance objectives and other service standards.
ADDITIONAL FUNCTIONS AND RESPONSIBILITIES
Perform other duties as assigned.
Support 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.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
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PRIMARY PURPOSE
Assist customer service representatives in expediting the application by providing claims general information; track trends; investigate client feedback both internally and externally; and assist in developing corrective/preventative action.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Track trends, investigate client feedback both internally and externally, and assist in developing corrective/preventative action.
Participate in cross-functional teams as required.
Assist in gathering and distribution of internal and external customer/product surveys.
Direct workflow and workload assignments for the team.
Communicate claims process with claimants and clients by phone and/or written correspondence.
Inform claimants of documentation required to process their claim, the required time frames, payment information and claim status by phone, written correspondence, and/or claims system.
Participate in and maintain a quality service culture within the customer service team.
Act as a customer liaison by assisting the customer with problem resolution related to the application process and service; maintain professional client relationships.
Enter verbal and written application information that meets both the internal and external customers' requirements.
Direct customer calls to the appropriate person.
Contribute to achieving client-driven performance objectives and other service standards.
ADDITIONAL FUNCTIONS AND RESPONSIBILITIES
Perform other duties as assigned.
Support 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.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
#J-18808-Ljbffr