Operations Specialist - Claims

H&R Block

6d • $16 - $24 • Remote

About The Position

The Claims Operations Specialist is a key role, serving as the primary contact for field associates filing client claims under POM & Accuracy Guarantees. This position is essential in collecting, documenting, and ensuring the timely resolution of claims. The specialist must communicate effectively with internal and external clients via phone, email, Work Center, and Microsoft Teams. Exceptional communication skills, strong active listening abilities, multitasking, and maintaining composure when handling client concerns are crucial. Additionally, the role demands efficient management of a high-volume workload. As a remote position, the ability to work independently and meet daily and weekly goals is vital for success.

Requirements

• High school diploma or equivalent
• Ability to communicate clearly, calmly, and confidently on the telephone and email with excellent verbal and written communication skills in order to conduct interviews with clients and potential suspects, merchants and law enforcement
• Ability to use effective customer service techniques with clients who may be aggressive or under stress
• Ability to work effectively in a diverse work group and collaborate with multiple cross functional teams
• Ability to work independently to problem solve, organize, and prioritize cases
• Analytical and detail oriented with ability to complete repetitive tasks and remain focused while documenting case notes in an organized and comprehensive manner
• Experience with Windows operating systems with ability to multi-task in multiple applications including Outlook, Word, Excel, SharePoint, and Web applications via multiple monitors

Nice To Haves

• 3-5 years' experience in a high stress customer service position.
• Experience with documentation and information retention.
• Investigation and validation of information.
• One-year experience within H&R Block
• One-year similar claims experience

Responsibilities

• Claims Management: Efficiently handle a high volume of cases, including Peace of Mind, Accuracy claims, Tax Identity Shield claims and sales force cases, ensuring adherence to service level agreements. Review and gather claim details through phone, email, Work Center, and Microsoft Teams. Proactively identify missing information and accurately document all interactions in compliance with departmental SOPs
• Client and Field Inquiries: Address and resolve field and client inquiries through Salesforce escalations, incoming/outgoing calls, and emails. Demonstrate empathy and confidence in handling concerns and ensuring positive claim outcomes
• Claims Monitoring and Coordination: Monitor pending submission claims for required information, coordinating with field associates and management to ensure timely submission and processing in accordance with the department’s service level agreements
• Inbox and Mailroom Management: Collaborate with team members to efficiently manage the client claims email inbox and virtual mailroom, ensuring the accurate and timely processing of all incoming correspondence
• Phone Management: Ensure timely login to the phone system at the beginning of each workday. Maintain consistent availability, except during scheduled breaks/lunch, to efficiently handle incoming calls. Provide support to field personnel and clients by addressing claims-related inquiries and concerns
• Adaptability and Support: Demonstrate a proactive willingness to take on additional tasks as needed to support the department’s success, while maintaining a strong client-focused approach

Benefits

• You’ll reap the rewards of helping others along with competitive compensation and benefits to support your health and well-being.
• Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED