Operations Specialist - Claims

H&R Block•UNAVAILABLE, Missouri

33d•Onsite

About The Position

This role involves reviewing client claims for accuracy and required documentation, processing claims for payment or further research, and acting as a liaison with field associates and management regarding client claims, associated software applications, and processes. The specialist will assist internal and external clients through various communication channels, monitor pending and under-review claims, and ensure claims are processed within service level agreements. A key part of the role is performing detailed reviews of claim information to ensure consistency with company policies, supporting field associates and management by bridging communication with other business units, and providing feedback on department policies and processes. Additionally, the role includes researching and resolving client claims issues via Sales Force client escalations.

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.
No previous work experience necessary

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

Review client claims for accuracy and required documentation.
Process claims for payment or additional research.
Serve as liaison with field associates and management regarding client claims, associated software applications, and processes.
Assist internal and external clients using multiple communication methods, such as phone, e-mail, mail, and instant messaging.
Monitor pending submission claims and work with field associates to assist with submitting to review or void as needed.
Monitor under-review claims for needed information and coordinate with field associates and tax analysts to ensure claims are processed within the department service level agreement.
Perform detailed review of claim information and notes to ensure consistency and uniformity with company policies.
Support field associates & management by serving as a liaison between them and other business units.
Actively provide support and feedback regarding department policies, processes & guidelines.
Research and resolve client claims issues via Sales Force client escalations.
Other duties as assigned.