Service Center Representative

Sedgwick•Dublin, OH

About The Position

The Service Center Representative provides service to callers with claims across multiple lines of business. The role expedites the claims application process, records detailed claim notes, resolves issues through a one-call/one-person response where possible, and directs calls to the appropriate escalation path when needed. Representatives act as a primary liaison for callers, assisting with questions and problems related to claims applications and servicing processes in line with client specifications. The role educates customers and claimants about required documentation, time frames, payment information, claim status, client requirements, and benefit plans. It also involves accurately entering verbal and written application information into the claims management system, assigning new claims to the appropriate claims handler, and routing or escalating calls as needed. Attendance during scheduled work hours is required. Sedgwick describes this as an entry-level opportunity with a training program, an assigned mentor and manager, and career-development and promotional-growth opportunities. Work is described as taking place in an office and/or virtual setting.

Requirements

High school diploma or GED.
One year of customer service experience, or an equivalent combination of education and experience.
Enthusiasm, a collaborative approach, motivation and drive, customer orientation, empathy, and a solution-focused approach.

Nice To Haves

College courses.
Inbound call center experience.

Responsibilities

Serve as the primary liaison with callers, following client specifications to answer questions and solve problems related to claims applications and servicing processes.
Educate customers through multiple communication channels about documentation requirements, required time frames, payment information, and claim status.
Explain client requirements and benefit plans to claimants and callers, and document required call details concisely and professionally.
Accurately enter verbal and written application information into the claims management system to meet internal and external customer requirements.
Assign new claims to the appropriate claims handler.
Direct customer calls to the appropriate contact at multiple locations or escalate them to a Service Center Specialist or management as needed.
Attend work during scheduled hours.