Job Description

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It\xe2\x80\x99s an opportunity to do something meaningful, each and every day. It\xe2\x80\x99s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you\xe2\x80\x99re someone who cares, there\xe2\x80\x99s a place for you here. Join us and contribute to Sedgwick being a great place to work.

Great Place to Work\xc2\xae
Top 100 Most Loved Workplace\xc2\xae
Forbes Best-in-State Employer

Bilingual - Care Team Representative/Repr\xc3\xa9sentant de l\'\xc3\xa9quipe d\'assistance (Overnight Weekdays Shift)

*Sedgwick is looking to hire staff for overnight weekday shifts. There will be a shift premium for those working overnight shifts.

**This is a remote position

PRIMARY PURPOSE: To provide excellent service displaying empathy to callers regarding claims for multiple lines of business, including but not limited to, expediting the claims process and providing detailed claim notes on all calls, resolving issues with one call/one person response, and directing calls to appropriate escalation path as needed.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Acts as primary liaison with callers from multiple client accounts within a shared services environment.
• Follows specifications in assisting with questions and solving problems related to the claims application and servicing processes.
• Performs claim intake and full-service customer support within regulatory requirements, company, and client expectations at all times.
• Educates and informs the customer about documentation required to file/process a claim, required time frames, payment information, and claim status.
• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
• Enters verbal and written claim information that meets both the internal and external customer\xe2\x80\x99s requirements accurately into the appropriate system.
• Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist/management as needed.
• Attendance during scheduled work hours is required.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.

QUALIFICATIONS

Education & Licensing
High school diploma or GED required.

Experience
One (1) year customer service experience or equivalent combination of education and experience required. Inbound call center experience preferred.

Skills & Knowledge

• Excellent verbal and written communication skills
• PC literate, including Microsoft Office products, Windows environment
• Must meet minimum typing requirements
• Strong organizational skills
• Good interpersonal skills
• Ability to multi task in fast paced environment
• Ability to support multiple clients across communication channels and utilize multiple systems simultaneously
• Ability to work in a team environment and/or independently
• Ability to meet or exceed Performance Competencies
• Ability to meet all attendance expectations

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.

We are committed to inclusive, barrier-free recruitment and selection processes. If contacted for an employment opportunity, please advise Colleague Resources if you require accommodation.

OBJECTIF PRINCIPAL : Fournir un excellent service faisant preuve d\'empathie envers les appelants concernant les r\xc3\xa9clamations concernant plusieurs secteurs d\'activit\xc3\xa9, y compris, mais sans s\'y limiter, acc\xc3\xa9l\xc3\xa9rer le processus de r\xc3\xa9clamation et fournir des notes de r\xc3\xa9clamation d\xc3\xa9taill\xc3\xa9es sur tous les appels, r\xc3\xa9soudre les probl\xc3\xa8mes en r\xc3\xa9pondant \xc3\xa0 un seul appel/une seule personne et diriger les appels vers les personnes ressource appropri\xc3\xa9es, selon les besoins.

FONCTIONS ET RESPONSABILIT\xc3\x89S ESSENTIELLES

• Agir comme agent de liaison principal avec les appelants de plusieurs comptes clients dans un environnement de services partag\xc3\xa9s.
• Suivre les sp\xc3\xa9cifications pour r\xc3\xa9pondre aux questions et r\xc3\xa9soudre les probl\xc3\xa8mes li\xc3\xa9s aux processus de demande de r\xc3\xa9clamation et de service.
• Effectuer \xc3\xa0 tout moment la r\xc3\xa9ception des r\xc3\xa9clamations et assure un service \xc3\xa0 la client\xc3\xa8le complet dans le respect des exigences r\xc3\xa9glementaires, de l\'entreprise et des attentes des clients.
• \xc3\x89duquer et informer le client sur la documentation n\xc3\xa9cessaire pour d\xc3\xa9poser/traiter une r\xc3\xa9clamation, les d\xc3\xa9lais requis, les informations de paiement et l\'\xc3\xa9tat de la r\xc3\xa9clamation.
• \xc3\x89duquer les demandeurs/appelants sur les exigences des clients et les r\xc3\xa9gimes d\xe2\x80\x99avantages sociaux en documentant tous les d\xc3\xa9tails requis de l\xe2\x80\x99appel de mani\xc3\xa8re concise et professionnelle.
• Saisir les informations de r\xc3\xa9clamation verbales et \xc3\xa9crites qui r\xc3\xa9pondent avec pr\xc3\xa9cision aux exigences du client interne et externe dans le syst\xc3\xa8me appropri\xc3\xa9.
• Diriger les appels des clients vers le contact appropri\xc3\xa9 \xc3\xa0 plusieurs endroits ou les transmet au sp\xc3\xa9cialiste/\xc3\xa0 la direction du centre de service \xc3\xa0 la client\xc3\xa8le si n\xc3\xa9cessaire.
• La pr\xc3\xa9sence pendant les heures de travail pr\xc3\xa9vues est requise.

FONCTIONS ET RESPONSABILIT\xc3\x89S SUPPL\xc3\x89MENTAIRES

• Disponibilit\xc3\xa9 pour le travail par quarts de travail (jours, soirs et nuits incluant les fins de semaine)
• Effectuer d\'autres t\xc3\xa2ches connexes.
• Se d\xc3\xa9placer selon les besoins.

QUALIFICATIONS

Formation et certification
Dipl\xc3\xb4me d\xe2\x80\x99\xc3\xa9tudes secondaires ou l\'\xc3\xa9quivalent (GED) requis.

Exp\xc3\xa9rience
Un (1) an d\'exp\xc3\xa9rience en service \xc3\xa0 la client\xc3\xa8le ou une combinaison \xc3\xa9quivalente de formation et d\'exp\xc3\xa9rience requise. Exp\xc3\xa9rience en centre d\'appels entrants, de pr\xc3\xa9f\xc3\xa9rence.

Comp\xc3\xa9tences et connaissances

• Excellentes comp\xc3\xa9tences en communication verbale et \xc3\xa9crite
• Connaissance des ordinateurs, y compris les produits Microsoft Office et l\'environnement Windows
• Capacit\xc3\xa9 \xc3\xa0 r\xc3\xa9pondre aux exigences minimales de saisie
• Solides comp\xc3\xa9tences organisationnelles
• Bonnes comp\xc3\xa9tences interpersonnelles
• Capacit\xc3\xa9 \xc3\xa0 effectuer plusieurs t\xc3\xa2ches dans un environnement au rythme rapide
• Capacit\xc3\xa9 \xc3\xa0 prendre en charge plusieurs clients sur les canaux de communication et \xc3\xa0 utiliser plusieurs syst\xc3\xa8mes simultan\xc3\xa9ment
• Capacit\xc3\xa9 \xc3\xa0 travailler en \xc3\xa9quipe et/ou de mani\xc3\xa8re ind\xc3\xa9pendante
• Capacit\xc3\xa9 \xc3\xa0 atteindre ou d\xc3\xa9passer les comp\xc3\xa9tences en mati\xc3\xa8re de rendement
• Capacit\xc3\xa9 \xc3\xa0 r\xc3\xa9pondre \xc3\xa0 toutes les attentes en mati\xc3\xa8re d\'assiduit\xc3\xa9

Les d\xc3\xa9clarations contenues dans ce document visent \xc3\xa0 d\xc3\xa9crire la nature g\xc3\xa9n\xc3\xa9rale et le niveau de travail effectu\xc3\xa9 par un coll\xc3\xa8gue affect\xc3\xa9 \xc3\xa0 cette description. Ils ne sont pas destin\xc3\xa9s \xc3\xa0 constituer une liste exhaustive des fonctions, devoirs ou variantes locales. La direction se r\xc3\xa9serve le pouvoir discr\xc3\xa9tionnaire d\xe2\x80\x99ajouter ou de modifier les fonctions du poste \xc3\xa0 tout moment.

Nous nous engageons \xc3\xa0 mettre en place des processus de recrutement et de s\xc3\xa9lection inclusifs et sans obstacle. Si l\'on vous contacte pour une offre d\'emploi, veuillez informer les ressources humaines si vous avez besoin d\'un accommodement.

Sedgwick is an Equal Opportunity Employer.

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. Sedgwick retains the discretion to add or to change the duties of the position at any time.

Sedgwick