Job Details

Care Team Representative- Bilingual French/English

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there's no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America's Greatest Workplaces National Top Companies

Certified as a Great Place to Work

Fortune Best Workplaces in Financial Services & Insurance

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's 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 rclamations concernant plusieurs secteurs d'activit, y compris, mais sans s'y limiter, acclrer le processus de rclamation et fournir des notes de rclamation dtailles sur tous les appels, rsoudre les problmes en rpondant un seul appel/une seule personne et diriger les appels vers les personnes ressource appropries, selon les besoins.

Fonctions et Responsabilits Essentielles:

• Agir comme agent de liaison principal avec les appelants de plusieurs comptes clients dans un environnement de services partags.
• Suivre les spcifications pour rpondre aux questions et rsoudre les problmes lis aux processus de demande de rclamation et de service.
• Effectuer tout moment la rception des rclamations et assure un service la clientle complet dans le respect des exigences rglementaires, de l'entreprise et des attentes des clients.
• duquer et informer le client sur la documentation ncessaire pour dposer/traiter une rclamation, les dlais requis, les informations de paiement et l'tat de la rclamation.
• duquer les demandeurs/appelants sur les exigences des clients et les rgimes d'avantages sociaux en documentant tous les dtails requis de l'appel de manire concise et professionnelle.
• Saisir les informations de rclamation verbales et crites qui rpondent avec prcision aux exigences du client interne et externe dans le systme appropri.
• Diriger les appels des clients vers le contact appropri plusieurs endroits ou les transmet au spcialiste/ la direction du centre de service la clientle si ncessaire.
• La prsence pendant les heures de travail prvues est requise.

Fonctions et Responsabilits Supplmentaires:

• Disponibilit pour le travail par quarts de travail (jours, soirs et nuits incluant les fins de semaine)
• Effectuer d'autres tches connexes.
• Se dplacer selon les besoins.

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.