Service Center Associate

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

Service Center Associate

PRIMARY PURPOSE: To expedite the Customer Service claims application process; to ensure correct case assignment; and to act as a customer liaison in assisting the customer with the correct contact person to resolve problems and/or questions.

Job summary

The CR primary objective is to drive our initiatives and empower our teams. This role requires a dedicated focus on meeting company goals for quality and cycle time.

Key responsibilities

Organizational and strategic duties

• Oversee and manage assigned territory, ensuring all phases run smoothly and according to plan.
• Analyze business objectives to identify opportunities for action and develop targeted strategies.
• Utilize data and metrics to provide positive change and provide data driven recommendations for improvement.
• Coordinate with other departments and external partners to ensure cross-functional success and build strong team bonds.

Operational Objectives/Requirements:

• Cycle Time Management: The employee is responsible to positively affect the departmental goal of a 3.0-day cycle time with a 0.5-day variance allowance. The ultimate goal is an average cycle time of 3.0 days.
• Production and Efficiency: A key responsibility is to maintain production and efficiency.
  • Quality file reviews are to be completed daily from an assigned report prepared by management. 
  • The current objective is a minimum of 10 reviews per hour, it is not a maximum.
  • The percentage of addressed assignments are to be met or exceeded with a weekly average of at least 95% completion.
  • Review screen for individual appraiser volume and address accordingly with limited input from management or others.
• Client Inquiries: Any issues for internal employees or clients to be escalated appropriately to ensure customer satisfaction.

• Review and address Open File, QC Hold, Delayed File reports with limited guidance from management or others.
• Address all client, staff and appraiser issues and escalations in assigned region with limited assistance from management or others.

Team Working

• Training: Provide for your growth plan within the company and discuss possible paths and actions suggested with upper management.

• Foster a positive and collaborative work environment that encourages open communication, recognizes achievements, and resolves conflicts.

Communication and engagement

• Communicate effectively with senior management to provide updates on team progress and campaign developments. 

Required qualifications and skills

Education & Licensing

High school diploma or GED required.

Experience

One (1) year of clerical or customer service experience or equivalent combination of education and experience preferred.

Skills & Knowledge

• Excellent oral and written communication
• PC literate, including Microsoft Office products
• Good customer service skills
• Strong organizational skills
• Good interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

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.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $18.00/hr . A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.