Service Center Representative (Claims Support) - Bartlesville, OK

About the role

Sedgwick is hiring an on-site Service Center Representative (titled Customer Experience Specialist) in Bartlesville, Oklahoma, to act as the first point of contact for policyholders during key moments of the insurance claims process. The role provides clear, compassionate and knowledgeable support so that every caller feels heard, informed and confident.

Key responsibilities

• Act as primary liaison with callers, following client specifications while helping them with questions and problems related to claims applications and servicing.
• Educate customers through multiple channels about the documentation needed to process a claim, required time frames, payment information and claim status.
• Explain client requirements and benefit plans, documenting the call concisely and professionally.
• Enter verbal and written application information accurately into the claims management system.
• Assign new claims to the appropriate claims handler and direct calls to the right contacts or escalate to the Service Center Specialist or management as needed.
• Attend scheduled work hours, perform other duties as assigned and support the organization's quality programs.

Required profile

• High school diploma or GED required; college courses preferred.
• At least one year of customer service experience; insurance or call center experience preferred.
• Familiarity with insurance terminology and claims processes.
• Ability to meet or exceed performance competencies.

Required skills

• Knowledge of medical terminology and understanding of claims management.
• Strong communication skills, able to explain complex information clearly.
• Proficiency with Microsoft Office and ability to use multiple systems at once.
• Strong organizational skills and ability to multitask in a fast-paced environment.