DRP Service Center Specialist

About the role

Sedgwick is hiring a DRP Service Center Specialist, working remotely from Georgia. The specialist supports customer service representatives in expediting applications by providing claims general information, tracking trends, investigating client feedback and helping develop corrective and preventative actions.

Key responsibilities

• Track trends, investigate client feedback internally and externally, and help develop corrective and preventative actions
• Take part in cross-functional teams as required
• Help gather and distribute internal and external customer and product surveys
• Direct workflow and workload assignments for the team
• Communicate the claims process with claimants and clients by phone and/or written correspondence
• Tell claimants what documentation is needed, the time frames, payment information and claim status
• Maintain a quality service culture and act as a customer liaison, resolving problems related to the application process
• Enter verbal and written application information and direct customer calls to the right person
• Support the organization's quality program and perform other duties as assigned

Required profile

• High school diploma or GED required; associate degree from an accredited college or university preferred
• Two years of call center or customer service experience, or an equivalent combination of education and experience
• Ability to handle work-related stress, multiple priorities and deadlines, and to meet performance competencies

Required skills

• Strong customer service skills
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Strong organizational and interpersonal skills, able to work in a team