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(R) 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…