Customer Service Representative

Job Summary

The Sr. Process Executive-Ops will play a crucial role in delivering exceptional customer service within the Workers Compensation domain. With a focus on Care Management Policy Administration and Claims the candidate will ensure efficient operations and client satisfaction. This hybrid role requires proficiency in Spanish and offers a dynamic work environment with day shifts.

Responsibilities

• Provide outstanding customer service by addressing client inquiries and resolving issues related to Workers Compensation.
• Collaborate with team members to ensure seamless policy administration and claims processing.
• Utilize expertise in Care Management to enhance service delivery and client satisfaction.
• Analyze customer feedback to identify areas for improvement and implement effective solutions.
• Maintain accurate records and documentation for all customer interactions and transactions.
• Assist in the development and implementation of process improvements to optimize operations.
• Communicate effectively with clients and stakeholders in both English and Spanish.
• Ensure compliance with company policies and industry regulations in all activities.
• Support the training and development of junior team members to enhance overall team performance.
• Monitor and report on key performance indicators to drive continuous improvement.
• Engage with clients to understand their needs and provide tailored solutions.
• Coordinate with cross-functional teams to ensure timely resolution of customer issues.
• Contribute to the company's mission by delivering high-quality service that positively impacts society.

Qualifications

• Possess a minimum of 2 years of experience in customer service within the Workers Compensation domain.
• Demonstrate proficiency in Care Management Policy Administration and Claims.
• Exhibit strong communication skills in both English and Spanish.
• Show ability to work effectively in a hybrid work model with day shifts.
• Display excellent problem-solving skills and attention to detail.
• Have a proactive approach to identifying and implementing process improvements.
• Maintain a customer-focused mindset with a commitment to delivering exceptional service.

Certifications Required

Certified Workers Compensation Professional (CWCP)