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

PRIMARY PURPOSE:  Step into a vital role at the heart of the insurance claims process. As a Customer Experience Specialist, you’ll be the first point of contact for policyholders during some of their most important moments. Your mission is to provide clear, compassionate, and knowledgeable support—ensuring every caller feels heard, informed, and confident in the process.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes.

• Educates and informs the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.

• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.

• Enters verbal and written application information that meets both the internal and external customer’s requirements accurately into the claims management system.

• Assigns new claims to the appropriate claims handler.

• Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist/management as needed.

• Attendance during scheduled work hours is required.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.

• Supports the organization's quality program(s).

QUALIFICATIONS
 

Education & Licensing
High school diploma or GED required. College courses preferred
 

Experience
At least one year of customer service experience (insurance or call center experience preferred)
 

Skills & Knowledge

• Knowledge of medical terminology

• Understanding of claims management

• Strong communication skills with the ability to explain complex information clearly

• Proficiency with Microsoft Office and the ability to navigate multiple systems simultaneously

• Strong organizational skills

• Familiarity with insurance terminology and claims processes

• Strong organizational skills and the ability to multitask in a fast-paced environment

• Ability to support multiple clients across communication channels and utilize multiple systems simultaneously

• A collaborative mindset with the ability to work independently when needed

• 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.

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.