Customer Service Specialist

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

Remote Customer Service Specialist- Remote

SCHEDULE: Sun/Mon/Tues/Wed/Fri 9:30am–6:30pm EST

PRIMARY PURPOSE: To provide exceptional customer support on Sedgwick’s primary temporary housing line by assisting policyholders, adjusters, and partners with housing-related inquiries. This role is responsible for handling inbound calls, processing hotel extensions, supporting billing-related questions, and performing administrative tasks to ensure accuracy, timeliness, and quality service across all housing operations.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Answers inbound calls from insureds/policyholders, adjusters, hotels, and property managers in a professional, friendly, and compassionate manner.
• Serves as the first point of contact for housing-related inquiries, demonstrating strong service and problem-solving skills
• . Learns the functions of each department in order to accurately resolve issues and answer questions.
• Accurately and efficiently enters new housing claims into the system.
• Monitors inbound email for claim questions, approvals, and new housing requests.
• Contacts insureds via text and email to confirm hotel extension needs.
• Updates and maintains the hotel database to ensure accuracy and uniformity.
• Extends hotel stays for clients currently in-house.
• Retrieve hotel folios (receipts) from properties for completed and partial stays
• Audit hotel folios and related claims for billing accuracy, compliance, and documentation
• Verifies and maintains accurate data across internal systems.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization’s quality program(s).

QUALIFICATIONS

Education & Licensing
Bachelor’s degree or equivalent from an accredited college or university preferred.

Experience
Four (4) years of experience in claims processing or related business experience, or equivalent combination of education and experience required. Insurance or finance industry experience preferred.

Skills & Knowledge

• Working knowledge of billing and reconciliation systems, claim systems, financial services, and insurance products
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Excellent analytical and interpretive skills, including efficient use of MS Excel
• Excellent problem solving and resolution skills
• Strong organizational skills
• Ability to maintain confidentiality
• 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, troubleshooting, problem solving, analysis, 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

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

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.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $17/hr. Always accepting applications.

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.