Sr. Customer Care Professional

Accountabilities:

• Handle inbound and outbound customer inquiries related to potential third-party liability and subrogation matters.

• Conduct professional customer interviews to collect, verify, and document information about accidents, injuries, insurance coverage, and related claims.

• Assess customer needs, research inquiries, resolve issues, and determine appropriate next steps in accordance with established procedures.

• Navigate multiple computer applications simultaneously while communicating with customers and updating case information.

• Maintain complete, accurate, and timely records of all customer interactions.

• Protect sensitive information and comply with HIPAA requirements, applicable privacy regulations, and internal policies.

• Meet established productivity, service quality, attendance, and schedule adherence targets.

• Collaborate with internal teams and business partners to address customer concerns and support recovery initiatives.

• Identify opportunities to improve processes and customer experiences, sharing constructive feedback with leadership.

• Provide guidance, training, or mentoring to less experienced colleagues when needed.

Requirements

• High school diploma or GED equivalent.

• At least one year of customer service experience involving issue resolution, or one year of office experience using telephone and computer systems as primary work tools.

• Current authorization to work in the United States.

• Residence inGeorgia, Florida, Pennsylvania, Kentucky, Texas, Wisconsin, or Michiganat the time of hire and throughout employment.

• Availability to work full-time, Monday through Friday, from10:30 a.m. to 7:00 p.m. Central Time.

• Proficiency with Windows-based applications and the ability to learn new systems and technologies quickly.

• Ability to navigate multiple applications while speaking with customers.

• Strong verbal and written communication skills, with a professional and customer-focused approach.

• Demonstrated relationship-building, critical-thinking, and problem-resolution abilities.

• Strong attention to detail, organizational skills, and the ability to manage competing priorities in a fast-paced, team-oriented environment.

Benefits

• Comprehensive medical, dental, and vision coverage.

• Wellness programs and resources to support healthy living.

• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.

• Tuition reimbursement opportunities to support professional development.

• Paid time off to recharge and maintain work-life balance.

• Paid holidays and sick time.

• Leave options to support important life events.

• Life and disability insurance.

• Optional supplemental coverage, including critical illness, accident, hospital indemnity, legal services, and identity protection.

• Employee Assistance Program (EAP), providing free and confidential counseling and support.

• Remote work flexibility for eligible positions.

• Flexible scheduling opportunities in select roles.