About the Role
What you'll do:
JOB SUMMARY
Review client claims for accuracy and required documentation. Process claims for payment or additional research. Serve as liaison with field associates and management regarding client claims, associated software applications, and processes.
JOB DUTIES
- Assist internal and external clients using multiple communication methods, such as phone, e-mail, mail, and instant messaging.
- Monitor pending submission claims and work with field associates to assist with submitting to review or void as needed.
- Monitor under-review claims for needed information and coordinate with field associates and tax analysts to ensure claims are processed within the department service level agreement.
- Perform detailed review of claim information and notes to ensure consistency and uniformity with company policies.
- Support field associates & management by serving as a liaison between them and other business units.
- Actively provide support and feedback regarding department policies, processes & guidelines.
- Research and resolve client claims issues via Sales Force client escalations.
- Other duties as assigned.
Required Qualifications
Education:
- High school diploma or equivalent
Work Experience:
- Ability to communicate clearly, calmly, and confidently on the telephone and email with excellent verbal and written communication skills in order to conduct interviews with clients and potential suspects, merchants and law enforcement.
- Ability to use effective customer service techniques with clients who may be aggressive or under stress.
- Ability to work effectively in a diverse work group and collaborate with multiple cross functional teams.
- Ability to work independently to problem solve, organize, and prioritize cases.
- Analytical and detail oriented with ability to complete repetitive tasks and remain focused while documenting case notes in an organized and comprehensive manner.
- Experience with Windows operating systems with ability to multi-task in multiple applications including Outlook, Word, Excel, SharePoint, and Web applications via multiple monitors.
- No previous work experience necessary
Preferred Qualifications
Work Experience:
- 3-5 years' experience in a high stress customer service position.
- Experience with documentation and information retention.
- Investigation and validation of information.
- One-year experience within H&R Block
- One-year similar claims experience