Customer Service Specialist

About Sedgwick

Join Sedgwick, a global leader in risk and claims management, where you will be part of a dynamic organization dedicated to making a meaningful difference in people's lives. With a workforce of over 33,000 colleagues worldwide and a client base spanning 80 countries, Sedgwick specializes in claims administration, loss adjusting, benefits management, and product recall solutions. Recognized for its exceptional workplace culture, Sedgwick has been acknowledged as one of America's Greatest Workplaces by Newsweek, certified as a Great Place to Work®, and listed among Fortune’s Best Workplaces in Financial Services & Insurance. Our commitment to innovation, diversity, and employee growth makes Sedgwick an ideal place to develop your career while contributing to impactful work that helps individuals face the unexpected with confidence.

About The Role

We are seeking a Remote Customer Service Specialist to join our team, responsible for providing exceptional support on Sedgwick's primary temporary housing line. In this role, you will serve as the first point of contact for policyholders, adjusters, hotels, and property managers, assisting with housing-related inquiries and ensuring seamless service delivery. The position involves handling inbound calls, processing hotel extensions, supporting billing and claim-related questions, and performing administrative tasks to maintain accuracy and efficiency across housing operations. This role offers flexible scheduling options, with shifts designed to accommodate work-life balance, and provides an excellent opportunity to be part of a caring culture that values professional development and employee well-being.

Qualifications

• Bachelor's degree or equivalent from an accredited college or university (preferred)
• Minimum of four (4) years of experience in claims processing or related business fields, or an equivalent combination of education and experience
• Experience in the insurance or finance industry is preferred
• Working knowledge of billing, reconciliation, claim systems, and financial services
• Proficiency in Microsoft Office Suite, especially Excel
• Excellent oral and written communication skills
• Strong analytical, interpretive, and problem-solving abilities
• Ability to work collaboratively in a team environment
• Ability to maintain confidentiality and handle sensitive information
• Strong organizational skills and attention to detail
• Ability to meet performance standards and adapt to changing priorities

Responsibilities

• Answer inbound calls from policyholders, adjusters, hotels, and property managers in a professional and compassionate manner
• Serve as the primary contact for housing-related inquiries, demonstrating excellent customer service skills
• Learn departmental functions to accurately resolve issues and provide appropriate solutions
• Enter new housing claims into the system efficiently and accurately
• Monitor and respond to inbound emails regarding claim questions, approvals, and housing requests
• Communicate with insureds via text and email to confirm hotel extension needs and updates
• Maintain and update the hotel database to ensure data accuracy and consistency
• Extend hotel stays for current clients and retrieve hotel folios (receipts) for completed or partial stays
• Audit hotel folios and related claims for billing accuracy, compliance, and proper documentation
• Verify data integrity across internal systems and support billing reconciliation processes
• Perform additional duties as assigned, supporting the organization’s quality initiatives and continuous improvement efforts

Benefits

• Competitive compensation aligned with experience and location
• Flexible work schedules to promote work-life balance
• Comprehensive health, dental, and vision insurance plans
• Paid time off and holiday leave benefits
• Opportunities for career development and professional growth
• Recognition programs and a supportive work environment
• Access to employee assistance programs and wellness resources

Equal Opportunity

Sedgwick is an Equal Opportunity Employer committed to fostering an inclusive workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. We promote diversity, equity, and inclusion in all aspects of employment and encourage candidates from all backgrounds to apply. We also provide reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.

Key skills/competency

• Customer Service
• Claims Processing
• Inbound Calls
• Billing Reconciliation
• Data Entry
• Microsoft Excel
• Communication Skills
• Problem-Solving
• Confidentiality
• Organizational Skills