Job Summary
This hybrid role focuses on delivering high quality customer service for insurance claims within the Workers Compensation finance and accounting domain. The specialist will handle inquiries in Spanish and English support claims processing and ensure accurate documentation while working in rotational shifts. The role contributes to timely benefits for injured workers and supports efficient operations for a global enterprise.
Responsibilities
- Handle incoming customer inquiries on workers compensation insurance claims with clear and empathetic communication in Spanish and English ensuring accurate and timely responses that support claim progression and client satisfaction.
- Process assigned claims related financial and accounting tasks by validating documentation checking data consistency and logging activities in internal systems to maintain precise records.
- Coordinate with internal operations and claims processing teams to clarify missing information resolve discrepancies and support smooth end to end handling of workers compensation cases.
- Monitor claim status through internal tools update notes in a structured format and escalate exceptions in line with standard operating procedures to minimize delays and rework.
- Respond to written queries from claimants employers and partner teams in Spanish and English providing clear explanations on claim status required documents and timelines.
- Maintain compliance with company policies and regulatory guidelines in all customer interactions and documentation activities within the workers compensation finance and accounting context.
- Identify recurring issues and patterns in customer queries share insights with supervisors and support continuous improvement of processes and knowledge content.
- Use contact center and case management tools to log every interaction accurately tag the right categories and ensure complete and auditable histories for each claim.
- Follow rotational shift schedules consistently adapt to changing work volumes and coordinate handovers in a structured manner to maintain continuity of service across time slots.
- Collaborate with quality and training teams by providing feedback on process gaps contributing to updates in reference materials and participating in refresher sessions when required.
- Adhere to defined productivity and quality metrics such as average handling time first contact resolution and accuracy striving to exceed minimum standards while maintaining customer centricity.
- Support hybrid work expectations by maintaining connectivity data security practices and availability standards when operating from office or remote locations according to company guidelines.
- Contribute to the broader company purpose by enabling timely claim resolution that supports injured workers and their families while helping employers manage financial obligations responsibly.
Qualifications
- Possess one to two years of experience in customer service environments preferably in insurance or financial services with direct exposure to complex case handling.
- Demonstrate hands on experience in workers compensation processes within finance and accounting including familiarity with claim payment calculations and related documentation flows.
- Exhibit strong Spanish language skills in reading writing and speaking along with functional proficiency in English to manage bilingual customer interactions confidently.
- Show capability to work in rotational shifts and hybrid work arrangements while maintaining consistent performance reliability and adherence to schedules.
- Apply solid communication skills active listening and problem solving abilities to deescalate concerns and guide customers through claim related procedures.
- Utilize basic office productivity tools and case management applications to document interactions track tasks and follow up on pending actions accurately.
- Display understanding of data privacy norms and ethical handling of sensitive personal and financial information in line with organizational and regulatory expectations.
Certifications Required
Any recognized certification in customer service or contact center operations such as a customer service professional credential is preferred.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。