Job Summary
This role focuses on delivering high quality customer service in a work from home model for an international organization that manages workers compensation claims. The specialist handles complex insurance claim inquiries supports Spanish speaking customers and ensures fair and timely resolution.
Responsibilities
- Handle end to end workers compensation claim inquiries by responding to customers in a timely and empathetic manner while maintaining high service quality standards.
- Manage inbound and outbound interactions through multiple communication channels while ensuring every customer contact is accurately documented and resolved.
- Coordinate with internal claims teams to gather necessary information on open cases while ensuring that all claim details are up to date and compliant with process guidelines.
- Analyze claim information such as incident narratives medical documents and wage details while identifying gaps or discrepancies that require further clarification.
- Provide clear and understandable explanations of policy coverage claim status and next steps to workers employers and other stakeholders while maintaining a calm and professional tone.
- Support Spanish speaking customers by reading writing and speaking in Spanish while ensuring that all information captured is translated accurately into operational systems.
- Escalate complex or high risk claim issues to senior claim specialists while providing complete background information to support quick and informed decisions.
- Monitor turnaround times and service level commitments while proactively following up on pending actions to avoid delays in claim resolution.
- Maintain strict adherence to data privacy and regulatory requirements for workers compensation claims while handling sensitive personal and medical information.
- Use claim management tools and customer service platforms efficiently while updating notes actions and outcomes with precise and concise descriptions.
- Collaborate with quality and training teams by sharing recurring customer issues and process gaps while contributing to continuous improvement of claim handling practices.
- Adhere to rotational shift schedules while managing workload and personal productivity in a fully remote work from home environment.
- Deliver a consistent customer experience that supports the organization purpose of protecting workers and enabling faster financial recovery after workplace injuries.
Qualifications
- Demonstrate professional experience in customer service of at least two years within an operations or contact center environment while handling high volume interactions.
- Show hands on exposure to workers compensation claims processes while understanding common claim lifecycle stages and standard documentation requirements.
- Apply strong verbal and written communication skills in Spanish and English while ensuring clarity empathy and cultural sensitivity in every interaction.
- Utilize basic analytical and problem solving skills while reviewing claim information identifying missing details and suggesting appropriate next actions.
- Exhibit familiarity with claim or case management systems and office productivity tools while adapting quickly to new digital platforms used by the organization.
- Display strong attention to detail while entering claim data updating records and verifying accuracy to reduce rework and operational risk.
- Maintain resilience in rotational shift schedules while effectively managing time focus and work life balance in a remote setup to sustain consistent performance.
Certifications Required
Any recognized certification in customer service or contact center operations such as Certified Customer Service Professional or equivalent would be beneficial.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
