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.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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.
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.