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Customer Service Representative

a person smiling at a table with a laptop


Job Summary

The Sr. Process Executive-Ops role is designed for individuals with 2 to 4 years of experience in customer service and workers compensation domains. This hybrid position requires rotational shifts and proficiency in Spanish. The candidate will manage policy administration new business and claims processes ensuring efficient operations and customer satisfaction.


Responsibilities

  • Manage customer inquiries and provide timely resolutions to enhance customer satisfaction and loyalty.
  • Oversee workers compensation policy administration ensuring compliance with industry standards and regulations.
  • Facilitate new business processes by coordinating with clients and internal teams to ensure seamless onboarding.
  • Handle claims processing efficiently ensuring accuracy and adherence to company protocols.
  • Collaborate with cross-functional teams to optimize operations and improve service delivery.
  • Utilize technical skills in customer service to address complex issues and provide effective solutions.
  • Monitor and analyze operational metrics to identify areas for improvement and implement corrective actions.
  • Support the development and implementation of process improvements to enhance efficiency and productivity.
  • Communicate effectively with clients and stakeholders in Spanish ensuring clarity and understanding.
  • Adapt to rotational shifts to meet business needs and ensure continuous service availability.
  • Participate in training sessions to stay updated on industry trends and best practices.
  • Contribute to team meetings and discussions providing insights and feedback to drive project success.
  • Ensure all documentation is accurate and up-to-date maintaining transparency and accountability. Qualifications
  • Possess strong customer service skills with the ability to manage complex inquiries effectively.
  • Have experience in workers compensation domains including policy administration new business and claims.
  • Demonstrate proficiency in Spanish both written and spoken to communicate effectively with clients.
  • Exhibit excellent organizational skills to manage multiple tasks and priorities efficiently.
  • Show adaptability to work in a hybrid model with rotational shifts.
  • Display analytical skills to monitor operational metrics and identify improvement opportunities.
  • Maintain a proactive approach to learning and development staying abreast of industry changes.

    • Certifications Required

    Certified Customer Service Professional (CCSP) Workers Compensation Claims Certification

    The Cognizant community:
    We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

    • Cognizant is a global community with more than 300,000 associates around the world.
    • We don’t just dream of a better way – we make it happen.
    • We take care of our people, clients, company, communities and climate by doing what’s right.
    • We foster an innovative environment where you can build the career path that’s right for you.

    About us:
    Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

    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, state 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.

    Disclaimer:
    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.

    Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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