Customer Service Representative

Job Summary

This role focuses on delivering empathetic and accurate customer service for workers compensation insurance claims within a hybrid work model and rotational shift environment. The specialist will handle claim inquiries from Spanish speaking customers support end to end claim servicing and ensure timely resolution that aligns with company standards regulatory requirements and a strong commitment to societal well being through fair claim support.

Responsibilities

• Provide responsive and courteous customer service for workers compensation claims by managing inquiries across channels and ensuring clear information is shared in a timely and accurate manner
• Handle claim related questions from employees and employers with careful attention to policy coverage claim status and next steps fostering trust and confidence in the claims process
• Coordinate closely with internal claims handlers and support teams to streamline case activities and reduce delays improving overall claim cycle time and customer satisfaction
• Document every customer interaction and claim detail thoroughly in case management systems to maintain reliable records that support compliance reporting and smooth handoffs across teams
• Communicate complex claim decisions and procedures in simple and respectful language in Spanish and English enabling customers to understand their rights and responsibilities in the workers compensation process
• Assist claimants with required forms and documentation by guiding them through each step and clarifying expectations reducing errors and rework for both the claimant and the organization
• Monitor active claims for follow up actions and proactively reach out to stakeholders when updates are needed ensuring that no case is left unattended and service standards are consistently met
• Support rotational shift operations by maintaining consistent service quality across different time slots contributing to seamless coverage for customers regardless of when they contact the company
• Collaborate with team members in a hybrid work environment using digital tools and clear communication practices helping maintain continuity of service and shared understanding of claim priorities
• Apply knowledge of workers compensation regulations and claim handling practices to identify potential issues early escalating concerns appropriately to protect both claimants and the company
• Adhere strictly to organizational policies confidentiality expectations and data privacy norms while handling sensitive claim information safeguarding stakeholder trust and regulatory compliance
• Contribute to service improvement initiatives by sharing recurring customer pain points and practical suggestions with process owners helping enhance claim experiences and social impact through fair outcomes
• Participate in ongoing training on claims procedures customer service techniques and language proficiency to strengthen capabilities and sustain high quality interactions with diverse customer groups

Qualifications

• Possess solid customer service experience with two to three years in a client facing environment where prompt issue resolution and empathetic communication were central responsibilities
• Demonstrate practical exposure to workers compensation claim scenarios with familiarity in claim intake documentation requirements and typical workflows used in claims servicing contexts
• Show strong ability to read write and speak Spanish fluently while also communicating effectively in English allowing seamless support for multilingual customers and stakeholders
• Exhibit proficiency with office productivity tools and claim support systems to navigate case records update information accurately and use collaboration platforms effectively in a hybrid work setting
• Display clear problem solving abilities by analyzing customer concerns identifying root causes and applying relevant policies and procedures to reach fair and timely resolutions
• Bring proven adaptability to rotational shift schedules through reliable attendance and consistent performance ensuring stable service coverage for customers at varying times
• Maintain high standards of professionalism empathy and cultural sensitivity when interacting with injured workers and employers reinforcing the company commitment to safety recovery and social responsibility