Senior Case Coordinator - Hybrid Potential
Company: Sedgwick
Location: Bedford
Posted on: January 22, 2023
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Job Description:
Taking care of people is at the heart of everything we do, and
we start by taking care of you, our valued colleague. A career at
Sedgwick means experiencing our culture of caring. It means having
flexibility and time for all the things that are important to you.
It's an opportunity to do something meaningful, each and every day.
It's having support for your mental, physical, financial and
professional needs. It means sharpening your skills and growing
your career. And it means working in an environment that celebrates
diversity and is fair and inclusive.A career at Sedgwick is where
passion meets purpose to make a positive impact on the world
through the people and organizations we serve. If you are someone
who is driven to make a difference, who enjoys a challenge and
above all, if you're someone who cares, there's a place for you
here. Join us and contribute to Sedgwick being a great place to
work.Great Place to Work Most Loved Workplace Forbes Best-in-State
EmployerSenior Case Coordinator - Hybrid PotentialThis is not a
Call Center Position.Work Schedule is Monday - FridayWe offer
benefits on day one:401KMedical, Dental, VisionGenerous PTO
packageBusiness Casual Dress CodeHybrid potential after
trainingPosition Purpose:This role is expected to communicate with
customers, financial institutions, attorneys, and auto dealership
personnel to coordinate the buyback of vehicles on behalf of the
client, including but not limited to: mailing, calling, emailing
and faxing appropriate parties to complete required tasks. To
coordinate all assigned customer activities related to Automotive
Manufacturer reacquired vehicles. These activities include, but are
not limited to, document collection, financial calculation,
presenting buyback offer and negotiation, where necessary. Provides
resolution for difficult issues and assignments. They must have an
understanding and be compliant with the necessary paperwork and the
vehicle surrender requirements of each states guideline and be able
to complete tasks in a timely manner.Key Position
Activities:Provide exceptional customer service at all times to
customersDe-escalate customers with prolonged vehicle issuesLiaise
between manufacturer, dealer, and customerAdministrative tasks/data
entryBuild and maintain client/customer relationshipsStrengthen
clients' brand & maintain trust between client and customerUpdate
customer database systems with owner record changes, diary note
entries, and workflow case to completionEscalate customer or dealer
issues to manager as appropriateEnsure quality of service on all
phone callsAbility to multi-task with phone and computerAdhere to
company policies and responsibly manage time & attendanceAssist
with other duties as assignedScope of
Work:Contacts(Internal/External):Daily contact with customers,
financial institutions, attorneys, and auto dealership personnel to
coordinate the buyback of vehicles on behalf of the client and the
necessary paperwork involved.Regular contact on each assigned case
to ensure the client's customer satisfaction.Financial
Responsibility:N/ADirect Reports:N/AEducation and Experience
Required:Type 40+ WPM, meet required data entry and customer
service experience assessmentsExceptional verbal and written
communication & Phone de-escalation skillsHigh School Diploma or
GED requiredBachelor's degree preferred or some college course work
completed 2+ years of customer service experience preferredSolid
verbal communication skills with professional telephone and email
etiquetteBasic math, reading, writing, organizational skills, and
problem-solving capabilitiesExperience in the Automotive Industry
preferredMeet background verification requirementsKey
Competencies:Demonstrates the ability to understand and manage
complex processesDemonstrates the ability to have strong discipline
in time management and multi-taskingDemonstrates the ability to
take appropriate actions to ensure that customer, dealer, and
Client representatives' needs are met which includes proactively
searching for ways to shorten process cycle time while increasing
customer satisfaction, with minimal to no direction from
management.Demonstrates the ability to speak clearly and convey
information orally, both on an individual basis and in a
group.Demonstrates the ability to draft written communication, both
on an individual basis and in a group.Demonstrates the ability to
positively and confidently share opinions and feelings in the
spirit of cooperation and team building. Accurately communicates
with others regardless of their status or position.Demonstrates the
ability to deal openly and honestly with customers and management
while building credibility and maintaining trust. Exhibits empathy
and sensitivity for the needs of customers, dealers, and Client
representatives. Is perceived by others as being helpful and
supportive.Other (i.e. physical requirements, travel, etc. that is
not covered above:Sedgwick is an Equal Opportunity Employer and a
Drug-Free Workplace.If you're excited about this role but your
experience doesn't align perfectly with every qualification in the
job description, consider applying for it anyway! Sedgwick is
building a diverse, equitable, and inclusive workplace and
recognizes that each person possesses a unique combination of
skills, knowledge, and experience. You may be just the right
candidate for this or other roles.
Keywords: Sedgwick, Bedford , Senior Case Coordinator - Hybrid Potential, Other , Bedford, Texas
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