Senior Case Coordinator - Hybrid Potential

Company: Sedgwick
Location: Bedford
Posted on: January 22, 2023

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