[Hiring] Senior Customer Care Professional @Katch

Role Description

The Sr. Customer Care Professional serves as the primary point of contact for customers regarding potential third-party liability inquiries. This role is responsible for handling inbound calls, assessing customer needs, resolving issues, documenting interactions, and delivering high-quality customer service while meeting productivity and quality standards. The position requires strong communication, problem-solving, and computer navigation skills, as well as the ability to work effectively in a fast-paced, team-oriented environment.

• Serve as the primary customer contact for inbound and outbound inquiries related to potential third-party liability and subrogation matters.
• Conduct professional interviews to gather, verify, and document information regarding accidents, injuries, insurance coverage, and related claims.
• Assess customer needs and determine appropriate next steps using established business processes and guidelines.
• Research and resolve customer inquiries while maintaining a high level of accuracy and professionalism.
• Utilize multiple computer systems simultaneously to review, document, and update case information during customer interactions.
• Ensure timely, accurate, and complete documentation of all customer contacts.
• Maintain compliance with HIPAA, privacy regulations, and company policies.
• Meet or exceed established productivity, quality, attendance, and schedule adherence expectations.
• Identify process improvement opportunities and provide feedback to leadership to enhance customer experience and operational performance.
• Collaborate with internal departments and business partners to resolve customer concerns and support recovery initiatives.
• Assist with training, guidance, or mentoring of less experienced team members as needed.

Qualifications

• High school diploma or GED
• 1+ years of customer service experience resolving customer issues, or one year of office experience using telephone and computer systems as primary work tools
• Authorization to work in the United States
• Availability to work a full-time schedule during operating hours (10:30am-7:00pm CST)
• Proficiency with Windows-based applications and the ability to learn new systems and technologies
• Ability to navigate multiple applications while speaking with customers
• Strong verbal and written communication skills
• Demonstrated customer service, relationship-building, and problem-resolution abilities

Requirements

• LOCATION ELIGIBILITY REQUIREMENT: This position offers remote work flexibility for candidates who reside in one of our eligible hiring states: Georgia, Florida, Pennsylvania, Kentucky, Texas, Wisconsin, or Michigan.
• Applicants must be located in and legally authorized to work from one of these states at the time of hire and throughout their employment.

Benefits

• Comprehensive medical, dental, and vision coverage
• Wellness program with resources for healthy living
• Health Savings Account (HSA) and Flexible Spending Account (FSA) for tax-free savings
• Tuition reimbursement opportunities
• Generous PTO so you can recharge
• Paid holidays and sick time
• Leave options to support life’s biggest moments
• Life and Disability insurance through Unum
• Voluntary coverage options for added peace of mind (Critical Illness, Accident, Hospital Indemnity, Legal, and Identity Protection)
• Employee Assistance Program (EAP) for free, confidential counseling and support
• Remote work options available for many roles
• Flexible schedules in select positions