Sedgwick Consumer Care Team Lead in Helena, Montana
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.
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Consumer Care Team Lead
Training Schedule: Monday- Friday, will vary, 10:00am- 6:30pm EST
Regular Schedule (post training): Monday- Friday, 11:30am- 8:00pm EST
PRIMARY PURPOSE : To supervise consumer care colleagues ensuring departmental processes and procedures are adhered to in pursuing business objectives; to support unit colleagues in continued developmental growth; and to ensure company service standards are met.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
Supervises a consumer care unit, providing leadership, direction and support.
Ensures processes and procedures are adhered to ensuring departmental objectives are met.
Monitors workloads and status; supports colleagues by providing advice on handling complex issues.
Identifies and resolves problems and issues.
Communicates with upper management regarding unit issues.
Directs workflow and workload assignments to the team.
Tracks trends, investigates escalations, balances workloads, and serves as liaison with customers to assist with problem resolution.
Ensures that best practices and SLAs are met; provides coaching and mentoring to individual colleagues.
Works closely with six sigma black belts and business analysts to identify opportunities for change to support continuous improvement.
Reviews and evaluates accuracy of compensability decisions and claim assignments.
Manages staffing schedules to ensure appropriate department coverage.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
Performs other duties as assigned.
Supports the organization's quality program(s).
Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
Provides support, guidance, leadership and motivation to promote maximum performance.
Education & Licensing
Bachelor's degree from an accredited college or university preferred.
Six (6) years of call center or customer service experience or equivalent combination of education and experience required.
Skills & Knowledge
Strong organizational and conflict resolution skills
Production and quality-driven mentality
Excellent customer service skills
Good knowledge of service center processes and procedures
Good oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Analytical and interpretive skills
Excellent interpersonal skills
Excellent negotiation skills
Good judgment and discretion skills
Ability to manage by reports and metrics
Ability to manage multiple projects and set priorities
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental : Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical : Computer keyboarding, travel as required
Auditory/Visual : Hearing, vision and talking
NOTE : Credit security clearance, confirmed via a background credit check, is required for this position.
As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $54,000 . A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
at any time.
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.
Taking care of people is at the heart of everything we do. Caring counts
Sedgwick is a leading global provider of technology-enabled risk, benefits and integrated business solutions. Every day, in every time zone, the most well-known and respected organizations place their trust in us to help their employees regain health and productivity, guide their consumers through the claims process, protect their brand and minimize business interruptions. Our more than 30,000 colleagues across 80 countries embrace our shared purpose and values as they demonstrate what it means to work for an organization committed to doing the right thing – one where caring counts. Watch this video to learn more about us. (https://www.youtube.com/watch?v=ywxedjBGSfA)