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DRP Service Center Specialist

April 25, 2026

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top CompaniesCertified as a Great Place to Work®Fortune Best Workplaces in Financial Services & InsuranceDRP Service Center SpecialistPRIMARY PURPOSE: To assist customer service representatives in expediting the application by providing claims general information; to track trends; to investigate client feedback both internally and externally; and to assist in developing corrective/preventative action.ESSENTIAL FUNCTIONS and RESPONSIBILITIES<ul><li>Tracks trends, investigates client feedback both internally and externally, and assists in developing corrective/preventative action.</li><li>Participates in cross-functional teams as required.</li><li>Assists in gathering/distribution of internal/external customer/product surveys.</li><li>Directs workflow and workload assignments for the team.</li><li>Communicates claims process with claimant and client either by phone and/or written correspondence.</li><li>Informs claimants of documentation required to process their claim, the required time frames, payment information and claim status either by phone, written correspondence and/or claims system.</li><li>Participates in and maintains a quality service culture within the customer service team.</li><li>Acts as a customer liaison by assisting the customer with problem resolution related to the application process and service; maintains professional client relationships.</li><li>Enters verbal and written application information that meets both the internal and external customers' requirements.</li><li>Directs customer calls to the appropriate person.</li><li>Contributes to achieving client driven performance objectives and other service standards. </li></ul>ADDITIONAL FUNCTIONS and RESPONSIBILITIES<ul><li>Performs other duties as assigned.</li><li>Supports the organization's quality program.</li></ul>QUALIFICATIONSEducation & LicensingHS diploma or GED required. Associate degree from an accredited college or university preferred.ExperienceTwo (2) years call center or customer service experience or equivalent combination of education and experience required.Skills & Knowledge<ul><li>Strong customer service skills</li><li>Excellent oral and written communication, including presentation skills</li><li>PC literate, including Microsoft Office products</li><li>Strong organizational skills</li><li>Excellent interpersonal skills</li><li>Ability to work in a team environment</li><li>Ability to meet or exceed Performance Competencies</li></ul>WORK ENVIRONMENTWhen applicable and appropriate, consideration will be given to reasonable accommodations.Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlinesPhysical: Computer keyboarding, travel as requiredAuditory/Visual: Hearing, vision and talkingThe 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.Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.<h2>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. </h2>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...