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 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 Employer

Key roles

Your role will be to provide advice and to coordinate medical assistance and emergency medical travel services to insurance customers. This may include, for example: providing pre-travel advice, arranging medical appointments or hospitalisation abroad, coordinating air ambulance and medical evacuations, liaising with medical service providers, as well as the policy holders and their family members, provide information on policy cover, whilst ensuring all case handling is documented in the system

Specific responsibilities (including but not limited to)

• Taking in-bound calls from customers relating to new or existing claims
• Capture all information regarding the claim accurately and promptly
• Offering advice to customers on the process, their right and what to expect.
• Provide customer service support re: policy cover, monitoring and reporting on patient status, coordination of travel emergencies, whilst ensuring all case handling is documented.
• Proactively handle escalated calls and ensure complaints are resolved, where possible, and logged in accordance with business policy, meeting FCA guidelines.
• Update records with all relevant documentation, maintaining Web Elite
• Creating key relationships with branch administrators, claims handlers and external providers to safeguard quality of service
• Assign relevant claims handlers to the claim
• Delivering a positive service, with an empathic ear where necessary
• Contributing toward the success of team and individual SLA’s
• Assisting Section Head, Line Managers, and team members to nurture an excellent team environment
• Provide recommendations to team management on how to improve process, service, and customer experience
• Complete working knowledge of CPC and financial regulatory requirements
• Working to achieve agreed metrics in settlement rates, calls answered, claims completions.

Experience/Qualifications/skills

• Excellent customer service experience and skills
• Confidence in communicating with people at different levels in different situations
• IT and PC literate demonstrating typing skills.
• Ability to multi-task and prioritise workload effectively to meet varying tasks and deadlines and delegate.
• Strong communicator at all levels; verbally and written to build and maintain internal and external relationships.
• Previous administration experience.
• Good numeracy, literacy, and attention to detail.
• Is self-managed and motivated, has a proactive/’can-do’ attitude, can demonstrate effective problem solving and is solutions focused even when working under pressure.

Benefits of working for Sedgwick in Ireland

• Education Contribution
• Career development and progression
• Tax Saver Travel Scheme
• Sedgwick's Sports & Social Club
• Discounted Personal Training group circuit classes
• Montessori & After School Care
• Employee Assistance Programme
• PHI and Life Cover