Resolution Coordinator, Contact Center

Position Summary...

What you'll do...

Job Title: Resolution Coordinator, Contact Center

Location: 608 Building - Home Office - Bentonville, AR

Position Type: Full Time

Job Summary:
We are seeking a Resolution Coordinator to join our team. In this role, you will be the first point of contact for customers seeking assistance with claims services. Your primary responsibility will be to answer incoming calls, gather essential information about claims, and provide timely assistance. Additionally, you will be responsible for transferring calls to the appropriate case managers when necessary to ensure smooth resolution and a high level of customer satisfaction.

• Call Handling: Answer inbound calls from customers related to claims and provide prompt, friendly, and professional service.
• Information Gathering: Collect all necessary information from customers regarding their claims, ensuring that all details are accurately captured and documented in the claims system.
• Call Transfer: Assess the complexity of claims and transfer calls to the appropriate case managers or team members for in-depth handling when needed.
• Customer Support: Assist customers with any questions or concerns they have about their claims, providing clear explanations and updates on claim status.
• Follow-up Coordination: Ensure proper follow-up and escalation of unresolved or high-priority issues to ensure timely resolution.
• Communication: Maintain clear and open communication with customers and internal teams, ensuring that all relevant parties are informed throughout the claim process.
• Documentation: Accurately document all customer interactions and claim updates in the claims management system for future reference and reporting.
• Compliance: Ensure that all interactions and claim handling practices align with Walmart’s policies and procedures, maintaining a high standard of accuracy and compliance.

• Experience: Previous experience in customer service, call centers, or claims handling is preferred but not required.

• Education: High school diploma or equivalent (Associate's or Bachelor’s degree preferred).

• Strong communication skills, both verbal and written.
• Ability to handle high volumes of inbound calls with professionalism and patience.
• Excellent attention to detail and accuracy in gathering and entering information.
• Ability to assess the complexity of claims and transfer calls to appropriate personnel when needed.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and familiarity with claims management software is a plus.
• Other Requirements: Ability to remain calm and effective under pressure while providing a positive customer experience.