Operations Specialist – Claims

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Examine client claims to ensure accuracy and verify required documentation.

• Process claims for payment or conduct further research as necessary.

• Act as a liaison between field associates and management regarding client claims, software applications, and procedures.

• Provide assistance to internal and external clients via phone, email, mail, and instant messaging platforms.

• Oversee pending submission claims and support field associates in submitting them for review or voiding them as needed.

• Track under-review claims to gather necessary information.

• Collaborate with field associates and tax analysts to process claims within the department's service level agreement.

• Conduct thorough reviews of claim information and notes to ensure consistency and compliance with company policies.

• Offer support to field associates and management by coordinating with other business units.

• Provide input and guidance on department policies, processes, and guidelines.

• Investigate and resolve client claims issues through Salesforce client escalations.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Strong communication skills, with the ability to convey information clearly, calmly, and confidently via telephone and email.

• Outstanding verbal and written communication capabilities.

• Proficient in conducting interviews with clients, potential suspects, merchants, and law enforcement personnel.

• Effective customer service techniques for dealing with clients who may be stressed or confrontational.

• Ability to work effectively within a diverse team and collaborate with various cross-functional groups.

• Capacity to work independently to troubleshoot, organize, and prioritize cases.

• Analytical mindset with a keen attention to detail.

• Competence in completing repetitive tasks while maintaining focus and documenting comprehensive case notes.

• Familiarity with Windows operating systems.

• Proficiency in multitasking across Outlook, Word, Excel, SharePoint, and web applications using multiple monitors.

• No prior work experience is required.

• Preferred: 3–5 years of experience in a high-pressure customer service role.

• Preferred: Experience in documentation and information retention.

• Preferred: Background in investigation and validation of information.

• Preferred: At least one year of experience with H&R Block.

• Preferred: One year of relevant claims experience.

🏝️ Benefits

• Competitive salary.

• Medical and prescription drug coverage for eligible associates and their dependents.

• H&R Block Retirement Savings Plan (401(k) Plan).

• Employee Assistance Program.

• (Virtual) fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Preparation benefit.

• Potential participation in incentive compensation or short-term incentive plans.