Operations Specialist – Claims

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

📋 Description

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

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

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

• Assist both internal and external clients through various communication channels including phone, email, mail, and instant messaging.

• Oversee pending submission claims and collaborate with field associates to submit them for review or void them as required.

• Track under-review claims to gather necessary information.

• Coordinate with field associates and tax analysts to ensure claims are processed in compliance with the department's service level agreement.

• Conduct thorough reviews of claim information and notes for consistency and adherence to company policies.

• Provide support to field associates and management while serving as a liaison with other business units.

• Offer feedback and support concerning department policies, processes, and guidelines.

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

• Execute additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent educational background.

• Strong communication skills, projecting clarity, calmness, and confidence via telephone and email.

• Exceptional verbal and written communication abilities.

• Capability to conduct interviews with clients, potential suspects, merchants, and law enforcement personnel.

• Proficient in effective customer service techniques for clients who may exhibit aggression or stress.

• Ability to thrive in a diverse work environment, collaborating with various cross-functional teams.

• Proven ability to work independently, solving problems, organizing, and prioritizing cases efficiently.

• Analytical mindset with a detail-oriented approach.

• Capacity to perform repetitive tasks while maintaining focus and documenting case notes in a structured and comprehensive manner.

• Familiarity with Windows operating systems.

• Ability to manage multiple tasks across Outlook, Word, Excel, SharePoint, and web applications using multiple monitors.

• No prior work experience required.

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

• Preferred: Background in documentation and information retention.

• Preferred: Experience in investigating and validating information.

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

• Preferred: One year of experience in a similar claims role.

🏝️ Benefits

• Competitive salary.

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

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

• Employee Assistance Program.

• Access to (Virtual) fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Preparation benefit.

• Opportunities for continuous learning.

• Support for well-being and life both in and out of the workplace.

• Possibility of participating in incentive compensation or short-term incentive plans.