Customer Care Auditor - Claims

Job Responsibilities Provides audit results to department management. Ensures continuous review of processes and procedures (P&Ps) and documents workflow through the QA process. Monitors calls, chat correspondence, initial claims, and other workforce items for quality assurance. Monitors team members to ensure consistency and compliance with client requirements and state and federal guidelines related to leave of absences. Conducts 100% claim audits for all new staff. Provides support and collaboration with leadership for innovations and continuously identifies opportunities for operational improvement. Ensures team members receive timely feedback and development while providing information and reports to their immediate supervisor. Responds to work orders and emails from internal and external sources. Conducts client‑specific call calibrations. Takes inbound calls to the Contact Center during high‑volume periods. Returns calls to the claimant as needed. Performs other duties as assigned by management (including "other duties as assigned"). Qualifications and Experience GED or High School Diploma. 3‑4 years of call center experience or equivalent customer service experience. Minimum of 1 year of CCR II experience. Meeting or exceeding all Contact Center Department metrics. Demonstrated excellence in providing customer service in an existing Contact Center role. Exceptional interpersonal communication skills and the ability to work with a diverse workforce. Experience using web‑based programs. High‑speed home internet installed for remote/teleworker. Key Competencies Strong customer service skills: polite, friendly, and helpful. Strong technical knowledge of computer functions with the ability to troubleshoot. Ability to type and talk. Demonstrated compassion, patience, and understanding. Active listening skills. Strong attention to detail. Ability to work independently. Effective verbal and written communication, including business writing skills and reading comprehension. Ability to handle confidential information with judgment and discretion. Physical Requirements Occasional, frequent, and continuous duties include: sitting for prolonged periods, standing, walking distances up to one mile, bending, crouching, kneeling, reaching, and occasionally lifting 25 lbs. Extensive typing and use of fingers are required. The role requires adequate visual and hearing acuity for tasks such as preparing data, transcribing notes, viewing a computer terminal, and answering telephones. Salary and Compensation Expected hiring range: $21.17 – $28.59 hourly (base pay only). Salary may be modified and is based on location, skills, experience, qualifications, and market conditions. Benefits An annual performance bonus for all team members. Generous 401(k) company match that is immediately vested. Three medical plans (including prescription drug coverage), with a company contribution to Health Savings Accounts for High Deductible Health Plan enrollees. Dental and vision coverage options. Company‑provided Life & Disability Insurance. Paid parental leave and adoption assistance. Hybrid work arrangements for eligible roles. Tuition reimbursement and continuing professional education. Paid time off: new hires start with at least 20 days of PTO per year plus nine company holidays; PTO may increase with tenure. Volunteer days, community partnership opportunities, and an Employee Assistance Program. Access to Employee Resource Group programs. Equal Employment Opportunity Statement Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age, or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications. #J-18808-Ljbffr Matrix Absence Management, Inc.