Senior Resolution Coordinator - Contact Center

Senior Resolution Coordinator – Contact Center

High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
At least 2-3 years of experience in data entry, claims management, or a related field
Strong data entry and analytical skills with a high level of accuracy and attention to detail
Excellent verbal and written communication skills to handle escalated calls and communicate with both customers and internal teams
Ability to work efficiently under pressure while maintaining a high standard of data integrity
Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and familiarity with claims management or data entry systems
Strong problem-solving skills with the ability to quickly analyze and resolve issues
Ability to manage multiple tasks simultaneously and work independently in a fast-paced environment

Receive and manage calls escalated from our operators regarding more complex or high-priority claims
Analyze incoming claim details and accurately input relevant data into the claims management system
Review claims data for completeness and accuracy before processing
Identify and resolve discrepancies or issues within claims data
Provide professional and clear communication with customers as necessary to clarify any missing or incomplete information required for claims processing
Generate reports and track data related to claim volumes, processing times, and other key performance metrics
Work closely with team members, including operators, case managers, and other departments to ensure a streamlined process for claim resolution and data accuracy
Ensure all actions comply with Walmart’s policies and guidelines, maintaining a high level of data accuracy and regulatory compliance

Previous experience handling phone calls and escalations in a customer service or claims environment is preferred
In retail, contact center operations, or a related area