• Responding to high volume of inbound client/customer requests and inquiries • Providing information and processing basic customer profile changes • Gathering information and making appropriate decisions focusing on the first call resolution • Documenting customer interactions in the appropriate systems • Researching and resolving complex customer inquiries and escalations • Retaining clients at risk of terminating • Coordinating with internal departments as necessary

• Liderar uma equipe remota em um projeto com um cliente com mais de 40 anos no mercado de pesquisas eleitorais • Recrutar, treinar e acompanhar uma equipe de pesquisadores telefônicos • Garantir produtividade, qualidade e engajamento ao longo da operação

Role Description Estamos buscando um(a) Supervisor(a) de Operação CATI para liderar uma equipe remota em um projeto com um cliente com mais de 40 anos de experiência no mercado de pesquisas eleitorais. O trabalho consiste em recrutar, treinar e acompanhar uma equipe de pesquisadores telefônicos, garantindo produtividade, qualidade e engajamento ao longo da operação. - Supervisão de equipes de atendimento telefônico (CATI ou telemarketing ativo) - Recrutamento e treinamento de equipes remotas - Gestão de indicadores operacionais (produtividade, qualidade, conversão) - Ferramentas de gestão remota Detalhes da oportunidade: - Modalidade: 100% remoto - Modelo: Freelancer / Projeto - Carga horária: 40h semanais - Início: conforme cronograma da operação Remuneração: - R$700 por semana (R$2.800/mês) Requirements - Liderança estruturada e orientada a metas - Capacidade de manter equipes motivadas em ambiente remoto - Organização e autonomia para gestão da operação - Excelente comunicação verbal e escrita - Postura proativa e foco em solução

Role Description This is the entry level professional claim handler. Handles medical only and indemnity benefits. Exercises some discretion in the determination of compensability of claims. Considers many factors in the determination claim reserves. Negotiates and settles claims within given authority. - Verifies workers’ compensation coverage of employers and injured employees. - Determines compensability under workers’ compensation by thorough investigation of the claim. - Determines causal relationship between the reported injury and the incident to ensure appropriate payment of benefits. - Facilitates return to work for the injured employee. - Establishes timely and appropriate reserves based on the profile of the claim within given authority based on anticipated financial exposure. - Documents specifics of claims with potential for subrogation recovery, including amount of potential recovery monies. - Manages medical bills for non-indemnity and indemnity claims directly associated with the claimed injury. - Approves payment based on knowledge of the treatment plan and medical support showing relationship of treatment to the injury. - Concludes and closes files following resolution of claims to meet internal performance standards while complying with state legislation to avoid penalties and manage expenses. - Negotiates settlements with attorneys or injured parties within given authority at the earliest possible point to bring cases to final disposition. - Works closely with manager on complex files or files above settlement/reserve authority. - Manages outside vendors to ensure cost containment efforts. - Establishes and maintains effective working relationships with all internal and external customers. - Stays abreast of changes in workers’ compensation statutes, case law and rehabilitation efforts/advancements in order to accurately interpret and apply relevant laws. Qualifications - Bachelor’s degree in a related field. Relevant combination of education and experience may be considered in lieu of degree. - Continuous learning, as defined by the Company’s learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged. - Minimum one-year relevant experience that provides the necessary skills, knowledge and abilities or completion of claims trainee program. - Bilingual skills preferred. Requirements - Ability and proficiency in the use of computers and company standard software specific to position. - Knowledge of medical and legal terminology related to the work. - Knowledge of workers’ compensation laws and regulations, including jurisdictional laws. - Effective oral and written communication skills. - Effective customer service skills. - Ability to negotiate, build consensus and resolve conflict. - Ability to manage multiple priorities and meet established deadlines. - Attention to detail and analytical skills. - Ability to work independently as well as within a team. Working Conditions Work is performed in an office setting with no unusual hazards. Minimal travel required. Pay Range Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $48,200 and $80,750. We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.