Operations Specialist I (Onsite - Springfield, MA)

Department: Claims Administration & Adjusting

Employment Type: Permanent - Full Time

Location: Springfield, MA

Reporting To: Susan Watson

Compensation: $18.00 - $19.00 / hour

Description

Our StoryImagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America, we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.
What's in Store
We are on the lookout for an Operations Specialist. As the Operations Specialist, you will provide essential operational support, ensuring the smooth execution of daily administrative tasks. You will be responsible for processing all inbound and outbound documents, providing administrative support to claims and client services, and delivering exceptional customer service by handling incoming calls regarding general inquiries.  

Key Responsibilities

• Open, review, identify, and properly image all incoming USPS mail, UPS, and FedEx deliveries 
• Process and prepare outgoing USPS, UPS, and FedEx deliveries ensuring all mail is sent by end of day
• Distribute incoming files from external document storage vendors
• Identify and properly escalate mailroom equipment issues 
• Handle confidential information and abide by HIPAA privacy laws
• Meet all established minimum standards for productivity and quality as established for this position including maintaining compliance with same day processing goals 
• Scan, classify, and index inbound documents to correlating policyholder policies/claims
• Prepare and scan all application files 
• Learn to understand and recognize relevant identifiers such as policy number, claim number, etc. to accurately and efficiently support all operational departments with incoming documents
• Meet all established minimum standards for productivity and quality as established for this position including maintaining compliance with same day processing goals 
• Provide administrative support to Claim and Client Service departments
• Provide examiners with all tracking numbers for any checks sent by UPS or FedEx
• Mail out all RTE checks for examiners daily, assuring that the appropriate forms and letters accompany the checks, and are sent via designated manner (UPS, FedEx, certified mail, USPS).
• Process new notices, including file set-up and application file requests
• Open new claims, upload documents and mail claim forms
• Order claim files requested by examiners from offsite document management vendor(s)
• Provide front-desk assistance by greeting and directing visitors in a professional, pleasant, and timely manner
• Answer incoming calls, directing calls as needed or processing new claims and general inquires 
• Develop and maintain effective relationships and communication with co-workers, management, clients, and vendors
• Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
• Perform other duties as assigned

This role is a full-time, on-site position located in Springfield, MA.

Skills, knowledge & expertise

• High School Diploma
• General office or operations experience preferred 
• Excellent organizational skills with high attention to detail
• Proficiency in Microsoft Word and Excel
• General knowledge of all operations function
• Good written and verbal communication and interpersonal skills
• Organization and attention to detail
• Solid Customer service skills
• Ability to handle multiple tasks
• Ability to work in a fast-paced environment
• Ability to work individually and as a team player
• Ability to adapt to changes in the work environment

Benefits

BenefitsAt Davies North America, we are dedicated to supporting the well-being and future of our qualifying employees. Our comprehensive benefits package includes:

• Medical, dental, and vision plans to ensure your health and that of your family.
• A 401k plan with employer matching to help you build a secure financial future.
• Our time-off policies, including Discretionary Time Off for exempt employees and Paid Time Off (PTO) package for non-exempt employees, reflect our commitment to promoting a healthy work environment.
• Paid holidays.
• Life insurance and both short-term and