Call Center Representative

• Receive and accurately log inbound incident reports through the 24/7 toll-free hotline
• Capture structured claimant, incident, location, next-of-kin, and payment data in the HWCMS/KWiCARE platform
• Generate unique Case IDs and security PINs/OTPs
• Perform real-time data quality checks according to SOPs
• Provide support desk services to claimants and field personnel
• Escalate urgent and sensitive claims involving human death or severe bodily injury
• Provide real-time claim-status updates and guidance on eligibility and required documentation
• Log complaints, feedback, and appeal queries
• Monitor call data to identify trends, bottlenecks, and recurring data-quality gaps
• Prepare daily, weekly, and ad-hoc management updates
• Assist with call protocols, training materials, intake guidance, and SOP improvements
• Use telephony systems, CRM platforms, USSD interface consoles, and mobile/web data-collection software
• Maintain confidentiality and handle personally identifiable and incident data securely
• Monitor and respond to HWC-related social media inquiries, reports, and feedback

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