Provides senior level support and performs more complex investigation and resolution of workmanship warranty, liability damage and performance related matters involving network contractors. Subject matter expert in Crawford Contractor Connection Issue Resolution processes and program requirements.

Leadership & Support

• Assist supervisor with overseeing and monitoring inbound assignment activity for system entry and client acknowledgement.
• Responsible for coaching and mentoring coworkers on assignments and projects. Assists with department training.
• Assists supervisor with monitoring time frames of pending issues and generates reports to supervisor/ management as required
• Facilitate cross functional meetings as needed to address customer impacting issues and processes
• Establishes a leadership role within the department to assist with tasks such as department meetings, quality concerns and developing/refining department processes and systems.
• Leads development of new strategies for Issue Resolution processes.
• Leads training, initial and ongoing, mentors and coaches subordinate Issue Resolution team members.
• Resolves general issues and questions of team staff.
• Assists supervisor/manager in balancing distribution of work.
• Assists supervisor/manager with escalated follow-up on assignments, claims, etc.
• Assists supervisor/manager with creating presentations on new systems, procedures, and programs.
• Serves as liaison to other departments.
• Research, Analysis, Negotiation & Project Management:
  
  • Oversees and maintains assignments involving the highest level of complexity, such as overall value of claims, complex liability situations and/or potential litigation cases.
  • Initiates the investigation of facts relating to reported issues and records findings in internal web based systems.
  • Partner with client adjuster, contractor and insured/homeowner (verbal and written) when necessary to seek clarification, address issues, determine and recommend resolution action plan and conclusion of reported issue.
  • Reviews, analyzes, and makes recommendations of contractor repair estimates of record for determination. Responsible for defining scope, pricing and other factors relative to the reported issue and communicating to the stakeholder(s). Review, analyze and interpret independent reporting from Adjuster, engineer, environmental and/or product testing to accurately and timely adjudicate the assignment.
  • Researches federal, state and local jurisdictional requirements relating to building code and compliance
• Communication:
  
  • Interacts with client adjuster, contractor and insured/homeowner (verbal and written) where necessary to determine and recommend resolution action plan and conclusion of reported issue.
  • Builds and maintains relationships with client adjuster, contractor and insured/homeowner (verbal and written) where necessary to determine and recommend resolution action plan and conclusion of reported issue.
  • Initiates formal notification to contractor insurance carrier and/or agent for matters requiring insurance policy intervention and coverage determination
  • Maintains communication with District Managers or other departments of specific contractor issues when necessary.
• Other
  
  • Identifies opportunities with existing processes and recommends process improvement measures
  • Participates in special projects or other assignments as directed.
• Upholds and projects the image of the Company.
• Upholds the Crawford Code of Business Conduct at all times.

• Bachelor's degree in business administration, management, construction or related discipline or an equivalent combination of education and experience.
• Minimum 1 year experience as Issue Resolution Coordinator III or transferable experience.
• Property Adjusting or Contractor Property Estimator experience is a plus.
• Exhibits team leadership capabilities
• Completion of industry recognized Leadership Training
• Multi line adjusting experience with emphasis on property/liability, familiarity with residential and commercial construction, restoration means and methods.
• Expert knowledge of analyzing and interpreting contractual obligations of contractors and client partners to determine best course of disposition
• Strong ability to analyze and interpret contract terms and conditions
• Understanding of insurance terms, principles, concepts and practices
• Highly proficient and advanced computer skills
• Excellent attention to detail and organizational skills
• Excellent time management abilities
• Strong analytical and problem solving ability
• Excellent written, verbal and oral communication skills
• Good interpersonal skills
• Advanced negotiation skills
• Accurately analyzes, prioritizes and directs workflow within department
• Effective at monitoring and auditing work of others
• Superb conflict management skills
• Builds teamwork with and between departments
• Strong leadership skills
• Ability to analyze business reports and identify trends
• Ability to work independently, with minimal supervision

Because a claim is more than a number - it's a person, a child, a friend. It's anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community - one claim at a time.

At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We're looking for the next generation of leaders to take this journey with us.

We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.

When you accept a job with Crawford, you become a part of the One Crawford family.

• Our total compensation plans provide each of our employees with far more than just a great salary
• Pay and incentive plans that recognize performance excellence
• Benefit programs that empower financial, physical, and mental wellness
• Training programs that promote continuous learning and career progression while enhancing job performance
• Sustainability programs that give back to the communities in which we live and work
• A culture of respect, collaboration, entrepreneurial spirit and inclusion

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.

#LI-EC1