Client Liaison - Disability Benefits

About the role

100% remote – work from anywhere in the US while making a real impact on employees’ lives. Join a passionate, supportive, and fun team as a Client Liaison — Disability Benefits, managing disability benefit workflows and resolving client inquiries. This role conducts root cause analysis, recommends solutions, and collaborates with cross-functional teams to ensure effective and timely issue resolution.

Responsibilities

• Communicates custom workflows agreed upon during implementation or post-effective date to the operations team.
• Acts as intermediary for operations and the client on escalations related to service issues for assigned client base.
• Researches and answers questions or issues received in assigned clients' custom inboxes.
• Provides ad-hoc training, in conjunction with the Training Specialist, for specialized customer workflows or changes.
• Works with Client Services and Technical Operations teams on updates, escalations, or service issues related to workflow, correspondence, or email needs.
• Partners with the Implementation Manager during implementations to ensure operational knowledge is communicated to Team Managers and Training Specialists before go-live.
• Jointly responsible for business retention with assigned clients in collaboration with internal peers.
• Travels as needed to participate as a business subject-matter expert for finalist meetings, client service issue recovery, or stewardship meetings.
• Performs other projects as needed.
• Upholds the Crawford Code of Conduct.

Requirements

• Bachelor's degree or an equivalent combination of education and work experience.
• Minimum of five years' experience providing long-term disability administration and functional support.
• Minimum of three years' experience in a key client-support role.
• Experience managing or handling Disability or Leave claims operationally.
• Experience working with mid to national-size clients' disability/leave programs in a client-facing position.

Skills

• Effective verbal and written communication skills.
• Strong interpersonal skills; ability to work with people at all levels of an organization.
• Good time management abilities.
• Excellent attention to detail.
• Strong analytical and problem-solving ability.
• Good organization and ability to reprioritize activities as needed.
• Must complete continuing education requirements as outlined by Crawford Educational Services.

About Us

At Crawford, we believe a claim is more than a number—it’s a person, a child, a friend. By helping restore their lives, we restore our community, one claim at a time. 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. With a presence in over 70 countries and speaking dozens of languages, we operate as One Crawford: united in purpose, vision, and values.

Benefits

• Competitive base pay with a defined pay range based on experience, education, market rates, and other factors.
• Bonus/Incentive Pay and other performance-based rewards, if applicable.
• Comprehensive benefits package including:
  • Medical, Dental, and Vision Plans
  • Prescription Drug coverage
  • HSA, HRA, and FSA Accounts
  • Paid Holidays, Vacation, and Sick Leave
  • 401(k) Retirement Plan
  • Tuition Assistance
  • Paid Parental Leave
  • Supplemental Health Benefits
• Additional benefits at no cost:
  • Enhanced Mental Health Support
  • Virtual Physical Therapy
  • Caregiving Services
  • Life Assistance Program
• Training programs promoting continuous learning and career progression.
• Sustainability programs that give back to communities.
• A culture of respect, collaboration, entrepreneurial spirit, and inclusion.