Contact Center Agent I

About Us

At Crawford, every claim represents a person and a community we help rebuild. Our industry-leading team pioneers new solutions for the industries and customers we serve. 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. A claim is more than a number—it’s a person, a child, a friend. By helping to restore their lives, we are helping to restore our community—one claim at a time. Employees are empowered to grow, emboldened to act, and inspired to innovate.

About the Role

As a Contact Center Agent I, your communication skills, customer-focused mindset, and computer proficiency will help create a positive experience for every caller. This is an entry-level, remote role open to candidates across the U.S. No prior experience is required—just a willingness to learn and make a difference from the first call.

Responsibilities

• Receives and enters initial Notice of Loss information.
• Analyzes information and proofreads system entry for accuracy.
• Creates claim files by entering initial loss report information into claim intake application.
• Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude, and a proactive customer service approach.
• Responds to routine inquiries and directs other inquiries to appropriate resources.
• Educates claimants/callers on client requirements and benefit plans, documenting all required details of the call in a concise, professional manner.
• Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application.
• Educates and informs customers across multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.
• Recommends new and/or improved procedures to enhance customer experiences.
• Maintains a favorable and positive working relationship with internal and external customers.
• Directs customer calls to the appropriate contact at multiple locations or escalates to specialist as needed.
• Attains 90% rating or higher for Report Quality and Customer Service.
• Actively takes inbound calls for one or two lines of business.

Requirements

• Education equivalent to graduation from high school.
• Supplemental experience with the MS Office Suite including Excel & Word.
• Customer service experience or equivalent combination of education & experience, including inbound call center experience (preferred).
• Ability to work in a team environment and/or independently.
• Ability to support multiple clients across various channels and utilize multiple systems simultaneously in a fast-paced environment.
• Good interpersonal skills.
• PC literate, including Microsoft Office products.
• Must be a competent typist.
• Strong customer service skills.

Benefits

When you accept a job with Crawford, you become part of the One Crawford family. We offer a comprehensive Total Rewards package to assist with financial, health/wellness, continuing education/training, and other needs:

• Competitive base pay (pay range/salary determined by experience, education, market rates, and other factors).
• Bonus/Incentive Pay and other performance-based rewards, if applicable.
• Medical, Dental, and Vision Plans.
• Prescription Drugs coverage.
• HSA, HRA, and FSA Accounts.
• Paid Holidays, Vacation, and Sick Leave.
• 401(k) Retirement Plan.
• Tuition Assistance.
• Paid Parental Leave.
• Supplemental Health Benefits (e.g., Enhanced Mental Health Support, Virtual Physical Therapy, Caregiving Services, Life Assistance Program).
• Training programs that promote continuous learning and career progression.
• Sustainability programs that give back to communities.
• A culture of respect, collaboration, entrepreneurial spirit, and inclusion.