Issue Resolution Coord II

Responsibilities

• Performs more complex investigation and resolution of workmanship warranty, liability damage and performance related matters involving network contractors.
• Maintains assignments involving a higher level of complexity, such as the overall value of damages, complex liability situations or potential litigation.
• Monitors inbound assignment activity for system entry and client acknowledgement.
• Reviews, analyzes and interprets contractual obligations of contractors and client partners to determine best course of disposition.
• 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.
• Reviews, analyzes and makes recommendations of contractor repair estimates of record for determination and confirmation of scope, pricing and other factors relative to the reported issue.
• Reviews and analyzes independent reporting to include Adjuster, engineer, environmental or product testing.
• Maintains communication with District Managers or other departments of specific contractor issues when necessary.
• Understands and comprehends multiple network programs, guidelines and requirements.
• Demonstrates and maintains an advanced knowledge of XactAnalysis and Xactimate.
• Initiates and handles formal notification to contractor insurance carrier and/or agent for matters requiring insurance policy intervention and coverage determination.
• Upholds and projects the image of the Company.
• Upholds the Crawford Code of Business Conduct at all times.
• Participates in special projects or other assignments as directed.

Qualifications

• Bachelor's degree in business administration, management, construction or related discipline, or equivalent combination of education and work experience.
• 2-4 years of relevant work experience in a customer service environment, with emphasis on property/liability, familiarity with residential and commercial construction, restoration means and methods.
• 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, good time management abilities, strong analytical and problem solving ability, excellent written, verbal and oral communication skills, good interpersonal skills, good negotiation skills.

About Us

At Crawford, every claim represents a person and a community we help rebuild. As an Issue Resolution Coordinator II, your property adjusting experience, proficiency in Xactimate and XactAnalysis, and attention to detail will keep our processes seamless and effective. This is your chance to be part of the One Crawford family—where your work makes a real impact.

Education

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

• Competitive base pay
• Bonus/Incentive Pay and other Performance-Based Rewards, if applicable.
• A well-rounded benefits package that encourages wellness and helps our employees to be an educated healthcare consumer.
• The core benefits offered include: Medical, Dental and Vision Plans, Prescription Drugs, HSA, HRA, and FSA Accounts, Paid Holidays, Vacation and Sick Leave, 401(k) Retirement Plan, Tuition Assistance, Paid Parental Leave, Supplemental Health Benefits, and other Benefits currently available at no cost.
• We offer 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, and a culture of respect, collaboration, entrepreneurial spirit and inclusion.