Reporting to Issue Resolution Manager, Issue Resolution Supervisor will be responsible for Issue Resolution department, ensuring that department provides 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.
Why Crawford?
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. 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:
Other Benefits currently available at no cost include: - Enhanced Mental Health Support
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
#LI-Remote
Leadership & Support
Supervises all aspects of investigation and issue resolution process involving Issue Resolution Team.
Supervises personnel, to include collaborating with Issue Resolution Manager to provide feedback for team member performance, assist with resolution of personnel issues and interviewing and selection process.
Responsible for facilitating employee growth through development of individual development plans and maintaining career paths with relevant curriculum.
Monitors / analyzes performance trends for key quality and productivity metrics and establish appropriate control measures and communicates to management.
Monitor inbound assignment activity for system entry and client acknowledgement.
Responsible for leading regular quality assurance performance meetings to include coaching and feedback on department and industry best practices.
Monitors assigned work to ensure balanced workload and production and quality standards are met.
Monitors assignment volume statistics and identifies potential staffing issues, proactively communicating findings to management.
Responsible for gathering estimate data and auditing based on modern construction practices, contractor instructions and knowledge of Xactimate.
Serves as subject matter expert of Xactimate and client estimating guidelines.
Responsible for managing all quality and productivity related issues reported by clients, contractors, and other departments.
Resolves issue resolution matters through escalation to main points of contact within the organization.
Develops new strategies for Issue Resolution processes.
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. Responsible for developing and maintaining on-boarding training curriculum for new staff.
Responsible for leading on-boarding training process for new staff to include management of training curriculum.
Provides daily training, coaching and guidance to team members.
Develop and maintain department standard operating procedures (SOP''s).
Responsible for organizing and leading regular department meetings including gathering data and relevant topics and development of presentations.
Additional Duties
Interacts with clients providing demo/tours of department.
Participates in special projects or performs duties in other areas as requested.
Upholds and projects the public image of the Company.
Maintains overall knowledge of Contractor Connection business model.
Upholds the Crawford Code of Business Conduct and Ethics at all times.
Leadership & Support
Supervises all aspects of investigation and issue resolution process involving Issue Resolution Team.
Supervises personnel, to include collaborating with Issue Resolution Manager to provide feedback for team member performance, assist with resolution of personnel issues and interviewing and selection process.
Responsible for facilitating employee growth through development of individual development plans and maintaining career paths with relevant curriculum.
Monitors / analyzes performance trends for key quality and productivity metrics and establish appropriate control measures and communicates to management.
Monitor inbound assignment activity for system entry and client acknowledgement.
Responsible for leading regular quality assurance performance meetings to include coaching and feedback on department and industry best practices.
Monitors assigned work to ensure balanced workload and production and quality standards are met.
Monitors assignment volume statistics and identifies potential staffing issues, proactively communicating findings to management.
Responsible for gathering estimate data and auditing based on modern construction practices, contractor instructions and knowledge of Xactimate.
Serves as subject matter expert of Xactimate and client estimating guidelines.
Responsible for managing all quality and productivity related issues reported by clients, contractors, and other departments.
Resolves issue resolution matters through escalation to main points of contact within the organization.
Develops new strategies for Issue Resolution processes.
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. Responsible for developing and maintaining on-boarding training curriculum for new staff.
Responsible for leading on-boarding training process for new staff to include management of training curriculum.
Provides daily training, coaching and guidance to team members.
Develop and maintain department standard operating procedures (SOP''s).
Responsible for organizing and leading regular department meetings including gathering data and relevant topics and development of presentations.
Additional Duties
Interacts with clients providing demo/tours of department.
Participates in special projects or performs duties in other areas as requested.
Upholds and projects the public image of the Company.
Maintains overall knowledge of Contractor Connection business model.
Upholds the Crawford Code of Business Conduct and Ethics at all times.
Based in Atlanta, Georgia, Crawford & Company is the world's largest independent provider of claims management solutions to the risk management and insurance industry as well as self-insured entities, with an expansive global network serving clients in more than 70 countries.
The Crawford System of Claims Solutions(SM) offers comprehensive, integrated claims services, business process outsourcing and consulting services for major product lines, including property and casualty claims management, workers compensation claims and medical management, and legal settlement administration
The Company's shares are traded on the NYSE under the symbols CRDA and CRDB.