[Hiring] Issue Resolution Coordinator II @Crawford & Company

Role Description

Ready to Resolve Challenges and Drive Positive Outcomes? Be the Expert Behind Effective Claim Resolution! Join Us as Issue Resolution Coordinator II – Remote Role | US.

• Resolve with Confidence: Investigate claim-related issues and develop timely, effective solutions.
• Own the Details: Review estimates, analyze findings, and ensure accurate claim resolution.
• Be Essential: Partner with clients, contractors, and internal teams to keep claims moving forward smoothly.

As an Issue Resolution Coordinator II, your property adjusting experience, expertise in Xactimate and XactAnalysis, and strong problem-solving skills will help deliver fair and accurate outcomes. This is your chance to be part of the One Crawford family — where your work makes a real impact.

Ready to put your expertise to work and help restore lives? Apply today and join the Crawford team!

Qualifications

• Bachelor's degree in business administration, management, construction or related discipline; equivalent combination of education and work experience is required.
• 2-4 years of relevant work experience in a customer service environment is required.
• Multi-line adjusting experience 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.

Requirements

• Performs more complex investigation and resolution of workmanship warranty, liability damage and performance related matters involving network contractors.
• Monitors inbound assignment activity for system entry and client acknowledgement.
• Initiates the investigation of facts relating to reported issues and records findings in internal web-based systems.
• 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.
• Monitors time frames of pending complex issues and provides status update reports to client and management as required.
• Researches federal, state and local jurisdictional requirements relating to building code and compliance.
• Initiates and handles formal notification to contractor insurance carrier and/or agent for matters requiring insurance policy intervention and coverage determination.
• Maintains assignments involving a higher level of complexity, such as the overall value of damages, complex liability situations or potential litigation.
• Understands and comprehends multiple network programs, guidelines and requirements.
• Demonstrates and maintains an advanced knowledge of XactAnalysis and Xactimate.
• Maintains communication with District Managers or other departments of specific contractor issues when necessary.
• 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.

Benefits

• Competitive base pay.
• Bonus/Incentive Pay and other Performance-Based Rewards, if applicable.
• 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.
• Enhanced Mental Health Support.
• Virtual Physical Therapy.
• Caregiving Services.
• Life Assistance Program.
• 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.