Within the Account Services unit, handles the claim validation process in order to transmit pended claims to the Service Centers. Assists in the investigation and resolution of client-related complaints and issues.  Confers with Account Intake Coordinators on process improvements.  Prepares training documentation and assists with training new employees.

• Monitors the claim validation process which includes obtaining missing claim information required to complete reports, ensuring successful transmission of the loss reports to the appropriate Service Center, and responding to any claim-related inquiries.*
• Reviews all claim information and ensures quality standards are met. *
• Assists in the investigation and resolution of client-related issues or complaints.*
• Identifies opportunities to improve department efficiencies based on quality statistics and works with Account Intake Coordinator to implement system improvements.*
• Ensures help tips and fields within TelePlus systems are accurate.
• Confers with Account Intake Coordinator to monitor trends in complaints, inquiries, new procedures and client requests and revises and/or creates training programs accordingly.
• Researches suggestions forwarded by TelePlus staff and keeps items confidential, as needed.
• Creates, develops and executes training programs based on client and/or department needs for new and current employees.
• Assists in updating reference material on a continuous basis.
• Keeps manager informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority to manager.
• Participates in special projects and performs other duties as requested.

• Education equivalent to graduation from college or an equivalent combination of education and experience.
• Two or more years of experience as a TelePlus Representative or equivalent in customer service oriented activities.
• Possesses a thorough working knowledge of TelePlus.
• Possesses the ability to answer or resolve the more difficult questions or problems regarding the claim intake and claim validation processes.
• Strong decision making/problem solving skills.
• Must possess creativity and be self-motivated.
• Strong verbal and written communications.
• Must display good time management/prioritization skills.
• Must have good interpersonal skills.
• Strong customer service skills.
• Efficiency with word processing, presentation and spreadsheet software.
• Strong analytical skills.

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. 

• Our total compensation plans provide each of our employees with far more than just a great salary
• Pay and incentive plans that recognize performance excellence
• Benefit programs that empower financial, physical, and mental wellness
• 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

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.

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