Crawford & Co.

  • Director – Customer Service / Call Center

    Posted Date 3 months ago(8/27/2018 10:30 AM)
    Requisition ID
    Job Locations
    US-IL-Lake Zurich
    Position Type
    Regular Full-Time
    Business Unit
  • Excellence In Everything We Touch


    Position Summary

    Under the direction of the VP of Claim Operations, manages the Broadspire Claim Intake Operation to provide superior intake services to for internal and external customers.


    • Leads and manages a unit of individuals who provide intake services supporting all Broadspire Claim and intake system platforms.
    • Manages the Account Services Unit to provide a single point of contact and ownership for all new/renewal and maintenance of client programs for the Broadspire account management team and external customers.
    • Manages the Systems Development Unit Business Analysts who provide system requirements analysis, programming, testing, implementation and support for the various claim intake applications.
    • Manages the requirements gathering for new client implementation and any new or existing client custom system or process project. Development, testing, and production of such are all provided by members of the TelePlus operation.
    • Manages the Customer Relations Unit who provides a single point of contact for any inquiry or formal complaint of the Broadspire organization that is generated via the external web site, governmental agencies or through the intake operation.
    • Oversees the performance, accuracy, and timeliness of resolving issues related to claims that do not pass coverage or location code validations through the intake, claim, RMIS and billing applications.
    • Monitors department performance, reports on statistics, and recommends and implements changes to continually improve work productivity.
    • Participates in new client RFPs, and presentations. Provides on-site and remote demonstrations/presentations of the TelePlus© operation, system and value added services.
    • Establishes performance objectives and personal development targets and regularly provides coaching for performance improvement and development
    • Interacts with customers regularly to develop and refine requirements needed to support the intake program, such as scripting, claim office assignment, escalation and distribution of the claim acknowledgement, gain agreement on solutions and deliverables, report on progress, monitor satisfaction, identify and resolve concerns and conflicts.
    • Works with the Broadspire Telecommunications, Network and ICT Application staff to implement new or maintain existing programs.
    • Responsible for the services provided by external vendors providing after hours support.
    • Works with the Sales Department, Account Management, Statistical & Claim Data, Claim Technical, RMIS, ICT and Claim Data Operations on a constant basis to ensure superior service and data accuracy in all applications.
    • Keeps Claim Executive and Carrier Relations Senior Management informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority and expertise to AVP of Claim Operations for direction.
    • Performs other related duties as required or requested.


    • Completion of a college or university degree in information systems, business administration or insurance or related field
    • 7 years experience in intake operations, information systems, in an insurance environment and 5 years project or general management experience or an equivalent combination of training and experience that would produce the following knowledge, abilities, and skills.
    • Learns and changes quickly to respond to changing opportunities in the marketplace.
    • Understands the impact of decisions, actions, and technology on Broadspire’s and customers business systems.
    • Excellent understanding of commercial lines claim intake.
    • Displays excellent interpersonal skills.
    • Ability to clearly present information through the spoken or written word; reads and interprets complex information; talk with customers or clients; listens well.
    • Ability to stay well informed of current industry trends; learn and apply new concepts and identifies own areas of opportunity and sets and monitors self development goals.
    • Ability to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deals with service failures and prioritizes customer needs.
    • Ability to challenge conventional practices; adapt established methods for new uses; pursues ongoing system improvement; develops new ideas to create novel solutions to problems; evaluates new technology as potential solutions to existing problems.
    • Demonstrates or models behavior that rallies others around a common cause and builds a shared sense of purpose. Coaches and mentors others to develop their business competencies and technical skills. Provides support without removing responsibility.
    • Ability to develop rapport with others and recognize their concerns and feelings; builds and maintains long term associations based on trust; helps others.

    About Us


    Think all TPAs are the same? Think again. With Broadspire, our leading global third-party administrator (TPA), Crawford & Company is the consultative outsourcing partner that adapts to businesses’ needs and challenges at any point of the claims processing journey. We offer casualty claim and medical management services to assist large organizations in achieving their unique goals, increasing employee productivity and reducing the cost of risk through professional expertise, technology and data analytics.

    As part of the One Crawford family, Broadspire brings together the best and brightest people in the industry to deliver smart, thoughtful solutions to our clients, and we are guided by our collective value system: RESTORE.

    At Crawford, we:

    • Respect our culture of integrity and ethical behavior, while embracing the unique talents of the individual and encouraging an ownership mentality among everyone.
    • Are Empowered to advance the company mission and take ownership of our individual career progression.
    • Promote Sustainability through a corporate culture in which employees are good stewards of their communities.
    • Emphasize Training and an environment where employees continually seek and share knowledge and are engaged and satisfied with their work.
    • Are One Crawford, embracing a global mindset that’s inclusive, agile, mission-focused, and customer-focused.
    • Give Recognition, participating in an environment where people are rewarded for jobs well done.
    • Embody an Entrepreneurial Spirit, sharing a passion to succeed, innovate, and outpace our competitors.

    We believe in leading by example – at work and in our communities. 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 mission, vision and values. Learn more at

    In addition to a competitive salary, Crawford offers you:

    • Career advancement potential locally, nationally and internationally. Crawford & Company has more than 700 locations in 70 countries
    • On-going training opportunities through every stage of your career
    • Strong benefits package including matching 401k; health, dental, and life insurance; employee stock purchase plans; tuition reimbursement and so much more.

    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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