Responsible for accurately recording all pertinent first report information via telephone and written correspondence from the insured, claimant, or their representative.
Job Scope
A. Customer Support
Receives and processes incoming calls according to client arrangements
Identifies and assesses customer’s need/s to achieve satisfaction
Provides product/service information and resolves any emerging problem that the customer accounts face leveraging the use of right method/tools
Handles customer complaints, provide appropriate solution and alternatives in an efficient manner
Conducts follow up to ensure resolution
Keeps records of customer interaction
Conducts emergency call outs to field adjusters with client
Logs First Notice of Loss claims and assignments
B. Business Process Support
Adheres to Crawford’s standard operating procedures (SOP) and turnaround time
Refers matters beyond limits of authority and expertise to immediate superior for direction
Upholds the Crawford Code of Conduct by protecting the confidentiality of information
Performs other related tasks as required or needed
Functional Knowledge
Bachelor’s degree in any related course
At least two (2) years customer service or admin work experience in an insurance-related job
Excellent verbal communication and customer orientation skills
Active listening and call handling skills
Proficient in Microsoft Office word processing and spreadsheet
Knowledgeable of business etiquette across various correspondence
Ability to control and respond quickly to a stressful/difficult situation
Maintains high degree of professionalism and confidentiality
Ability to multi-task, prioritize and manage time effectively
Interpersonal skills - Able to work independently and as a team member