Summary
Responsible for accurately recording all pertinent first report information via telephone and written correspondence from the insured, claimant, or their representative.
Job Scope
- 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
- 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
- Keen attention to details
