Client Services Business Analyst

Under direction of the Vice President – Client Services, and with a dotted line reporting relationship to the Managing Director of Client Services the Business Analyst- Client Services. Performs business and productivity analyses, conducts research and organizational studies, and develops methods and procedures which relate to either manual or automated systems or methodologies, and makes recommendations to improve department and corporate effectiveness and efficiency. Will be a key resource working on the Future State Target Operating Model for USLA Client Services Project Team. This role will be primarily responsible for scheduling and organizing team work sessions, documenting outcomes, and obtaining signoffs from participants. Will work closely with VP, Managing Director, Account Executives for Client Services to enhance the client engagement experience, future state process design and ensure client satisfaction through routine business and productivity analyses while fostering clear communications between business units and clients. Supports new and renewal client set up and verification of validity of loss information data such as tracking and reporting metrics through Power BI, and ongoing service deliverables.

• Stay current on industry best practices and share with the team.


• Develops, writes, publishes, and maintains standard operating procedures and documentation in support of manual or automated systems, including screen layouts, reports, interfaces, etc.


• Conducts research studies of business operations and systems to assist in improving productivity through more efficient use of application systems.


• Participates in the planning, scheduling, and conducting of business workshops along with documentation of workshop decisions and outputs.


• Provides various data and information to the business units to enable the department to make appropriate business decisions. Assists in developing priorities within the business units and then within the company.


• May participate in the development of business automation request requirements for new or existing system designs.


• Evaluates and critiques software packages, productivity management programs, and emerging technologies for applicability to the business. Participates in analyzing and helping to incorporate new technologies and software packages into existing or future systems where appropriate, in partnership with others in the business unit and IT.


• May prepare project budgets and cost/benefit analyses, as requested.


• Helps provide the business areas with additional business understanding of areas other than their own.


• Coordinates with the business units and other entities to ensure that work processes and standard operating procedures that impact other areas are effectively and appropriately integrated to maximize overall benefits.


• Conducts audits to ensure compliance and effectiveness of standardized models, procedures, and system requirements.


• Represents Crawford at meetings with customers, vendors, and outside consultants, as requested.


• Keeps Manager informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority and expertise to Manager for direction.


• Perform other related duties as required or requested.


• Assists with billing and collections.


• Upholds the Crawford Code of Conduct.

• Bachelor's degree in Business Administration, Accounting/Finance, Industrial Engineering, or related field.


• Equivalent combination of education and experience is also considered.


• One to three years of professional experience providing a working knowledge of applied business analysis concepts.


• Experience with reporting methods, general business practices, and procedures.


• Exposure to supporting project execution and data-driven solutions.


• Experience in Insurance Claims and Account Management.


• Business Analysis during design workshops.


• Excellent skills with Microsoft Word, Excel, PowerPoint, Visio, Power BI, etc.


• Demonstrates ability to manage projects involving planning, coordinating, and controlling.


• Working knowledge of project techniques and software is desirable.


• Proficiency in business process engineering, data management, and analytics.


• Demonstrates sound skills in fact gathering, defining objectives, and determining alternatives.


• Ability to analyze problems, develop hypotheses, and make sound recommendations.


• Demonstrates effective and diplomatic oral and written communication skills, including the ability to develop and convey complex information clearly and persuasively (including formal presentations) and to respond to questions from all levels of the organization.


• Demonstrates a sound knowledge of technology and how to relate business needs in data processing terms.


• Proficiency in developing financial models.


• Proactive and detail-oriented approach, with a focus on delivering high-quality outcomes.


• Effective time management skills, with the ability to manage multiple priorities simultaneously.


• Good time management skills and excellent attention to detail


• Strong sales and client orientation skills


• Good computer, systems, and software skills


• Strong analytical and problem-solving ability


• Well versed in benchmarking and its interpretation


• Strong understanding of the insurance/TPA industry and marketplace