Issue Resolution Coord II

• Performs more complex investigation and resolution of workmanship warranty, liability damage and performance related matters involving network contractors.


• Monitors inbound assignment activity for system entry and client acknowledgement.


• Monitors inbound assignment activity for system entry and client acknowledgement.


• Initiates the investigation of facts relating to reported issues and records findings in internal web based systems.


• Reviews ,analyzes and interprets contractual obligations of contractors and client partners to determine best course of disposition


• Builds and maintains relationships with client adjuster, contractor and insured/homeowner (verbal and written) where necessary to determine and recommend resolution action plan and conclusion of reported issue.


• Reviews, analyzes and makes recommendations of contractor repair estimates of record for determination and confirmation of scope, pricing and other factors relative to the reported issue.


• Reviews and analyzes independent reporting to include Adjuster, engineer, environmental or product testing.


• Monitors time frames of pending complex issues and provides status update reports to client and management as required


• Researches federal, state and local jurisdictional requirements relating to building code and compliance


• Initiates and handles formal notification to contractor insurance carrier and/or agent for matters requiring insurance policy intervention and coverage determination


• Maintains assignments involving a higher level of complexity, such as the overall value of damages, complex liability situations or potential litigation.


• Understands and comprehends multiple network programs, guidelines and requirements.


• Demonstrates and maintains an advanced knowledge of XactAnalysis and Xactimate.


• Maintains communication with District Managers or other departments of specific contractor issues when necessary.


• Upholds and projects the image of the Company.


• Upholds the Crawford Code of Business Conduct at all times.


• Participates in special projects or other assignments as directed.

• Bachelor's degree in business administration, management, construction or related discipline equivalent combination of education and work experience is required.


• 2-4 years of relevant work experience in a customer service environment is required.


• Multi line adjusting experience with emphasis on property/liability, familiarity with residential and commercial construction, restoration means and methods.


• Ability to analyze and interpret contract terms and conditions


• Understanding of insurance terms, principles, concepts and practices


• Highly proficient and advanced computer skills


• Excellent attention to detail and organizational skills


• Good time management abilities


• Strong analytical and problem solving ability


• Excellent written, verbal and oral communication skills


• Good interpersonal skills


• Good negotiation skills

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