Supervisor- Issue Resolution

Reporting to Issue Resolution Manager, Issue Resolution Supervisor will be responsible for Issue Resolution department, ensuring that department provides investigation and resolution of workmanship warranty, liability damage and performance related matters involving network contractors. Subject matter expert in Crawford Contractor Connection Issue Resolution processes and program requirements.

• Leadership & Support
  
  
  
  • Supervises all aspects of investigation and issue resolution process involving Issue Resolution Team.
  
  
  • Supervises personnel, to include collaborating with Issue Resolution Manager to provide feedback for team member performance, assist with resolution of personnel issues and interviewing and selection process.
  
  
  • Responsible for facilitating employee growth through development of individual development plans and maintaining career paths with relevant curriculum.
  
  
  • Monitors / analyzes performance trends for key quality and productivity metrics and establish appropriate control measures and communicates to management.
  
  
  • Monitor inbound assignment activity for system entry and client acknowledgement.
  
  
  • Responsible for leading regular quality assurance performance meetings to include coaching and feedback on department and industry best practices.
  
  
  • Monitors assigned work to ensure balanced workload and production and quality standards are met.
  
  
  • Monitors assignment volume statistics and identifies potential staffing issues, proactively communicating findings to management.
  
  
  • Responsible for gathering estimate data and auditing based on modern construction practices, contractor instructions and knowledge of Xactimate.
  
  
  • Serves as subject matter expert of Xactimate and client estimating guidelines.
  
  
  • Responsible for managing all quality and productivity related issues reported by clients, contractors, and other departments.
  
  
  • Resolves issue resolution matters through escalation to main points of contact within the organization.
  
  
  • Develops new strategies for Issue Resolution processes.
  
  
  • Researches federal, state and local jurisdictional requirements relating to building code and compliance.
  
  


• Communication:
  
  
  
  • Interacts with client adjuster, contractor and insured/homeowner (verbal and written) where necessary to determine and recommend resolution action plan and conclusion of reported issue.
  
  
  • 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.
  
  
  • Initiates formal notification to contractor insurance carrier and/or agent for matters requiring insurance policy intervention and coverage determination.
  
  
  • Maintains communication with District Managers or other departments of specific contractor issues when necessary. Responsible for developing and maintaining on-boarding training curriculum for new staff.
    
    
    
    • Responsible for leading on-boarding training process for new staff to include management of training curriculum.
    
    
    • Provides daily training, coaching and guidance to team members.
    
    
    • Develop and maintain department standard operating procedures (SOP's).
    
    
    • Responsible for organizing and leading regular department meetings including gathering data and relevant topics and development of presentations.
    
    
  
  


• Additional Duties
  
  
  
  • Interacts with clients providing demo/tours of department.
  
  
  • Participates in special projects or performs duties in other areas as requested.
  
  
  • Upholds and projects the public image of the Company.
  
  
  • Maintains overall knowledge of Contractor Connection business model.
  
  


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

• Bachelor's Degree preferred or equivalent in related work experience.


• Minimum of two years' experience in a supervisory related position or other related experience.


• Minimum of six years' construction estimating or property adjusting background or other related experience.


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


• Expert knowledge of analyzing and interpreting contractual obligations, terms and conditions of contractors and client partners to determine best course of disposition.


• Ability to effectively manage and supervise employees, build teamwork with and between departments, effectively monitor and audit work of others


• Strong leadership skills.


• Ability to deal with difficult issues under pressure, and provide necessary communication to staff, insurer clients and/or contractors.


• Advanced negotiation, conflict management, analytical and problem solving skills, including ability to analyze business reports, identify trends, prioritize/direct workflow within the department.


• Excellent written, verbal and oral communication skills.


• Good interpersonal skills.


• Excellent attention to detail and organizational skills.


• Understanding and comprehension of multiple network programs, guidelines and requirements.


• Understanding of insurance terms, principles, concepts and practices.


• Advanced understanding of the multiple departments that encompass the Contractor Connection operation preferred.


• Expert understanding of contents handling and cleaning.


• Expert understanding of evaluating roof damage i.e. wind and hail.


• Expert understanding of fire/smoke restoration.


• Expert understanding on water mitigation standards (IICRC S500).


• Expert understanding of construction order of operations.


• Understanding of construction materials and installation methods.


• Expert understanding of Xactware suite of products.


• Understanding of Symbility suite of products.

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