Account Intake Coordinator

at Crawford & Company in Lake Zurich, Illinois, United States

Job Description

Account Intake Coordinator

Requisition ID 
2024-25776  

 Job Locations  
US-IL-Lake Zurich  

Position Type 
Regular Full-Time  

Category 
Claims  

Business Unit 
BUS_TPA US
Excellence In Everything We Touch

Position Summary

Under general supervision, manages relationship between Contact Center and clients, brokers, agents, and any internal business units. Serves as primary contact for clients relating to the claim reporting process and subsequent validation processes. Accountable for documenting and maintaining accurate client requirements, as well as client instructions for the Contact Center staff.

Responsibilities

Investigates and analyzes inquiries and complaints, both written and verbal, in order to provide feedback and offer root cause analysis and solutions. Utilizes feedback from support units to monitor trends and develop improvement plans to support internal and external business needs.
Analyzes client's existing incident reporting process to help client define intake requirements that will support the client's overall intake experience.
Coordinates special processing requests from both internal and external customers and submits these requests to the appropriate areas within Contact Center or other departments or individuals outside of Contact Center. Keeps customer informed of progress.
Communicates the various Contact Center services to existing and prospective customers, or others; represents Contact Center in meetings with clients, and internal/external customers.
Monitors the claim validation process and responds to any pending claim issues. Obtains missing claim information required to complete reports, which includes ensuring successful transmission of the loss reports to the appropriate Service Center.
Works with Quality Assurance Team to improve department quality.
Works with Training Team to create training documentation and special procedures to ensure consistent, complete and accurate loss reporting.
Creates and/or completes special reports requested by internal and external customers.
Inputs and retrieves information using current and appropriate systems
Generates queries of Contact Center claim data, identifying trends and recommendations for enhancements to better serve the client needs.
Balances multiple projects to assist management as well as other areas of responsibility.
Keeps supervisor informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority and expertise to supervisor for direction.
Participates in special projects and performs other duties as requested.

Requirements

Education equivalent to graduation from college or an equivalent combination of education and experience.
Two or more years experience as a Contact Center Agent or equivalent in customer service-oriented activities.
Possesses a thorough working knowledge of Contact Center, claim handling procedures, and technical fundamentals. Has strength in ability to research, analyze and provide solutions to the standard and more difficult questions or problems regarding the claim intake and claim validation processes.
Customer Service
Strong Spoken/Written Communication
Decision Making/Problem Solving
Interpersonal (Human Relations)
Microsoft Office - Power point, Word, Excel

About Us

Why Crawford?
Because a claim is more than a number - it's a person, a child, a friend. It's anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community - one claim at a time.
At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We're looking for the next generation of leaders to take this journey with us.
We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.
When you accept a job with Crawford, you become a part of the One Crawford family.
Our total compensation plans provide each of our employees with far more than just a great salary
Pay and incentive plans that recognize... For full info follow application link.

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.