Sr Member Service Coordinator at Crawford & Company in Jacksonville, Florida

Job Description:

Provides senior-level support for contractor and client inquiries by contacting contractor or client and/or researching necessary information in specific systems and documenting various system applications according to documented procedures. Subject-matter expert in Contractor Connection processes and program requirements related to Membership Services and contractor credentialing.

• Bachelor degree or an equivalent combination of education and experience, and at least 4 years customer service or property or claims management experience.
• Highly proficient and advanced computer skills
• Highly proficient and advanced internet navigation skills
• Excellent attention to detail and organizational skills
• Excellent time management abilities
• Highly proficient analytical and problem solving ability
• Excellent written, verbal and oral communication skills
• Excellent interpersonal skills
• Strong proven ability to multi-task
• Accurately analyzes, prioritizes and directs workflow within department
• Builds excellent relationships with internal and external customers
• Stable and consistent with performance and attendance
• Superb conflict management skills
• Strong leadership skills
• Builds teamwork with and between departments
• Effective at monitoring and auditing work of others
• Ability to analyze business reports and identify trends
• Ability to work independently, with minimal supervision
• Thorough knowledge and understanding of Contractor Connection specific applications, workflows and reporting systems (preferred)
• Thorough understanding of Contractor Connection and Membership Services procedures and processes (preferred)
• Thorough understanding of Contractor Connection contractor credentialing deliverables and requirements (preferred)

• Perform escalated contractor resolution.
• Performs review and analysis of program performance and effectiveness reports.
• Resolves general issues and questions of team staff and contractors.
• Assists supervisor in coordination of workflow and overall departmental auditing efforts.
• Monitors weekly and daily quality assurance reports.
• Assists with client request(s).
• Assists supervisor in development of department procedures.
• Assists Supervisor with quality control of weekly and daily reporting and follow ups.
• Assists Supervisor sending client notifications.
• Assists Supervisor with escalated follow up with clients and contractors.
• Assists Supervisor with creating team presentations on new systems and procedures, new programs, ongoing training and team mentoring.
• Assists Supervisor with catastrophe management.
• Maintains overall knowledge of Contractor Connection business model.
• Participates in special projects or performs duties in other areas as requested.
• Upholds and projects the public image of the Company.
• Upholds the Crawford Code of Business Conduct and Ethics at all times.