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Customer Advocate
2 months ago
We are seeking a highly skilled and empathetic Customer Advocate to join our team at Crawford & Company. As a Customer Advocate, you will play a critical role in assisting vulnerable customers in resolving their claims in a timely and effective manner.
Key Responsibilities:- Maintain a high volume of property claim contacts and ensure timely resolution of complaints.
- Work closely with claim adjusters to examine claims forms, policies, and endorsements to determine coverage.
- Provide recommendations to claim adjusters to ensure the progress of claims, often requiring outside-the-box thinking.
- Support and advise policyholders on their claims, providing clear and concise information.
- Act as a team escalation point and proactively manage complex or contentious cases to resolve disputes effectively.
- Utilize data to identify vulnerabilities and progress these accordingly.
- Go above and beyond to progress and resolve complaints directly with complainants.
- Adhere to insurer client Service Level Agreements and processes.
Crawford & Company is a leading claims management company operating in over 70 countries. With over 80 years of experience, we are committed to restoring and enhancing lives, businesses, and communities affected by natural disasters and catastrophic events.
We offer a comprehensive range of services across the entire claim lifecycle, including loss adjusting, third-party administration, forensic accounting, and more.
Requirements:- At least 3 years' experience in insurance claims management review or assessment, with a focus on vulnerable parties.
- Demonstrated ability to understand and interpret insurance policies, with strong technical claims experience.
- Experience in dispute resolution and complex complaint management, particularly with vulnerable parties.
- Ability to investigate and identify issues and information needed to form a view.
- Strong verbal and written communication skills to understand information and communicate issues and approaches clearly.
- Excellent organizational skills to manage multiple complaints and activities simultaneously.
- Resilience and empathy, with the ability to have difficult conversations with consumers and financial firms.
- A highly responsive approach to work.
- Ability to work autonomously and as part of a close and supporting team.
We are looking for a self-driven and enthusiastic individual who is a problem solver by nature. You will be a natural at remaining calm and composed in challenging situations, with excellent interpersonal skills and a caring, empathetic, and positive outlook.
You will be well supported by a great leader and team, where you will feel inspired to do your best work. If you are a people person with a passion for helping others, we encourage you to apply for this exciting opportunity.
