Client Liaison - Disability Benefits
About The Position
The Client Liaison supports assigned clients by managing disability benefit workflows and resolving client inquiries. The role conducts root cause analysis, recommends solutions, and collaborates with cross-functional teams to ensure effective and timely issue resolution. It serves as an intermediary between clients and operations on escalated claim-related service issues, helps maintain client relationships, and may travel to support finalist, recovery, or stewardship meetings. The position is remote and may work from anywhere in the United States. Crawford offers eligible full-time employees a Total Rewards package that includes competitive base pay, performance-based rewards when applicable, health and wellness benefits, paid leave, retirement benefits, tuition assistance, paid parental leave, supplemental health benefits, mental health support, virtual physical therapy, caregiving services, and a life assistance program. Training programs support continuous learning and career progression. The company also describes sustainability programs and a culture of respect, collaboration, entrepreneurial spirit, and inclusion.
Requirements
- Bachelor's degree or an equivalent combination of education and work experience.
- At least five years of experience providing long-term disability administration and functional support.
- At least three years of experience in a key client-support role.
- Experience managing or handling disability or leave claims operationally.
- Experience working with mid-sized to national clients' disability or leave programs in a client-facing position.
- Effective verbal and written communication skills.
- Interpersonal skills and the ability to work with people at all levels of an organization.
- Good time-management abilities.
- Excellent attention to detail.
- Strong analytical and problem-solving ability.
- Good organization and the ability to reprioritize activities as needed.
- Must complete continuing education requirements outlined by Crawford Educational Services.
Responsibilities
- Communicate custom workflows agreed during implementation or after a plan's effective date to the operations team.
- Act as an intermediary between assigned clients and operations for escalated claim-related service issues.
- Research and answer questions or issues received in assigned clients' custom inboxes.
- Provide ad hoc training, together with a Training Specialist, for specialized customer workflows or changes.
- Work with Client Services and Technical Operations on updates, escalations, and service issues relating to workflows, correspondence, or email needs for assigned clients.
- Partner with the Implementation Manager during implementations to ensure operational knowledge is communicated to Team Managers and the Training Specialist before assigned clients' go-live dates.
- Share responsibility with internal peers for retaining assigned clients' business.
- Travel as needed to participate as a business subject-matter expert in finalist meetings, client service issue recovery, or stewardship meetings.
- Perform other projects as needed.
- Uphold the Crawford Code of Conduct.
Benefits
- Competitive base pay
- Bonus/incentive pay and other performance-based rewards, if applicable
- Medical, dental, and vision plans
- Prescription drugs
- HSA, HRA, and FSA accounts
- Paid holidays, vacation, and sick leave
- 401(k) retirement plan
- Tuition assistance
- Paid parental leave
- Supplemental health benefits
- Enhanced mental health support
- Virtual physical therapy
- Caregiving services
- Life Assistance Program
- Training programs that promote continuous learning and career progression
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
