Issue Resolution Coord II

Crawford & Company•United States,

2h•$20 - $37•Remote

About The Position

Crawford is hiring a remote, U.S.-based Issue Resolution Coordinator II to investigate and resolve complex claim-related issues involving workmanship warranties, liability damage, and contractor performance. The role reviews estimates and reports, analyzes contractual obligations and applicable building requirements, and recommends fair, accurate resolutions. The coordinator works with clients, adjusters, network contractors, insureds and homeowners, and internal teams to keep assignments moving and communicate status and recommendations. The position calls for property adjusting experience and advanced knowledge of Xactimate and XactAnalysis.

Requirements

Bachelor's degree in business administration, management, construction, or a related discipline, or an equivalent combination of education and work experience.
2–4 years of relevant work experience in a customer service environment.
Multi-line adjusting experience, with an emphasis on property and liability.
Familiarity with residential and commercial construction, restoration means, and methods.
Ability to analyze and interpret contract terms and conditions.
Understanding of insurance terms, principles, concepts, and practices.
Highly proficient, advanced computer skills.
Excellent attention to detail and organizational skills.
Good time-management abilities.
Strong analytical and problem-solving ability.
Excellent written, verbal, and oral communication skills.
Good interpersonal skills.
Good negotiation skills.

Responsibilities

Investigate and resolve complex workmanship warranty, liability damage, and performance-related matters involving network contractors.
Monitor inbound assignment activity for system entry and client acknowledgement.
Investigate reported issues, establish relevant facts, and record findings in internal web-based systems.
Review, analyze, and interpret contractor and client partner contractual obligations to determine the appropriate disposition.
Build and maintain relationships with client adjusters, contractors, and insureds or homeowners, as needed, to recommend a resolution plan and conclusion.
Review and analyze contractor repair estimates to determine and confirm scope, pricing, and other factors relevant to reported issues.
Review and analyze independent reports, including reports from adjusters, engineers, environmental specialists, and product testing.
Monitor timelines for pending complex issues and provide status updates to clients and management as required.
Research federal, state, and local jurisdictional building-code and compliance requirements.
Notify contractor insurance carriers and/or agents when insurance-policy intervention and coverage determination are required.
Manage complex assignments involving factors such as overall damage value, complex liability situations, or potential litigation.
Understand and apply the requirements and guidelines of multiple network programs.
Maintain advanced knowledge of XactAnalysis and Xactimate.
Communicate with District Managers or other departments about specific contractor issues when necessary.
Uphold and project the Company's image and comply with the Crawford Code of Business Conduct.
Participate in special projects or other assignments as directed.