Supervisor- Issue Resolution

Crawford•Jacksonville, FL

8d•Remote

About The Position

Reporting to the Issue Resolution Manager, the Issue Resolution Supervisor will be responsible for the Issue Resolution department, ensuring that the department provides investigation and resolution of workmanship warranty, liability damage, and performance-related matters involving network contractors. This role requires subject matter expertise in Crawford Contractor Connection Issue Resolution processes and program requirements.

Requirements

Bachelor's Degree preferred or equivalent in related work experience.
Minimum of two years' experience in a supervisory related position or other related experience.
Minimum of six years' construction estimating or property adjusting background or other related experience.
Multi-line adjusting experience with emphasis on property/liability, familiarity with residential and commercial construction, restoration means and methods.
Expert knowledge of analyzing and interpreting contractual obligations, terms, and conditions of contractors and client partners to determine the best course of disposition.
Ability to effectively manage and supervise employees, build teamwork with and between departments, effectively monitor and audit the work of others.
Strong leadership skills.
Ability to deal with difficult issues under pressure, and provide necessary communication to staff, insurer clients, and/or contractors.
Advanced negotiation, conflict management, analytical, and problem-solving skills, including the ability to analyze business reports, identify trends, prioritize/direct workflow within the department.
Excellent written, verbal, and oral communication skills.
Good interpersonal skills.
Excellent attention to detail and organizational skills.
Understanding and comprehension of multiple network programs, guidelines, and requirements.
Understanding of insurance terms, principles, concepts, and practices.
Expert understanding of contents handling and cleaning.
Expert understanding of evaluating roof damage (e.g., wind and hail).
Expert understanding of fire/smoke restoration.
Expert understanding of water mitigation standards (IICRC S500).
Expert understanding of construction order of operations.
Understanding of construction materials and installation methods.
Expert understanding of Xactware suite of products.
Understanding of Symbility suite of products.

Nice To Haves

Advanced understanding of the multiple departments that encompass the Contractor Connection operation.

Responsibilities

Supervises all aspects of the investigation and issue resolution process involving the Issue Resolution Team.
Supervises personnel, including collaborating with the Issue Resolution Manager to provide feedback for team member performance, assist with the resolution of personnel issues, and participate in the interviewing and selection process.
Responsible for facilitating employee growth through the development of individual development plans and maintaining career paths with relevant curriculum.
Monitors and analyzes performance trends for key quality and productivity metrics, establishes appropriate control measures, and communicates findings to management.
Monitors inbound assignment activity for system entry and client acknowledgment.
Responsible for leading regular quality assurance performance meetings, including coaching and feedback on department and industry best practices.
Monitors assigned work to ensure a balanced workload and that production and quality standards are met.
Monitors assignment volume statistics and identifies potential staffing issues, proactively communicating findings to management.
Responsible for gathering estimate data and auditing based on modern construction practices, contractor instructions, and knowledge of Xactimate.
Serves as a subject matter expert of Xactimate and client estimating guidelines.
Responsible for managing all quality and productivity-related issues reported by clients, contractors, and other departments.
Resolves issue resolution matters through escalation to main points of contact within the organization.
Develops new strategies for Issue Resolution processes.
Researches federal, state, and local jurisdictional requirements relating to building code and compliance.
Interacts with client adjusters, contractors, and insured/homeowners (verbally and in writing) as necessary to determine and recommend resolution action plans and conclusions for reported issues.
Builds and maintains relationships with client adjusters, contractors, and insured/homeowners (verbally and in writing) as necessary to determine and recommend resolution action plans and conclusions for reported issues.
Initiates formal notification to contractor insurance carriers and/or agents for matters requiring insurance policy intervention and coverage determination.
Maintains communication with District Managers or other departments regarding specific contractor issues when necessary.
Responsible for developing and maintaining on-boarding training curriculum for new staff.
Responsible for leading the on-boarding training process for new staff, including management of the training curriculum.
Provides daily training, coaching, and guidance to team members.
Develops and maintains department standard operating procedures (SOPs).
Responsible for organizing and leading regular department meetings, including gathering data and relevant topics and developing presentations.
Interacts with clients providing demos/tours of the department.
Participates in special projects or performs duties in other areas as requested.
Upholds and projects the public image of the Company.
Maintains overall knowledge of the Contractor Connection business model.
Upholds the Crawford Code of Business Conduct and Ethics at all times.