Job DescriptionManages the Service Center, as well as satellite branch locations to assure the claim operation is delivering the highest level of quality and service to our clients including prompt investigation, timely resolution of all claims and organize staff as well as workflows to maximize our service and productivity. The AVP is accountable for overall claim quality, customer service, technical claim results and overall branch office administrative functions.
Responsibilities- Manages and monitors new and pending claim volume to ensure proper staffing levels. Monitors operations, productivity reports and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources.
- Prepares and submits an annual budget, establishes an expense control program, reviews and approves expenses to assure that expenditures are within the constraints of the budget.
- Establishes Service Center objectives supportive of Corporate Headquarters and corporate objectives.
- Provides guidance to claim supervisors to ensure proper investigation and timely equitable disposition of claims. Approves reserve recommendations, establishes reserves and makes recommendations on reserves exceeding authority; analyzes and reviews, on a continual basis, the reserve adequacy of a sampling of open claim files to ensure exposure is properly reflected.
- Analyzes files on a periodic basis to determine accuracy and completeness and to maintain control of quality of work.
- Administers all policies and procedures, communicates to staff, interprets as necessary, and ensures compliance.
- Assures the staff adheres to our Best Practice, SOP's, Carrier and Client specific standards and objectives. The AVP oversees the communication of the performance standards and objectives as well. The AVP also oversees and manages the performance appraisals.
- Selects, trains, and develops an effective and efficient department. Ensures Performance Reviews are conducted in accordance with corporate guidelines; reviews Performance results and develops actions plans to resolve identified areas of improvement. Recommends/approves salary adjustments, promotions, transfers and dismissals.
- Develops managers and/or supervisors, particularly in the management techniques of planning, organizing, leading and controlling through continued coaching and feedback on performance.
- Keeps senior claim management informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority and expertise to manager for direction. Keeps department informed of current problems, changes, and new developments in the department and company by conducting periodic meetings.
- Provides quality service to clients and carriers and ensures that claim personnel are knowledgeable on client special handling instructions and carrier requirements. Assures all security procedures pertaining to client, carrier and company funds and property are strictly adhered to.
- Participates in sales presentations and meetings with current accounts in support of corporate revenue objectives.
- Investigates local conditions which might affect claim handling and keeps senior claim management adequately informed.
- Develops a thorough understanding of the claim adjudication system(s) and organizes workflow to provide for maximum productivity.
- Performs other related duties as required or requested.
- Upholds the Crawford Code of Conduct
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Qualifications- College Degree preferred or education equivalent to a college degree. Or industry work related experience.
- Twelve (12) or more years of progressive technical claim experience, including supervisory and/or management experience, demonstrating a high degree of judgment and discretion, is capable of providing adequate guidance and support on administrative and technical claim matters.
- Demonstrated ability to successfully manage the work of others.
- Demonstrates effective and diplomatic oral and written communication skills, and promotes a favorable company image to the public.
- Industry designations of AIC, ARM or CPCU preferred but not required.
When you accept a job with Crawford, you become a part of the One Crawford family. And as part of the One Crawford family, we offer a comprehensive Total Rewards package to our employees to assist with their financial, health/wellness, continuing education/training and other needs:
- The Pay Range/Salary represents the anticipated low and high pay that may be offered for this position. To determine the actual offer, Crawford considers a wide range of factors including the candidate's previous experience and education, market rates, minimum pay requirements for the applicable jurisdiction, business segment, supply/demand, and scheduled hours.
- Bonus/Incentive Pay and other Performance-Based Rewards, if applicable.
- We offer a well-rounded benefits package that encourages wellness and helps our employees to be an educated healthcare consumer. The core benefits* offered include:
- 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
Other Benefits currently available at no cost include: - Enhanced Mental Health Support
- Virtual Physical Therapy
- Caregiving Services
- Life Assistance Program
*The above information highlights some of the benefits currently available to eligible full-time employees.
- Training programs that promote continuous learning and career progression while enhancing job performance.
- Sustainability programs that give back to the communities in which we live and work.
- A culture of respect, collaboration, entrepreneurial spirit and inclusion.
