Manages 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.
Why Crawford?
Because a claim is more than a number - it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community - one claim at a time.
At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us.
We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.
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:
- Competitive base pay
- 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:
- 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.
Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.
Skills Required
- College degree or equivalent education and industry work-related experience
- Twelve or more years of progressive technical claims experience
- Supervisory and/or management experience
- High degree of judgment and discretion in administrative and technical claims matters
- Demonstrated ability to successfully manage the work of others
- Effective and diplomatic oral and written communication skills
- AIC, ARM, or CPCU industry designation
Crawford & Company Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Crawford & Company and has not been reviewed or approved by Crawford & Company.
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Flexible Benefits — Feedback suggests role-dependent perks like company cars, remote options, and tuition assistance add practical value, especially for field adjusters. These flexible elements are highlighted as meaningful in certain positions.
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Retirement Support — Feedback suggests a 401(k) with company match and an ESPP provide solid financial planning options. These programs are consistently referenced as part of a comprehensive package.
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Healthcare Strength — Feedback suggests medical, dental, vision, and mental-health support are broadly available. These core plans are viewed as standard but reliable inclusions.
Crawford & Company Insights
What We Do
Based in Atlanta, GA Crawford & Company(R) (www.crawco.com) is the world's largest publicly listed independent provider of claims management and outsourcing solutions to carriers, brokers and corporates, with an expansive global network serving clients in more than 70 countries. The company’s shares are traded on the NYSE under the symbols CRD-A and CRD-B.
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