This position can assist leads and managers when it comes to training, dealing with escalated calls, and helping transfer knowledge to other team members. It will also free up supervisors to spend more time coaching and working with agents, since team members will rely on SMEs for questions related to their area of expertise.
Responsibilities- Applying subject expertise in evaluating business operations and processes.
- Identifying areas where solutions would improve business performance.
- Consulting across business operations, providing mentorship, and contributing specialized knowledge.
- Recommending solutions and determining development requirements.
- Providing subject expertise and guidance to staff (nesting, endorsement, transition to Operations).
- Overseeing the development, testing, and implementation of solutions.
- Determining whether solutions meet defined requirements.
- Verifying reference information, including DTPs and system requirements.
- Ensuring accurate representation of expertise prior to the distribution of solutions to end-users.
- Documenting processes and disseminating information to all relevant stakeholders.
- Bachelor's degree is required.
- At least one (1) year equivalent work experience as SME (external) or 1 year tenure in current process (internal).
- Excellent communication and interpersonal skills with people at all levels.
- Proficiency of the English language, both in verbal and written.
- Strong customer orientation, active listening, and excellent phone handling skills.
Skills Required
- Bachelor's degree
- At least one year of equivalent external SME experience or one year of tenure in the current process
- Excellent communication and interpersonal skills with people at all levels
- Proficiency in spoken and written English
- Strong customer orientation, active listening, and excellent phone handling skills
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.
