Contact Center Lead

Excellence In Everything We Touch

Position Summary

Performs as the senior team Contact Center Agent, supporting the day-to-day monitoring of paper claim volume and distributing claims accordingly. Assists supervisor and Quality Assurance Specialist with monitoring quality and data integrity.

Responsibilities

• Assists with fax/email claim intake as needed on a daily basis concentrating on the more complex claims.
• Handle NOL fax/email distribution.
• Handles escalated phone calls and fax/email escalated claims for quick handling.
• Monitor the Command Center workstation for specialized claim handling that may require special decrypting.
• Depending on the situation, prepares and forwards correspondence to Account Executives, Branch offices or clients for detailed information to process claims quickly.
• Monitors claim status and claim distribution of all TelePlus systems and acts as a back up to Quality Assurance.
• Suggests system enhancements.
• Assists supervisors with Ring Central by utilizing the functions to manage call wait times.
• Assists supervisors with training, coaching and guidance to team members.
• Manages floor duty and assigns or adjusts work to team members, also answers team members questions.
• Keeps manager informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority to manager.
• Participates in special projects and performs other duties as requested.
• Assists with overflow PG clients call volumes to manage wait times.
• Handle RPA error tickets and tracking of data.
• Handle Customer Relations mailbox.
• Assists with PG administrative duties.
• Attains 98% rating or higher for Report Quality and Customer Service.
• Providing support for questions from the Contact Center Agents.

Requirements

• Requires a high school diploma supplemented by courses in word processing, or the equivalent in related work experience.
• Must have a good understanding of TelePlus procedures and claim entry workflows.
• At least one year as a Contact Center Agent II or equivalent work experience.
• Strong understanding of Windows environment.
• Above average verbal and written communication skills.
• Good analytical ability.
• Excellent customer service and people skills.

About Us

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. 

• Our total compensation plans provide each of our employees with far more than just a great salary
• Pay and incentive plans that recognize performance excellence
• Benefit programs that empower financial, physical, and mental wellness
• 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.