Customer Experience Advocate

Job Description

Customer Experience Advocate - Remote 🌟

Why You’ll Love It

✅ work from your favorite spot

✅ Be the problem-solving champion everyone admires

✅ Join a team that’s passionate, supportive, and fun

Join us as a Customer Experience Advocate and be the voice of support for clients and their employees. You’ll handle calls and emails with professionalism, resolve issues in one contact, and ensure every interaction leaves a positive impression. If you love helping people and thrive in a fast-paced environment, this role is for you!

Responsibilities

• Responsible for pilot line calls and email communications resulting in reactionary responses within the claim.
• Manages and authorizes payment on claims while meeting all service, timeframe, and productions standards.
• Communicates with claimants, employers, and medical professionals to gather information regarding eligibility, benefit authorization, and ongoing management of benefits.
• Applies the appropriate contractual provisions, case management resources, and claim processes to ensure eligibility requirements and liability decisions are accurate.
• Responsible for de-escalating calls submitted by Absence Specialists.
• Responsible for providing excellent customer service and industry knowledge to inquiries.
• Assists in the training of new employees as needed.
• Performs other duties as assigned.
• Upholds the Crawford Code of Conduct.
  
  

Qualifications

• High School diploma.
• Two years of years of STD/LTD claims adjudication experience.
• Experienced in the TPA or self-administration services preferred.
• Experience with FMLA/State leave claims preferred.
• Ability to learn medical terminology and conditions.
• Ability to interpret procedures and regulations.
• Knowledgeable in Excel, Word, and web-based systems.
• Excellent verbal and written communication skills.
• Knowledge of ERISA regulations, required offsets and deductions, disability duration and Social Security procedures.
• Demonstrated ability to gather and analyze information, determine a course of action and implement the selected course of action.
• Strong ability to identify, analyze and solve problems.
• Effective interpersonal skills capable of dealing with external sources and all levels of employees.
  
  

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.