Client Account Manager - Crawford & Company

Position Summary:

Account Manager oversees the client relationship with current accounts to enhance retention and identify opportunities for cross-selling and account enhancement.

• Coordinates with Operations and clients to support their needs related to reporting and compliance.
• Serves as the Account Manager coordinating with the vendor, clients, operations and finance to ensure reporting parameters are defined and schedules are met.
• Analyzes error report trends and identifies ways to improve error or quality ratios by developing recommendations to reduce or eliminate on-going errors.
• Leads the research, writing, publishing and maintenance of Standard Operating Procedures (SOP’s) and user manuals/guides.
• Develops and implements tools such as the creation of templates and user guides to assist clients in ensuring SLA’s are upheld.
• Monitors and reviews file transmission history to ensure successful transmission from client and vendors to and from CMS.
• Manages and participates in the testing process and implementation for all new modifications.
• Participates in the development of project plans for client and carrier implementation.
• As requested, participates in new client RFPs and presentations etc. as subject matter expert.
• Provides guidance and/or training to Account Management, Claim, etc. in areas related to compliance and reporting.
• Interacts and consults with business partners, clients, Sales Department, Finance, IT, Legal, on a continual basis to ensure superior service and data accuracy in all applications.
• Keeps Management informed verbally and in writing of activities and problems within assigned area of responsibility.
• Drives solutions and creating of client success and retention plans.
• Develops, creates, and reviews stewardship reports to provide to clients.
• Logs trending of complaints or client pain points to create solutions.
• Performs other related duties as required or requested.

• 3-4 years experience in insurance, within a business analyst capacity, and/or claim systems or the equivalent in related work experience.
  
• Completion of a college or university degree in business, business administration, insurance or related field
  
• Demonstrates a sound knowledge of basic business principles.
  
• Demonstrates the ability to plan projects and complete assignments timely and accurately.
  
• Understands the impact of decisions, actions, and technology on Broadspire’s and customers business systems.
  
• Excellent understanding of process and systems flow.
  
• Displays excellent interpersonal skills.
  
• Displays excellent presentation and training skills.
  
• Displays ownership in business relationships and assignments.
  
• Ability to clearly present information through the spoken or written word; reads and interprets complex information; talk with customers or clients; listens well.
  
• Ability to stay well informed of current industry trends; learn and apply new concepts and identifies own areas of opportunity and sets and monitors self development goals.
  
• Ability to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deals with service failures and prioritizes customer needs.
  
• Ability to challenge conventional practices; adapt established methods for new uses; pursues ongoing system improvement; develops new ideas to create novel solutions to problems; evaluates new technology as potential solutions to existing problems.
  
• Demonstrates or models behavior that rallies others around a common cause and builds a shared sense of purpose.
  
• Ability to develop rapport with others and recognize their concerns and feelings; builds and maintains long-term associations based on trust; helps others.

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.

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