Issue Resolution Coord II

Performs more complex investigation and resolution of workmanship warranty, liability damage and performance related matters involving network contractors.


* Bachelor's degree in business administration, management, construction or related discipline equivalent combination of education and work experience is required.


* 2-4 years of relevant work experience in a customer service environment is required.


* Multi line adjusting experience with emphasis on property/liability, familiarity with residential and commercial construction, restoration means and methods.


* Ability to analyze and interpret contract terms and conditions


* Understanding of insurance terms, principles, concepts and practices


* Highly proficient and advanced computer skills


* Excellent attention to detail and organizational skills


* Good time management abilities


* Strong analytical and problem solving ability


* Excellent written, verbal and oral communication skills


* Good interpersonal skills


* Good negotiation skills



* Monitors inbound assignment activity for system entry and client acknowledgement.


* Monitors inbound assignment activity for system entry and client acknowledgement.


* Initiates the investigation of facts relating to reported issues and records findings in internal web based systems.


* Reviews ,analyzes and interprets contractual obligations of contractors and client partners to determine best course of disposition


* Builds and maintains relationships with client adjuster, contractor and insured/homeowner (verbal and written) where necessary to determine and recommend resolution action plan and conclusion of reported issue.


* Reviews, analyzes and makes recommendations of contractor repair estimates of record for determination and confirmation of scope, pricing and other factors relative to the reported issue.


* Reviews and analyzes independent reporting to include Adjuster, engineer, environmental or product testing.


* Monitors time frames of pending complex issues and provides status update reports to client and management as required


* Researches federal, state and local jurisdictional requirements relating to building code and compliance


* Initiates and handles formal notification to contractor insurance carrier and/or agent for matters requiring insurance policy intervention and coverage determination


* Maintains assignments involving a higher level of complexity, such as the overall value of damages, complex liability situations or potential litigation.


* Understands and comprehends multiple network programs, guidelines and requirements.


* Demonstrates and maintains an advanced knowledge of XactAnalysis and Xactimate.


* Maintains communication with District Managers or other departments of specific contractor issues when necessary.


* Upholds and projects the image of the Company.


* Upholds the Crawford Code of Bus...