Senior Member Services Specialist – Hybrid Support

Crawford & Company; Jacksonville (FL); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Crawford & Company in Jacksonville, FL is seeking a Sr. Member Service Coordinator to support contractor and client inquiries, ensure accurate documentation, and uphold program compliance in a hybrid role.

The position emphasizes detail orientation, analytical thinking, and strong communication across internal teams and external clients. You will monitor reports, support quality standards, and help optimize Contractor Connection processes daily.

Qualifications

• Bachelor degree or equivalent combination of education and experience.
• At least 4 years customer service or property or claims management experience.
• Excellent written, verbal and oral communication skills.
• Excellent interpersonal and organizational abilities.
• Thorough knowledge of Contractor Connection applications, workflows and reporting systems (preferred).

Responsibilities

• Provides senior-level support for contractor and client inquiries by contacting contractor or client and/or researching necessary information in specific systems and documenting various system applications. Subject-matter expert in Contractor Connection processes and program requirements related to Membership Services and contractor credentialing.
• Perform escalated contractor resolution.
• Performs review and analysis of program performance and effectiveness reports.
• Resolves general issues and questions of team staff and contractors.
• Assists supervisor in coordination of workflow and overall departmental auditing efforts.
• Monitors weekly and daily quality assurance reports.
• Assists with client request(s).
• Assists supervisor in development of department procedures.
• Assists Supervisor with quality control of weekly and daily reporting and follow ups.
• Assists Supervisor sending client notifications.
• Assists Supervisor with escalated follow up with clients and contractors.
• Assists Supervisor with creating team presentations on new systems and procedures, new programs, ongoing training and team mentoring.
• Assists Supervisor with catastrophe management.
• Maintains overall knowledge of Contractor Connection business model.

Skills

Customer service

Attention to detail

Analytical skills

Communication skills

Interpersonal skills

Time management

Leadership

Multi-tasking

Independent work

Education

Bachelor degree or equivalent combination of education and experience

Tools

Contractor Connection apps

Contractor Connection reporting systems

Advanced computer skills

Internet navigation skills

Job description

Crawford & Company in Jacksonville, FL is seeking a Sr. Member Service Coordinator to support contractor and client inquiries, ensure accurate documentation, and uphold program compliance in a hybrid role.

The position emphasizes detail orientation, analytical thinking, and strong communication across internal teams and external clients. You will monitor reports, support quality standards, and help optimize Contractor Connection processes daily.