Sr Member Service Coordinator

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

Ready to Keep Operations Running Smoothly?

Be the Backbone of Our Membership Services Team!

Join Us as Sr Member Service Coordinator - Hybrid Role | Jacksonville, FL

What's in it for you?

Provide Expert Support: Handle contractor and client inquiries while ensuring accurate documentation and program compliance.

Own the Details: Monitor reports, maintain quality standards, and support the resolution of complex contractor issues.

Be Essential: Serve as a trusted resource for Contractor Connection processes and help keep operations running efficiently every day.

At Crawford, every claim represents a person and a community we help rebuild. As a Sr Member Service Coordinator, your customer service expertise, analytical skills, attention to detail, and knowledge of contractor credentialing processes will help deliver exceptional support to clients and contractors alike.

This is your chance to be part of the One Crawford family -where your work makes a real impact.

• Bachelor degree or an equivalent combination of education and experience, and at least 4 years customer service or property or claims management experience.
• Highly proficient and advanced computer skills
• Highly proficient and advanced internet navigation skills
• Excellent attention to detail and organizational skills
• Excellent time management abilities
• Highly proficient analytical and problem solving ability
• Excellent written, verbal and oral communication skills
• Excellent interpersonal skills
• Strong proven ability to multi-task
• Accurately analyzes, prioritizes and directs workflow within department
• Builds excellent relationships with internal and external customers
• Stable and consistent with performance and attendance
• Superb conflict management skills
• Strong leadership skills
• Builds teamwork with and between departments
• Effective at monitoring and auditing work of others
• Ability to analyze business reports and identify trends
• Ability to work independently, with minimal supervision
• Thorough knowledge and understanding of Contractor Connection specific applications, workflows and reporting systems (preferred)
• Thorough understanding of Contractor Connection and Membership Services procedures and processes (preferred)
• Thorough understanding of Contractor Connection contractor credentialing deliverables and requirements (preferred)

• 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 according to documented procedures. 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.
• Participates in special projects or performs duties in other areas as requested.
• Upholds and projects the public image of the Company.
• Upholds the Crawford Code of Business Conduct and Ethics at all times.