Client Liaison - Disability Benefits

Category: Customer Service

Responsibilities:

• Work on a variety of client-centric projects and client-specific disability benefit workflows.
• Perform root cause research and analysis to manage multiple inquiries and recommend solutions for assigned clients.
• Lead change, use strategic thinking, and collaborate with other departments to ensure all issues are resolved for clients.
• Communicate custom workflows agreed upon during implementation or following the effective date of a plan (changes) to the operations team.
• Assign client base to act as an intermediary for operations and the client on any escalations related to claim service issues.
• Research and answer questions or issues received in the assigned client's custom inbox.
• Provide ad-hoc training, in conjunction with the Training Specialist, as needed for any specialized customer workflows or changes.
• As needed, work with Client Services and the Technical Operations team on updates, escalations, or service issues related to workflow, correspondence, or email needs for assigned clients.
• Partner with the Implementation Manager during implementations to ensure all operational knowledge is communicated to the Team Managers and Training Specialist in advance of the go-live date of assigned clients.
• Jointly responsible for business retention with assigned clients in conjunction with internal peers.
• As needed, travel to participate as a business SME for finalist meetings, client service issue recovery, or stewardship meetings.
• Perform other projects as needed.
• Uphold the Crawford Code of Conduct.

Qualifications:

• Bachelor's degree or an equivalent combination of education and work experience.
• Minimum of five years' experience providing long-term disability administration and functional support.
• Minimum of three years' experience in a key client-support role.
• Experience managing or handling Disability or Leave claims operationally.
• Experience working with mid to national-sized clients' disability/leave programs in a client-facing position.
• Effective verbal and written communication skills.
• Good interpersonal skills; ability to work with people at all levels of an organization.
• Good time management abilities.
• Excellent attention to detail.
• Strong analytical and problem-solving ability.
• Good organization and ability to reprioritize activities as needed.
• Must complete continuing education requirements as outlined by Crawford Educational Services.