Position Overview
As the hub of all claims, the coordinator is responsible for speaking with the customer, ongoing customer follow up, handling service complaints, and logistics of dispatching field personnel to jobs while ensuring that the required Cycle Time and insurance Service Level Agreement tasks deadlines are met. The Coordinator will be responsible for following up daily with the OPS team to ensure that all required documentation, estimates, and procedures are followed according to required program guidelines.
A successful Coordinator will possess tenacity and thrive in a fast paced environment. The coordinator who is detail oriented and able to focus on many projects in varying degrees of completion will be most successful in this position.
Job Responsibilities
1. Understanding of the claims flow process Water Mitigation, Reconstruction, Contents, and other Environmental work
2. Manage data entry for each claim from First Notice of Loss through to completion of the job in the CRM system
3. Daily review of compliance tasks and ensure all job tasks are completed on time
4. Monitor and update jobs in the required operating system, ensuring the job flows efficiently through the claims process requirements and cycle times
5. Ensure that photos and other documents are appropriately described, titled, and uploaded in real time, and follow up to obtain missing required data from homeowners and insurance/mortgage information not obtained on the initial call
6. Create and assist with job estimates, reviewing final estimates to ensure completeness per company standards
7. Manage Customer Service issues and complaints, documenting actions and resolutions
8. Understand all company cycle times and SLAs required for each job and phase
9. Conduct Client Care Calls ensure constant, often daily, communication with the customer, may communicate with adjuster
10. Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required
11. May be responsible for creating job estimates and/or assisting the Estimator/Project Manager with final estimates
Job Requirements
1. High school diploma/GED required
2. Bachelors Degree or applicable experience preferred; work experience will be considered
3. IICRC Certifications preferred but not required: WTR, ASD, OCT, STC
4. Exceptional Customer Service skills
5. 1 3 years of Xactimate experience required; proficient use of Xactimate
6. Experience with Microsoft Office applications (Word, Outlook, PowerPoint, and Excel) required
7. Personal time management and organizational skills
8. Strong verbal and written communication skills
9. Dependable and adaptable to operate within a fast paced work environment
10. Ability to manage highly confidential information
11. Strong problem solving skills
12. Pro