Position OverviewAs 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 ResponsibilitiesUnderstanding of the claims flow process – Water Mitigation, Reconstruction, Contents, and other Environmental workManage data entry for each claim from First Notice of Loss through to completion of the job in the CRM systemDaily review of compliance tasks and ensure all job tasks are completed on timeMonitor and update jobs in the required operating system, ensuring the job flows efficiently through the claims process requirements and cycle timesEnsure 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 callCreate and assist with job estimates, reviewing final estimates to ensure completeness per company standardsManage Customer Service issues and complaints, documenting actions and resolutionsUnderstand all company cycle times and SLAs required for each job and phaseConduct Client Care Calls – ensure constant, often daily, communication with the customer, may communicate with adjusterEnsure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as requiredMay be responsible for creating job estimates and/or assisting the Estimator/Project Manager with final estimatesJob RequirementsHigh school diploma/GED requiredBachelor's Degree or applicable experience preferred; work experience will be consideredIICRC Certifications preferred but not required: WTR, ASD, OCT, STCExceptional Customer Service skills1-3 years of Xactimate experience required; proficient use of XactimateExperience with Microsoft Office applications (Word, Outlook, PowerPoint, and Excel) requiredPersonal time management and organizational skillsStrong verbal and written communication skillsDependable and adaptable to operate within a fast-paced work environmentAbility to manage highly confidential informationStrong problem-solving skillsProficient at using Microsoft Office, Outlook, and CRM softwareExperience with customer interaction and conflict resolutionPhysical Demands and Working ConditionsThe physical demands are representative of those that must be met by an employee to perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:
Move up to 20 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.Sit for long periods of time while using office equipment such as computers and phones.Perform repetitive motions, such as movement of wrists, hands, and fingers while typing during your normal working environment.Express or exchange ideas with others quickly, accurately, and receive and act on detailed information.Have close visual acuity to perform detail-oriented activities at distances close to the eyes, such as preparing and analyzing data, viewing computer screens, and expansive reading.Be exposed to various inside working conditions: The change of building environment such as with or without air conditioning and heating.
May be required to travel for short periods of time.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
The Company reserves the right to modify this description in the future, with or without notice to the employee.
This Job Description does not create an employment contract, implied or otherwise, and employment with the Company remains at will.
These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.
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