Claims Coordinator

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 follow 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

Understanding of the claims flow process – Water Mitigation, Reconstruction, Contents, and other Environmental work. Manage data entry for each claim from First Notice of Loss through to completion of job in the CRM system. Daily review of compliance tasks and all job tasks to ensure completion on time. Monitor and update jobs in the required operating system to ensure efficient job flow through the claims process requirements and cycle times. Ensure that uploading photos and other documents are appropriately described, titled, and uploaded in real time, as well as follow up to obtain missing required data from homeowners and insurance/mortgage information not obtained on the initial call. Create and/or assist with job estimates, reviewing final estimates to ensure completion per company standards. Manage customer service issues and complaints, documenting actions and resolutions. Understand all company cycle times and SLAs required for each job and phase. Conduct client care calls to ensure constant, often daily, communication with the customer and may communicate with adjusters. Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required. May be responsible for creating job estimates and/or assisting the Estimator/Project Manager with the final estimate.

Job Requirements

High school diploma/GED required. Bachelor’s Degree or applicable experience preferred; work experience will be considered. IICRC Certifications preferred but not required: WTR, ASD, OCT, STC. Exceptional customer service skills. 1-3 years of Xactimate experience required - proficient use of Xactimate 28. Experience with Microsoft Office applications (Word, Outlook, PowerPoint, and Excel) required. Strong personal time management and organizational skills. Strong verbal and written communication skills. Dependable and adaptable to operate within a fast-paced work environment. Ability to manage highly confidential information. Strong problem-solving skills. Proficient in using Microsoft Office, Outlook, and CRM software. Experience with customer interaction and conflict resolution.

Physical Demands and Working Conditions The 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 while using office equipment such as computers and phones. Perform fingering and repetitive motions, such as movement of wrists, hands, and fingers while typing. Express or exchange ideas quickly and accurately, receiving and acting on detailed information. Maintain close visual acuity to perform detail-oriented activities such as preparing and analyzing data and viewing computer screens. Be exposed to various inside working conditions, such as changes in building environments with or without air conditioning and heating. May be required to travel for short periods of time.

Disclaimer The 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. This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to The ServiceMaster Company, LLC. #J-18808-Ljbffr