File Manager

Reports To:

General Manager / Operations Manager

Position:
Full-Time

The File Manager is responsible for overseeing restoration projects from initial customer intake through mitigation, demolition, and reconstruction, ensuring a seamless and well-coordinated customer experience from start to finish. This position serves as the primary point of contact for the customer throughout the entire project lifecycle, coordinating communication between customers, insurance companies, demolition technicians, rebuild project managers, and internal departments.

The File Manager is responsible for initiating customer communication, submitting scopes of work to insurance carriers, following up on mitigation approvals, coordinating demolition scheduling once approved, maintaining consistent customer follow-up, and facilitating the transition into reconstruction. A critical component of this role is clearly communicating the restoration process to customers, setting expectations, and ensuring each division is informed and prepared for the next phase of the project.

The ideal candidate is highly organized, proactive, customer-focused, and capable of managing multiple active files while maintaining accurate documentation and consistent follow-through.

• Manage assigned restoration files from initial intake through completion of mitigation, demolition, and reconstruction.
• Monitor the progress of each file to ensure timely movement through all phases of the restoration process.
• Coordinate communication and handoffs between mitigation, demolition, and reconstruction teams to maintain continuity throughout the project.
• Identify outstanding tasks, approvals, documentation, and scheduling needs, and follow up proactively to prevent unnecessary delays.
• Maintain accurate and up-to-date file documentation, customer communications, approvals, scopes of work, and project status updates within the company's designated systems.
• Communicate project updates, outstanding items, and potential delays to the appropriate internal team members.
• Ensure all parties understand their responsibilities, timelines, and next steps throughout the project lifecycle.

• Initiate contact with homeowners (HO) following assignment of a new file to introduce the company, establish communication, and explain the next steps.
• Clearly outline the restoration process to customers, including mitigation, insurance approvals, demolition, and reconstruction.
• Set appropriate expectations regarding the sequence of work, scheduling, customer responsibilities, and anticipated next steps.
• Serve as the primary point of contact for customers throughout the entire project, providing consistent communication and timely responses to questions or concerns.
• Conduct regular follow-ups with customers to provide status updates, communicate scheduling changes, and ensure they understand the progress of their project.
• Coordinate communication between customers and the appropriate field personnel, including demolition technicians and reconstruction project managers.
• Address customer concerns promptly and professionally, escalating issues to management when necessary.
• Maintain a professional, customer-focused approach that supports customer satisfaction and confidence throughout the restoration process.

• Submit scopes of work and required supporting documentation to insurance carriers for review and approval.
• Follow up consistently with insurance adjusters and carrier representatives regarding outstanding mitigation approvals, scope reviews, and documentation requests.
• Track the status of insurance submissions and…