Claims Coordinator

Overview

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 task 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 thrives 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.

• Understanding of the claims flow process – Water Mitigation, Reconstruction, Contents, and other Environmental work
• Manages 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 are completed on time
• Monitor and update jobs in the required operating system, ensuring the job flows efficiently through the claims process requirements and cycle times
• Ensure that uploading photos and other documents are appropriately described, titled and uploaded in real time, and follow up to get missing required data from homeowner and insurance/mortgage information not obtained on initial call
• Creates and/or assists with job estimate, reviews final estimate to ensure estimate is complete per company standards
• Manages Customer Service issues and complaints, documenting actions and resolution
• Understanding of all company cycle times and SLAs required for each job and phase
• Client Care Calls – ensure constant, often daily, communication with the customer, and may communicate with adjuster
• 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 estimate and/or assisting the Estimator/Project Manager with final estimate

• High school diploma/GED required
• Exceptional customer service skills
• Personal time management and organizational skills
• Strong verbal and written communication skills
• Dependable and adaptable to operate within a fast-paced work environment
• Strong problem-solving skills
• Proficient at using Microsoft Office, Outlook, CRM software

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Move up to 20 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects
• Sitting for long periods of time while using office equipment such as computers, phones etc.
• Fingering and 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
• Close visual acuity to perform detail-oriented activities at distances close to the eyes, such as preparing and analyzing data, viewing computer screen and expansive reading
• Be exposed to various inside working conditions: the change of building environment such as with or without air conditioning and heating. 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. 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 se 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 Service Master Company, LLC.