Claims Coordinator

About the role

The coordinator is responsible for speaking with customers, managing data entry, ensuring timely job completion, and maintaining client care calls.

Responsibilities

• 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
• Makes sure jobs are updated in the required operating system to ensure efficient job flow through the claims process
• Ensures uploading photos and other documents are appropriately described, titled, and uploaded in real time, and follows up to get missing required data from homeowners and insurance/mortgage information not obtained on initial call
• Creates and/or assists with job estimates, reviews final estimate to ensure completeness per company standards
• Manages customer service issues and complaints, documenting actions and resolution
• Understands all company cycle times and SLAs required for each job and phase
• Client Care Calls – ensure constant, often daily, communication with the customer, 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

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 Xactimate 28
• Experience with Microsoft© Office application (Word, Outlook, PowerPoint, and Excel) required
• 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 at using Microsoft Office, Outlook, CRM software
• Experience with customer interaction and conflict resolution
• 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 picking, pinching and typing during your normal working environment.
• Express or exchange ideas with others quickly, accurately, and receive and act on detailed information.
• Closed 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. May be required to travel for short periods of time.

Qualifications

• 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 Xactimate 28
• Experience with Microsoft© Office application (Word, Outlook, PowerPoint, and Excel) required
• 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 at using Microsoft Office, Outlook, CRM software
• Experience with customer interaction and conflict resolution

Skills

• Understanding of the claims flow process – Water Mitigation, Reconstruction, Contents, and other Environmental work
• Managing 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
• Making sure jobs are updated in the required operating system to ensure efficient job flow through the claims process
• Ensuring uploading photos and other documents are appropriately described, titled, and uploaded in real time, and following up to get missing required data from homeowners and insurance/mortgage information not obtained on initial call
• Creating and/or assisting with job estimates, reviewing final estimate to ensure completeness per company standards
• Managing 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 – ensuring constant, often daily, communication with the customer, may communicate with adjuster
• Ensuring 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

Benefits

Built on a foundation of great brands and employees with a passion for service, our vision is to be the leading provider of essential services through empowered people, world-class customer service and convenient access. By joining ServiceMaster, you'll be part of a talented network of employees with a shared vision.

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.