Claims Coordinator

Position Overview

The coordinator is responsible for speaking with customers, managing service complaints, dispatching field personnel, ensuring Cycle Time and Insurance Service Level Agreement deadlines, and following up with the OPS team.

Job Responsibilities

• Understand the claims flow process – Water Mitigation, Reconstruction, Contents, and Environmental work
• Manages data entry for each claim from First Notice of Loss through to completion in the CRM system
• Daily review compliance tasks and ensure all job tasks are completed on time
• Monitor and update jobs in required operating systems to ensure efficient claim process
• Ensure uploading photos and documents are appropriately described, titled, and uploaded in real time, and follow up for missing data
• Create or assist with job estimates, reviewing final estimates to ensure completeness per company standards
• Manage customer service issues and complaints, documenting actions and resolutions
• Ensure constant communication with customers, including adjusting to the needs of the adjuster
• Enter daily notes in all jobs, contacting relevant participants, and escalating issues to the department manager as necessary

Job Requirements

• High school diploma/GED required
• Bachelor’s Degree or applicable experience preferred
• 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
• Experience with Microsoft© Office applications (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
• Strong problem-solving skills
• Proficient at using Microsoft Office, Outlook, and CRM software
• Experience with customer interaction and conflict resolution

Physical Demands and Working Conditions

• Move up to 20 pounds occasionally
• Sit for long periods of time while using office equipment
• Finger and repetitive motion activities
• Express and exchange ideas quickly and accurately
• Close visual acuity for detailed activities
• Exposure to various indoor working conditions