Claims Coordinator

Benefits

• Bonus based on performance
• Competitive salary
• Flexible schedule
• Paid time off
• Training & development

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 required Cycle Time and insurance Service Level Agreement task deadlines are met. The Coordinator will follow up daily with the OPS team to ensure all required documentation, estimates, and procedures are followed according to program guidelines. A successful Coordinator possesses tenacity, thrives in a fast‑paced environment, is detail‑oriented, and can manage multiple projects at varying stages of completion.

Responsibilities

• Understand the claims flow process – Water Mitigation, Reconstruction, Contents, and other Environmental work.
• Manage data entry for each claim from First Notice of Loss through job completion in the CRM system.
• Daily review of compliance tasks to ensure all job tasks are completed on time.
• Monitor and update jobs in the operating system, ensuring efficient flow through the claims process, requirements, and cycle times.
• Upload photos and documents with appropriate descriptions and titles in real time; follow up to obtain missing data from homeowners, insurance, or mortgage information.
• Create and/or assist with job estimates; review final estimates to ensure completeness per company standards.
• Manage customer service issues and complaints, documenting actions and resolutions.
• Maintain understanding of all company cycle times and SLAs required for each job and phase.
• Conduct client‑care calls, providing frequent (often daily) communication with customers and, when needed, adjusters.
• Enter daily notes in all jobs, contact relevant participants, and escalate to the department manager as required.
• May be responsible for creating job estimates or assisting the Estimator/Project Manager with final estimates.

Requirements

• High school diploma/GED required; Bachelor’s degree or applicable experience with Dash/mitigate and Xactanalysis 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, Excel) required.
• Strong personal time‑management and organizational skills.
• Strong verbal and written communication skills.
• Dependable and adaptable in a fast‑paced work environment.
• Ability to manage highly confidential information.
• 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

• May need to move up to 20 pounds occasionally (lifting, carrying, pushing, pulling, or repositioning objects).
• Sitting for long periods while using office equipment such as computers and phones.
• Repetitive motions of wrists, hands, and fingers while typing, picking, and pinching.
• Requirement for close visual acuity to perform detail‑oriented activities (e.g., data analysis, screen work, extensive reading).
• Exposure to various indoor conditions, including environments with or without air conditioning or heating.
• Potential short‑term travel.

Compensation

$20.00 – $25.00 per hour

Disclaimer

The statements above describe the general nature and level of work performed by associates in this classification and are not an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside their normal responsibilities as needed. The Company reserves the right to modify this description in the future, with or without notice. This job description does not create an employment contract; employment remains at‑will. Responsibilities may be modified to reasonably accommodate individuals with disabilities.