Dispatcher / Administrative Support

Summary

The successful candidate will thrive in a fast-paced environment, work independently, and make informed decisions while maintaining effective communication with remote team members.

Responsibilities

• Serves as first point of contact for clients and maintains an excellent customer service mindset. Solves issues if feasible. Escalates issues as necessary.
• Develops and maintains relationships with field staff including but not limited to:
• Participates in CAT deployments and shifts adjuster coverage as needed.
• Talks to the adjusters. Celebrates their triumphs. Understands when they’re struggling and finds the correct resources to provide additional guidance.
• Maintains availability lists, including adjusters who are temporarily ineligible for claims and the vacation calendar.
• Alerts management staff to claims requiring additional oversight and / or forward direction.
• Maintains and distributes various company-wide documentation as directed.
• Handles incoming claim assignments, email communications to the claims email box, and main phone line.
• Captures and enters new claims into the Claims Management System (FileTrac).
• Maintains and updates records through the Claims Management System (FileTrac) as assigned.
• Assigns claim files to field adjusters as appropriate.
• Maintains the Claim Management System, including adjuster qualifications and licensing and client guidelines as directed.

Requirements & Qualifications

• Experience in a claim environment, specifically with Independent Adjusting.
• Experience in both carrier and independent adjusting roles is preferred.
• Experience working with a remote workforce.
• Experience with FileTrac, Salesforce, Xactimate, and Xactanalysis is desired.
• Competency with Excel.
• Experience working with an independent contract workforce.
• Demonstrated effective verbal and written communication ability.
• Effective customer service, organization, influence, critical thinking, conflict management, and teamwork skills.
• Demonstrated self-motivation with the ability to plan, organize, and complete tasks independently without close supervision.