Claims Coordinator

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 managing the logistics of dispatching field personnel to jobs while ensuring that the required Cycle Time and insurance Service Level Agreement tasks 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 program guidelines. A successful Coordinator will possess tenacity, thrive in a fast‑paced environment, and possess strong attention to detail while managing multiple projects at varying levels of completion. Job 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 ensures all job tasks are completed on time Monitors and updates jobs in the required operating system, ensuring efficient flow through the claims process and cycle times Uploads photos and other documents appropriately titled and ensures missing required data is obtained from homeowner and insurance/mortgage information Creates and/or assists with job estimates and reviews final estimates to ensure completeness 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 Conducts client care calls to maintain constant, often daily communication with the customer and may communicate with adjuster Ensures daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required May be responsible for creating job estimates or assisting the Estimator/Project Manager with final estimate Job 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 of Xactimate 28 Experience with Microsoft Office applications (Word, Outlook, PowerPoint, 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 Proficiency at using Microsoft Office, Outlook, CRM software Experience with customer interaction and conflict resolution Physical Demands and Working Conditions Move up to 20 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Sit for long periods of time while using office equipment such as computers, phones, etc. Perform repetitive finger and hand motions such as picking, pinching, and typing during normal working environment. Communicate ideas quickly, accurately, and act on detailed information. Maintain close visual acuity to perform detail‑oriented activities at close distances, such as preparing and analyzing data and reading computer screens. Be exposed to various indoor working conditions, including changing building environments with or without air conditioning and heating; travel may be required for short periods of time. #J-18808-Ljbffr ServiceMaster Restore®