Position Overview
As an employee of ServiceMaster Restore, an insurance restoration contractor, you will work closely with the office staff and Project Managers by supporting and assisting in areas of administration and communication by meeting or exceeding key performance indicators (KPIs).
As the hub of all claims, the Administrator/ Coordinator is responsible for ensuring the complete flow of the claims process from the time the assignment is received to the final invoicing and closing of the file. They follow up to ensure metrics and time lines are adhered to via constant open communication with project managers, office management and insurance company management. They create, organize and maintain paper and electronic files as per office standards utilizing appropriate software. Emphasis is on working in a team environment focused on meeting required Cycle Times and a multitude of insurance Service Level Agreements. The position will be responsible to follow up daily with the OPS team to ensure that all required documentation, estimates and procedures are followed according to required program guidelines. Some administrative tasks such as answering telephone enquiries, filing and minute taking are to be included in the role.
A successful Administrator/Coordinator will possess tenacity and flexibility and thrive in a fast-paced environment. A coordinator who is detail oriented and able to focus with many projects in varying degrees of completion will be most successful in this position.
Job Responsibilities
· Monitor incoming centralized email queue (client portal) including providing a response and distribution to appropriate team member.
· Set up and keep organized paper, electronic job files as per company standards
· Type/transcribe and upload/send required job file documents as needed
· Entering Purchase Orders, and Invoicing will require some basic accounting knowledge.
· Understanding of the claims flow process – Water Mitigation, Reconstruction, Contents, and other Environmental work is beneficial
· 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
· Monitor and update jobs in required operating system making sure the job flows efficiently through the claims process requirements and cycle times
· Creates and or assists with job assignment creation in Xactimate and Encircle, reviews final estimate to ensure estimate is complete per company standards
· Understanding of all company cycle times and SLAs required for each job and phase
· Client Care Calls – Able to empathize with clients/customers who have experienced loss of personal property
· Able to work in constantly changing environment and prioritize tasks
· Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required
Job Requirements
· High school diploma/GED required
· College/ University Diploma in Administration or Business or applicable experience preferred, work experience will be considered an asset
· Exceptional Customer Service skills
· Experience with Microsoft© Office application (Word, Outlook, PowerPoint, Excel and Adobe) required
· Experience with Sage 100 (accounting) and Restore 365 (industry specific) will be considered a strong asset
· Knowledge of the insurance industry and related software such as XA, Xactimate, Encircle will be considered a strong asset
· 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
· Experience with customer interaction and conflict resolution
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Perform typical office administrative activities.
Job Type: Full-time
Work Location: In person
