• Responsible for providing excellent customer service and file auditing services to ensure contractor estimating procedures are in accordance with approved industry standards and local, customary pricing guidelines • Efficiently manages reconstruction portion of claims loss for insurance carrier and expedite closure of files • This involves regular communication and active file management throughout the reconstruction process • Responsible for board up, tarp assignments, contents, fire mitigation, repairs of 50K or more • Evaluates extent of reconstruction needed and discusses the reconstruction process with the insured • Review loss and coverage information and determine if the loss will be within policy limits • Verifies status of file with Insurance Carrier (e.g. within coverage limits) • Works in a partnership with assigned contractor, discussing job scope with estimator/project manager and updates file with appropriate notes • Expert ability to audit the invoice for appropriate scope and negotiates price as necessary • Communicates with customer to recommend reserve amount based on exposure, advice of subrogation potential, possible fraud or unusual underwriting risk • Works with Public Adjusters and Attorneys to complete the file • Interprets, analyzes and assists with clarity for customer inquiries which may vary in nature • Provides prompt and efficient responses and resolutions to each inquiry in a courteous and professional manner, regardless of how the inquiry is received • Applies and follows all customer service, restoration, and Company policies and procedures, including but not limited to script adherence • Provides product technical information required to respond to customer inquiries by phone, mail, and/or email • Enters data and other relevant information into claims database or other business applications, as required completely and accurately • Understands and ensures that quality standards are met • Suggests process improvements, when applicable • Assists all departments in a courteous and professional manner to reach business goals and objectives • Participates in individual and team training and meetings to ensure accurate information is relayed to customers/clients and individual performance is maximized • Performs follow-up in accordance with documented and/or stated guidelines • Works with and maintains professional relationships with Insurance Clients, Insureds, co-workers, and contractor personnel to ensure callers are receiving proper service • Adheres to assigned work schedule • Exhibits a professional image and behavior • Is available to work flexible hours, including nights, weekends, and overtime when required • Meets or exceeds benchmarked metrics designed to measure productivity and/or quality • Evaluates claim circumstances and determines a means of resolution for all parties concerned in accordance with business guidelines • Performs other duties as assigned