Restoration Claims Specialist

About the Company
CRS is an industry leader with 35+ years of history as a trusted partner to insurance carriers, assisting their policyholders in times of crisis. We coordinate accommodations during time of crisis after a home displacement event until the policyholder returns to their permanent residence. Our Managed Repair Program (MRP) connects carriers, policyholders and contractors, enabling a quality and efficient restoration process for the damaged property.

Job Description
The Restoration Claims Specialist is responsible for the Managed Repair claims process from intake to resolution, ensuring accuracy, compliance, and exceptional customer service. This role ensures that restoration claims are handled efficiently and in alignment with company standards. The position involves extensive coordination with policyholders, general contractors, and adjusters to facilitate smooth and timely claims processing. Local Phoenix candidates are preferred, as this team may be requested to go into the office regularly.

Responsibilities

• Work cross-functionally with policyholders, adjusters, and contractors to manage restoration claims effectively.
• Serve as the primary point of contact, ensuring clear and timely communication.
• Evaluate claims to determine the most appropriate general contractor assignment.
• Receive and review incoming claims for completeness, accuracy, and validation of loss details, including affected areas and supporting documentation.
• Enter and update policyholder and adjuster details in Salesforce, ensuring accurate tracking and status updates.
• Organize and maintain digital claim files, including policyholder agreements, Certificates of Completion (COC), invoices, payment collections and others as required.
• Schedule and coordinate claim milestones, ensuring deadlines and key performance indicators (KPIs) are met.
• Utilize industry portals and systems to identify and assign qualified general contractors based on geographic area and claim specifics.
• Collaborate with the contractor sales team to proactively source and onboard new general contractors when necessary to ensure timely claim resolution.
• Review claim estimates and quotes to ensure they align with customer needs before submission to adjusters.
• Identify and escalate discrepancies or red flag claims to the Department Head.
• Ensure claims data entry and processing adhere to internal standards and compliance regulations.
• Maintain comprehensive logs of all claim-related communications and activities.
• Conduct self-audits to verify data accuracy and proactively correct any discrepancies.
• Update customer contact preferences to align with communication and estimating guidelines.
• Perform other related duties as necessary or assigned.

Requirements

• Strong ability to build rapport and trust with new contacts.
• Exceptional customer service skills.
• Demonstrated verbal and written communication skills.
• Strong work ethic and determination.
• Ability to set, meet, and exceed goals.
• Intermediate skills with Microsoft Office (Excel, Word, Outlook, PowerPoint).
• Ability to manage multiple claims while maintaining meticulous records.
• Problem-solving skills to identify discrepancies and proactively resolve issues.
• Typing speed of 40 WPM preferred.

Education and/or Experience

• High School Diploma or equivalent required.
• College coursework preferred.
• Experience with the construction industry preferred.
• Proficiency in Salesforce and claims management systems preferred.

Salary

• $20 per hour, with an additional opportunity for annual bonus based on company performance.

Location

• Hybrid (Corporate Headquarters - Phoenix, AZ)
• Local Phoenix candidates are preferred, as this team may be requested to go into the office regularly.