Client Services Coordinator

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:

Primary clients contact within the Command Center with accountability to ensure that each assigned account achieves their unique objectives, as well as the organizations business objectives. Provides direction to claim management for responses to issues and claim complaints. Decides when to elevate complaints or concerns to a client level vs. a claim issue. This person is responsible for training and guidance of water mitigation and contents claim staff for the proper dispute resolution, is an expert resource. Is the liaison between the Sales and Operations team for: New Account Set Up, Carrier Escalation Resolution, Management of Claim Review, and overall client profitability. Attending and assisting in sales presentations as requested. Works collaboratively with internal and external contacts within and outside organization to achieve tangible results for all aspects of issue resolution. Through the strength of acknowledged judgment and expertise, can influence client’s perspectives, views, and decision-making regarding program level issues and conflict resolution. Specializes in developing and nurturing productive client relationships.

General Responsibilities:

• Grants authority to claim management for contractual and extra contractual payments that may be required to settle a claim or program level dispute or issue

• Negotiates between contractor, insureds, carrier personal and ICM employees to settle an issue in the best interests of the company

• Creates best practices for dispute resolution

• Creates training materials and provides unit or individual mentoring on non-defensive communication

• Assist with meeting and event planning for established and new clients

• Participate with monthly meetings with clients, which may include travel

• Coordinate information flow from client through the organization and back to the client

• Create, develop, and maintain client files and ensure questions are routed to the appropriate team member

• Monitor claim files and reports to ensure adherence to company claim procedures and guidelines

• Review circumstances to make a sound decision on within their authority limit when to pay extra contractual customer and contractor refunds requests

• Make recommendations and enlist the efforts of sales and senior management on issues that may exceed their personal authority

• Collect data to identify root cause of problems which may result in follow through with necessary process changes within organization

• Perform other duties as assigned

Minimum Qualifications:

• Bachelor’s degree in business or 2-3 years related experience highly preferred

• Experience in property restoration, homeowners' insurance, or damage estimate writing required

• Ability to work dynamically and solve critical business needs

• Responsive, prompt and articulate; ability to communicate effectively internally and externally with clients

• Detailed oriented and disciplined in their work approach

• Resourcefulness, self-starting work habits, creativity in problem solving based on information and judgment

• Ability to work with minimum assistance and supervision is required

• Superior leadership and be a role model to other employees in the Command Center

• Excellent customer service and communication and organizational skills

• Ability to work under pressure and meet deadlines

• Direct customer service experience

• Knowledge of account management practices, insurance practices, and water mitigation

• Ability to review assigned carrier claims and identify potential issues to resolve early in the life cycle

• Escalate known issues to the carrier and provide invoice and scope resolution with minimal supervision

• Follow up on Net Promoter Score through contact with insured and recommend changes to management for improvement

• Provide relevant documentation to Team Lead when escalated issues are a result of lack of conformance to standard operation procedures and policies.

• Provide reporting to the carrier as necessary for pilot including rollout of account

• Ability to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills required

Accuserve’s Human Centric Value Proposition:

Accuserve is built on a foundation of community, fostering valuable connections, and creating an innovative approach to help you navigate the insurance landscape.? Built on culture, grounded in compassion

Accuserve Values:

Communicating and Connecting, Doing the Right Thing, Compassionately Serve, courageously making an Impact and Staying Curious.