- Manage end-to-end case ownership, from receiving new cases to invoicing and closure.
- Verify case details, policy coverage, and eligibility criteria for new requests.
- Allocate and coordinate jobs among restoration technicians to optimize productivity.
- Review and audit technician reports, challenging inconsistencies to ensure accuracy.
- Act as the primary escalation point for complex or high-value cases.
- Communicate status updates and scope of work to insurers, loss adjusters, and customers.
- Maintain precise records across multiple digital platforms including CRM and insurer portals.
- Track SLA performance and identify operational bottlenecks to improve processes.
- Perform quality control checks on case files and invoices to prevent errors.
- Mentor and train newer team members.
Project ManagementData entryCRM