Accuserve Solutions

Incident Response Analyst

• Living the Accuserve values: Communicating and Connecting, Doing the Right Thing, Compassionately Serve, Courageously making an Impact and Staying Curious, the Managed Repair Analyst II is 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 claims.
• This involves regular communication and active claims management throughout the reconstruction process.
• Responsible for board up, tarp assignments, contents, fire mitigation, 50K and under repairs in claims
• 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 claim with Insurance Carrier (e.g. within coverage limits).
• Works in a partnership with assigned contractor, discussing job scope with estimator/project manager and updates claim with appropriate notes.
• Advanced 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 claim.
• Provides clarity and assists with 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 (e.g.: in-bound call, claim alert, email, fax, or electronic data interchange).
• Applies and follows all customer service, restoration claim, 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 (metrics are subject to change as our business needs/model changes) 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.

Managed Repair Analyst II

Communications

• Serve as the first point of contact for insureds reporting a new property loss
• Take inbound/outbound calls to collect claim details, verify information, and initiate next steps
• Clearly explain services, timelines, and set expectations with empathy and clarity
• Match homeowners with our trusted contractor partners to begin restoration
• Document conversations and progress accurately in our claims system
• Maintain high service quality and meet performance benchmarks for call handling, accuracy, and empathy
• Collaborate with team members, contractors, and carriers to resolve issues and support the claims process
• Remain flexible and assist with cross-training, special projects, or overflow as needed during high-volume or catastrophe events
• Uphold Accuserve’s values in all communication and decision-making
• Other duties as assigned

Customer Communication Specialist

Manager

• Grow Accuserve’s network of vendors (contractors) to fulfill work on behalf of its clients
• Become experts on Accuserve service offerings and the value they bring to both clients and contractors
• Understand clients’ service territories and network of contractors within that territory
• Heavy outbound communication, tracking and reporting of contractor signup activity as well as contractor performance
• Periodic travel to visit contractors and to trade shows to represent Accuserve and promote the company and its contractor network
• Monitor network participants’ performance on a daily, weekly and monthly basis
• Report weekly and monthly network performance statistics and recommended changes
• Provide verbal and written feedback to network participants based on performance metrics
• Report on gaps and opportunities and adjustments made on a weekly cyclical basis
• Respond to inquiries regarding assignment activity, procedures, processes
• Utilize performance data to rank and monitor network participants and identify gaps or areas for improvement
• Root-cause problem solve to identify contractor opportunities and develop corrective action plans
• Assist with resolution of disputes that arise between the insured, the insurance company and the contractor; maintaining relationships with all
• Conduct program training and onboarding for contractor vendors as needed
• Maintain up-to-date, expert-level knowledge of Accuserve’s processes, functions, and strategic initiatives
• Maintain tracking of signup activities as well as network adjustments as part of the larger network expansion plan
• Participate in weekly team meetings to strategize how to meet network growth and performance goals
• Update marketing templates periodically for distribution to assist in signup goals and educational campaigns
• Update and maintain network participant account information in company software systems
• Identify strong candidates for the Accuserve network and use email and telephone to enroll qualified contractor candidates into Accuserve’s network
• Daily outbound telephone-based network sign-up campaigns
• Communicate and educate contractor candidates on the Accuserve model and its benefits over the phone, via video calls and in person at site visits and trade shows
• Use strong negotiating and leadership abilities to help drive the Accuserve business model on a daily basis

Managed Repair Analyst II

Customer Communication Specialist

Vendor Manager