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.

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