What are the responsibilities and job description for the Claims Team Manager position at Paul Davis Restoration, Inc.?
Position Summary
Paul Davis Restoration, Inc. is a national franchise organization that provides property damage emergency services, restoration and reconstruction services for residential and commercial properties due to water, fire, mold, storm and other disasters. The Paul Davis Network is made up of more than 320 franchises across the US and Canada. Since 1966, we have helped more than 2 million property owners restore their properties and lives. Paul Davis Restoration, Inc. is owned by FirstService Corporation, a global leader in the rapidly growing real estate services sector. [More information about Paul Davis can be found at www.PaulDavis.com]. In our business, training of local marketing professionals is critical to the continued success of the Network. This Quality Assurance Team Manager will serve as a member of the Quality Assurance team. The primary responsibility of the Quality Assurance Manager is to lead a team of QA members in performance management, SMART goal creation, and team meetings with collaborations between QA and Business Development and partnering with Operations; all designed to strategically place Paul Davis at the top of each carrier’s score card. Work standards for the Manager and the team are focused on accuracy, speed, and customer service. The QA Team Manager will support the team with claim management escalations and oversight.
Paul Davis Restoration, Inc. is a national franchise organization that provides property damage emergency services, restoration and reconstruction services for residential and commercial properties due to water, fire, mold, storm and other disasters. The Paul Davis Network is made up of more than 320 franchises across the US and Canada. Since 1966, we have helped more than 2 million property owners restore their properties and lives. Paul Davis Restoration, Inc. is owned by FirstService Corporation, a global leader in the rapidly growing real estate services sector. [More information about Paul Davis can be found at www.PaulDavis.com]. In our business, training of local marketing professionals is critical to the continued success of the Network. This Quality Assurance Team Manager will serve as a member of the Quality Assurance team. The primary responsibility of the Quality Assurance Manager is to lead a team of QA members in performance management, SMART goal creation, and team meetings with collaborations between QA and Business Development and partnering with Operations; all designed to strategically place Paul Davis at the top of each carrier’s score card. Work standards for the Manager and the team are focused on accuracy, speed, and customer service. The QA Team Manager will support the team with claim management escalations and oversight.
Essential Duties/Responsibilities
- Recruits, onboards, and trains new QA team members
- Completes monthly meetings with team members for performance coaching and management
- Completes monthly Goal Setting & Review (GS&R) Meetings with team members focusing on continuous improvement
- Supports team members’ growth with creation of SMART Goals and development paths
- Facilitates and conducts team calibration meetings
- Assists direct reports during claim spikes to help with coordination of claims, reviews of mitigation, contents, and reconstruction estimates, and estimating through the FAST Program
- Communicates effectively with direct reports, supervisor, franchisees and insurance carrier partners
- Provides trend analysis of internal performance to supervisor and participates in problem solving sessions to address gaps
- Partners with Account Management and Business Development VPs on specific accounts to review carrier scorecards and creation action plans, where necessary, to improve ranking
- Provides updates to Operations team when escalations are necessary, based on franchise responsiveness and performance
- Creates opportunities for team building through engaging meetings and events, strengthening the cohesiveness of the team and creating the opportunity for a high level of support to the network
- Approves timecards for direct reports
- Approves expense reports for direct reports
- Other projects or duties as assigned
Competency – Knowledge, Skills and Abilities:
- Proficient use of a laptop and operating accessories
- Proficient use of Microsoft Office applications (Outlook, Teams, OneDrive, SharePoint, Forms, PowerPoint Word, Excel)
- Knowledge of the insurance industry, including mitigation, contents, and reconstruction concepts and verbiage
- Assertive, Professional Communication skills - adaptive communication based on the context of the information being conveyed, both verbal and written
- Ability to assertively embrace the Continuous Improvement model and provide feedback necessary to move the business forward
- Proficient use of technology applications, including the creation of new documents
- Ability to independently problem solve, resolve conflict, and manage priorities
- Ability to learn and implement new processes related to our industry and the specific duties and responsibilities required to be successful in this role
- Ability to review and write estimates for water mitigation, mold, fire mitigation, temporary repairs, contents, and reconstruction estimates in a timely manner
- Ability to complete multiple reviews within a given time frame
- Knowledge of estimating platforms; Xactware Products, Symbility, and other estimating software
- Knowledge of estimating principles for the insurance industry
- Ability to learn and operate our primary operating systems
- Ability to successfully pass required industry and company certifications on first attempt
- Ability to answer and communicate with PDRI, Independent franchises and PDO offices via phone and email
- Ability to work office equipment (fax, scanner, printer, phone system, computers)
- Ability to work in our main operating systems
- Ability to work independently
- Ability to pass and maintain a satisfactory background check
- Ability to maintain a level of confidentiality
Required Education and Experience
- High School Diploma or GED
- Bachelor’s Degree or equivalent experience in insurance claims or related field
- 1 plus years’ experience with estimation principles for the insurance industry
- 2 plus years’ experience with contracting and/or field work for a given trade
- 3 plus years’ experience with personnel management or coaching
Preferred Education and Experience
- Experience serving in a customer service role.
- 5 plus years’ experience in the restoration industry regarding water mitigation, mold remediation, lead and asbestos abatement, contents cleaning, contents packing, structure cleaning, and reconstruction.
- 5 plus years’ personnel management or coaching experience
Physical Requirement
- Must be able to stay in a stationary position up to 100% of the time
- The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
- Constantly operates a computer and other office productivity machinery, such as a calculator, fax machine, copy machine, and computer printer.
- Must be able to observe and perceive information on a computer and documents
- Must be able to communicate and converse with customers over the phone
- Occasionally will lift up to 10lbs
- Ability to safely operate a company vehicle
Work Environment
The employee will be working indoors. The employee will be exposed to air conditioning and heat. The employees will be exposed to normal noises throughout the office.
Travel
This position may require up to 10% travel. This position may require travel to franchise locations, trainings, and team meetings.
Reasonable Accommodation for Disability
Any applicant or employee, who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to contact Human Resources to begin the interactive exchange process.
The ADA defines “reasonable accommodation” as a change or adjustment to a job or work environment that allows a qualified individual with a disability to satisfactorily perform the essential functions of a particular job and does not cause an undue hardship for the employer.
Disclaimer
Paul Davis Restoration is an equal opportunity employer. Paul Davis Restoration provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
Salary : $54,000 - $68,000
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