Job Description

Purpose:

Responsible for processing damage claims across all business lines, ensuring efficient resolution while maintaining high standards of customer service and documentation accuracy. This role is essential in facilitating smooth claims resolution and customer satisfaction.

Responsibilities

Key Responsibilities:

• Process incoming damage claims from initial notification through resolution as per the defined process.
• Contact and interact with customers to gather claim information and provide timely updates.
• Coordinate with Supervisor and field personnel for damage verification and assessment.
• Assign the complaint to vendor acquisition coordinator to enable damage repair.
• Maintain accurate documentation of all claim activities and communications for verification, reference and audit.
• Communicate effectively with customers and internal stakeholders to complete the claims workflow.
• Verify repair photographs, evidence, update claims management database with accurate information.
• Coordinate with business partners regarding claim responsibilities.
• Ensure timely processing of all assigned claims.
• Maintain organized records of all claim-related communications.

Key Measures / Key Performance Indicators:

• Claims processing efficiency
• Documentation accuracy
• Customer satisfaction scores
• Response time metrics
• Process compliance rates
• Communication effectiveness
• Database maintenance accuracy
• Resolution timeline adherence
• Claims documentation quality

Requirements

Education: High school diploma required. Associate’s degree preferred. Relevant certifications beneficial.

Experience:

• 1+ years of customer service experience
• Claims processing experience preferred
• Experience with database management

Exposure:

• Knowledge of claims processing procedures
  Understanding of customer service principles

• Experience with claims management systems

• Basic understanding of technical terminology in damage, repair and claims

• Factors critical to success at ITG Communications for this position (not more than 3):

• Customer service orientation and communication skills

• Documentation and attention to detail

• Self-motivated with ability to work independently in remote environment

Physical Requirements

• Mobility for Travel, Meetings and Site Visits
• Manual Dexterity for Computer and Phone Use
• Visual and Hearing Acuity

Additional Comments

ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories. It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.