Technical Review Specialist I

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:

As a member of our Technical Review team, it will be our goal to help develop you into an expert within the property claims industry. You’ll go through rigorous certification courses and a variety of training modules aimed at helping you become an expert in the fields of water mitigation and property restoration. Whether you’re new to the industry or a seasoned vet, we’ll help you acquire the skills and knowledge to turn this position into a rewarding, challenging, and fulfilling career.

Upon completing training, our team’s primary responsibility is reviewing invoices of work completed by contractors to ensure all work that was completed was done according to industry standards. If any deviations are identified, our team will work directly with the contractor to gather additional details to support the work that was completed. If deviations still exist after additional information is provided, our team’s job is to work with the contractor further to identify what the standards could allow and not allow us to reach an agreeable invoice.

The Technical Review Specialist position is the third tier within the unit. Team members that advance to this tier focus on handling fire and contents claims in addition to mold and larger water losses. Team members within this position will also largely be responsible for handling the commercial claims assigned to the team.

General Responsibilities:

• Complete detailed reviews of claims and compare them against industry standards to identify potential deviations
• Discuss and coordinate activities with adjusters and contractors to identify why work may have been completed outside of the industry standards
• Work with contractors to obtain detailed information on claim activities including moisture readings, sketches, photos, and other documentation
• Review potential deviations with contractors to determine what work was completed within the standards and what wasn’t
• Create estimates and sketches within Xactimate to facilitate the claims settlement process
• Use the review findings to have a final discussion with the contractor to reach an agreed settlement amount for the claim
• Provide a written summary of the review based on IICRC standards to submit to the carrier upon completion
• Receive, enter, and manage insured-hired claims including handling follow-up for documentation until claim can be converted to a Technical Review
• Work directly with Supervisors or senior team members to ensure claims are handled properly
• Enter claim details and results into company systems for tracking and reporting purposes
• Adhere to all company and department policies

Minimum Qualifications:

• A high school diploma/GED is required. An associate or bachelor degree is preferable or the equivalent combination of education, training, and work experience.
• Thorough knowledge of the company’s products, services, and business operations to assist in reporting process and resolution to customer inquiries
• Previous call center 24/7/365 experience 
• Ability to work overtime or flex schedules during high volume and CAT Events is required
• Ability to work independently while seeking out support as needed 
• Ability to problem-solving and use critical thinking 
• Must be detailed oriented 
• Ability to handle conflict in a professional and courteous manner
• Strong customer service skills to allow proper interaction with all stakeholders
• Excellent verbal, electronic, and written communication skills  
• Work with peers and all departments for the common goals of the organization
• Reliable in meeting work commitments
• Must be flexible and adapt to most any situation
• Ability to utilize technology devices, software and applications, previous experience with Microsoft Office Suites and basic computer skills required
• Reliable high speed home broadband internet connection with minimum 25 meg download and 10 meg upload speeds and ability to connect to home internet via ethernet cord is required if working remotely

Accuserve’s Human Centric Value Proposition:

Accuserve is built on a foundation of community, fostering valuable connections, and creating an innovative approach to help you navigate the insurance landscape. Built on culture, grounded in compassion.

Accuserve Values:

Communicating and Connecting, Doing the Right Thing, Compassionately Serve, courageously making an Impact and Staying Curious.