Full-Service Reviewer

Join Our National Team as a Full-Service Reviewer!

Are you looking to leverage your expertise to grow a role that offers varied and challenging work? Our company, a leading parent organization that owns and operates 300+ franchise locations across North America, seeks a Full-Service Reviewer.

In this role, you will serve as a member of the Claims Force Team (formerly known as Quality Assurance). The primary responsibility of the Full-Service Reviewer is to complete estimate and documentation reviews on direct program assignments for Service Level Compliance to carrier partner guidelines, estimating platform best practices, and based on industry standards, with work standards focused on accuracy, speed, and customer service. This position leverages previous industry experience to deliver exceptional results. This position will assist with support of the department and network during a catastrophe event.

Position : Full-Service Reviewer

Reports to : Review Team Manager

Location : Hybrid

Essential Duties / Responsibilities

Complete accurate and timely estimate and documentation reviews through our main technology platforms; XactAnalysis & Xactimate, Claims Connect & Mobile Claims, Validate, CMS, Mitigate, and other estimating / claim management platforms and software.

Accuracy of work is measured by estimate reinspections

Timeliness of work is measured by automated reporting between documented events

This position focuses on estimate, documentation, and commentary reviews for specific job types that include but are not limited to water, mold, fire, tarping, board-up, biohazard, abatement, other emergency services, contents, and reconstruction, and large losses of all job types.

These reviews include utilization of knowledge of industry standards, carrier guidelines, and estimating best practices to ensure adherence to carrier service level agreements

This position elevates the individual based on skill and expertise, to allow full flexibility to review multiple / all of the job types referenced; serving as a flex reviewer to support the daily demands of estimate uploads.

Communicate directly with franchisees and insurance carriers, to ensure that these requirements are being met.

Communication expectations include inbound and outbound phone calls, validate, CMS, claim management system notes, email, MS Teams, and other potential software / communication applications

Coach franchises on opportunities to improve their estimating and documentation performance

Identify and communicate trends to Team Managers, Account Managers, Regional Business Coaches, and other organizational stakeholders.

Provide assistance to franchises on estimating requirements and claim expectations, based on carrier guidelines; and support technical claim inquiries across the estimating / claim management platforms.

Provide support to the Team Manager and other leaders in the onboarding process of new team members and those in new positions, acting as a key support role in organizational and departmental success.

The support provided to the franchise network and carrier partners provides an opportunity for Paul Davis to obtain more jobs through improved scorecard performance.

Other 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)

Subject matter expert-level knowledge and performance excellence within the insurance industry, including but not limited to mitigation, contents, and reconstruction concepts, operational practices, and verbiage

Ability to move through reviews of varying job types, estimate severity, and complexity

Assertive, professional communication skills - adaptive communication based on the context of the information being conveyed, both verbal and written

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 estimates, documentation, and commentary promptly with the focus on estimating accuracy

Ability to complete multiple reviews within a given time frame

Knowledge of estimating platforms; Verisk, CoreLogic, 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

Ability to follow our Paul Davis Values, Vision, Mission, and 10 Serving Basics

Required Education and Experience

High school diploma or GED

Bachelor's degree or equivalent experience in insurance claims or related field

One plus years experience with industry estimating / estimate review.

Two plus years experience with contracting and / or fieldwork for a given trade

Preferred Education and Experience

Experience serving in a customer service role.

One plus years' experience with industry estimating / estimate review.

5 plus years' experience in the restoration industry regarding water mitigation / mold remediation, abatement, contents, fire structure cleaning, and reconstruction.

Physical Requirement

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit, climb, or balance, stoop, or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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 remotely in their home office and will be exposed to normal conditions of air conditioning and heat. Most work will be conducted over email, video conferencing, and telephone. Employee must have access to a stable internet connection when working out of the office. Employee must use provided VPN technology to securely connect remotely. The successful person must be productive with minimal supervision.

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.

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.