Do you want to make an Impact in your community in a diverse and inclusive company, working in a dynamic and growing industry, while supporting your personal and professional journey in your career?
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 350 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 First Service 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 Specialist will serve as a member of the Quality Assurance team. The primary responsibility of the Quality Assurance Specialist is to complete estimate and documentation reviews on mitigation (water, mold, fire, tarping, board-up, emergency repairs), contents, large loss fire, time and materials, and reconstruction assignments; with work standards focused on accuracy, speed, and customer service. This position will also assist with support of the department and network during a Catastrophe Event.
Essential Duties/Responsibilities:
Complete accurate and timely estimate and documentation reviews through our main technology platforms; XactAnalysis, Symbility, CMS (NextGear product), and other estimating/claim management platforms
Accuracy of work is measured by internal reinspections
Timeliness of work is measured by automated reporting between documented events
Complete estimate and documentation reviews for mitigation (water, mold, fire, tarping, board-up, emergency repairs), contents, large losses, time and materials, and reconstruction assignments
These reviews include utilization of knowledge of industry standards, carrier guidelines, and estimating best practices to ensure adherence to carrier service level agreements
Communicate directly with franchisees and insurance carriers, to ensure that these requirements are being met
Communication expectations include inbound and outbound phone calls, claim management system notes, email, MS Teams, and other potential applications
Coach franchises on opportunities to improve their estimating and documentation performance
Identify and communicate trends to Team Managers, assisting with escalations to and from Account Managers and Regional Business Consultants
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
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/projects 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
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 contents, fire, 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
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.
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.
Since 1966, Paul Davis has been an industry leader in the areas of property damage mitigation, reconstruction and remodeling. With more than 370 offices in our franchise network, the company serves residential, institutional, and commercial customers and clients across the United States and Canada.
We have built our heritage one project at a time, establishing a reputation for performance, integrity and responsibility among customers and carriers alike. Whether property damage is caused by water, fire, smoke, storms or other disasters, we deliver on our promise to deliver excellence, expertise and a customer experience that is second to none. At Paul Davis, our passion for quality drives everything we do.
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.