File Manager

Job Description: File Manager

Reports To: General Manager / Operations Manager

Position: Full-Time

Position Summary

The File Manager is responsible for overseeing restoration projects from initial customer intake through mitigation, demolition, and reconstruction, ensuring a seamless and well-coordinated customer experience from start to finish. This position serves as the primary point of contact for the customer throughout the entire project lifecycle, coordinating communication between customers, insurance companies, demolition technicians, rebuild project managers, and internal departments.

The File Manager is responsible for initiating customer communication, submitting scopes of work to insurance carriers, following up on mitigation approvals, coordinating demolition scheduling once approved, maintaining consistent customer follow-up, and facilitating the transition into reconstruction. A critical component of this role is clearly communicating the restoration process to customers, setting expectations, and ensuring each division is informed and prepared for the next phase of the project.

The ideal candidate is highly organized, proactive, customer-focused, and capable of managing multiple active files while maintaining accurate documentation and consistent follow-through.

Essential Duties and Responsibilities

File Management and Project Coordination

• Manage assigned restoration files from initial intake through completion of mitigation, demolition, and reconstruction.
• Monitor the progress of each file to ensure timely movement through all phases of the restoration process.
• Coordinate communication and handoffs between mitigation, demolition, and reconstruction teams to maintain continuity throughout the project.
• Identify outstanding tasks, approvals, documentation, and scheduling needs, and follow up proactively to prevent unnecessary delays.
• Maintain accurate and up-to-date file documentation, customer communications, approvals, scopes of work, and project status updates within the company's designated systems.
• Communicate project updates, outstanding items, and potential delays to the appropriate internal team members.
• Ensure all parties understand their responsibilities, timelines, and next steps throughout the project lifecycle.

Customer Intake and Communication

• Initiate contact with homeowners (HO) following assignment of a new file to introduce the company, establish communication, and explain the next steps.
• Clearly outline the restoration process to customers, including mitigation, insurance approvals, demolition, and reconstruction.
• Set appropriate expectations regarding the sequence of work, scheduling, customer responsibilities, and anticipated next steps.
• Serve as the primary point of contact for customers throughout the entire project, providing consistent communication and timely responses to questions or concerns.
• Conduct regular follow-ups with customers to provide status updates, communicate scheduling changes, and ensure they understand the progress of their project.
• Coordinate communication between customers and the appropriate field personnel, including demolition technicians and reconstruction project managers.
• Address customer concerns promptly and professionally, escalating issues to management when necessary.
• Maintain a professional, customer-focused approach that supports customer satisfaction and confidence throughout the restoration process.

Insurance Coordination and Mitigation Approvals

• Submit scopes of work and required supporting documentation to insurance carriers for review and approval.
• Follow up consistently with insurance adjusters and carrier representatives regarding outstanding mitigation approvals, scope reviews, and documentation requests.
• Track the status of insurance submissions and approvals to identify and address delays.
• Communicate approval status and any outstanding requirements to the appropriate internal teams and customers.
• Coordinate with mitigation personnel and other internal departments to obtain necessary information or documentation required by insurance carriers.
• Ensure demolition scheduling proceeds only after the required insurance approval and applicable internal authorization have been obtained.
• Maintain organized records of insurance correspondence, submitted scopes, approvals, and other relevant file documentation.

Demolition Scheduling and Coordination

• Coordinate demolition scheduling once the required insurance approval and internal authorization have been received.
• Communicate with customers and demolition technicians to establish appropriate scheduling and confirm job readiness.
• Ensure demolition teams receive relevant file information, scope details, access instructions, and scheduling updates.
• Confirm scheduling details with customers and communicate any changes or delays to all affected parties.
• Follow up with the appropriate field personnel to monitor progress and confirm when the file is ready to advance to the next phase.
• Facilitate communication between demolition crews, mitigation personnel, and reconstruction project managers to support a smooth transition between divisions.

Reconstruction Coordination and Handoff

• Coordinate the transition from mitigation and demolition into the reconstruction phase.
• Maintain communication with the customer regarding the anticipated start of reconstruction and any outstanding items that may affect scheduling.
• Coordinate with the assigned Reconstruction Project Manager to facilitate scheduling of the rebuild start.
• Ensure the Reconstruction Project Manager receives the necessary file information, customer details, project status, and relevant documentation to support a successful transition.
• Communicate the reconstruction timeline and next steps to the customer, including who will be managing the reconstruction work.
• Follow up with internal teams and customers to help ensure reconstruction scheduling progresses without avoidable delays.
• Maintain continuity of communication during the handoff so customers are not left uncertain about project status or responsible contacts.

Internal Communication and Team Collaboration

• Act as the central communication point between customers and internal field teams throughout the restoration process.
• Maintain consistent communication with demolition technicians, Reconstruction Project Managers, mitigation personnel, and other applicable team members.
• Provide field crews with relevant customer information, job updates, access details, scheduling confirmations, and other information necessary to perform their work.
• Ensure field teams communicate scheduling changes, project delays, and other developments that may affect the customer or subsequent phases of work.
• Coordinate with management when a file encounters approval issues, scheduling conflicts, customer complaints, or other obstacles requiring additional support.
• Participate in internal discussions regarding file status, workflow efficiency, customer service, and opportunities to improve coordination between divisions.

Documentation and Accountability

• Keep all assigned files organized, complete, and current within the company's designated CRM or file management system.
• Document customer calls, emails, insurance follow-ups, approvals, scheduling activities, and significant project updates.
• Monitor outstanding action items and ensure appropriate follow-up until resolved.
• Maintain visibility into the status of each assigned file, including pending insurance approvals, demolition scheduling, and reconstruction start dates.
• Follow established company procedures, documentation standards, communication expectations, and file management practices.
• Protect confidential customer, insurance, and company information in accordance with company policies.

Required Qualifications

• Previous experience in restoration, construction, project coordination, insurance claims, customer service, or a related field preferred.
• Strong organizational skills and the ability to manage multiple files and competing priorities simultaneously.
• Excellent verbal and written communication skills.
• Strong customer service and relationship management abilities.
• Ability to communicate professionally with homeowners, insurance adjusters, field technicians, project managers, and management.
• Strong follow-up skills and the ability to proactively identify outstanding tasks and prevent project delays.
• Proficiency with computers, email, Microsoft Office, and CRM or project management systems.
• Ability to maintain accurate documentation and manage time effectively in a deadline-driven environment.
• Ability to work independently while collaborating effectively with multiple departments.

Key Competencies

• End-to-End File Ownership: Takes responsibility for keeping each assigned file moving from intake through the transition into and coordination of reconstruction.
• Customer Communication: Clearly explains the restoration process, establishes expectations, and maintains consistent contact with customers.
• Proactive Follow-Up: Actively tracks approvals, outstanding documentation, scheduling requirements, and customer needs without waiting for reminders.
• Cross-Department Coordination: Facilitates effective communication and collaboration between mitigation, demolition, and reconstruction.
• Organization and Attention to Detail: Maintains accurate records and ensures important details are communicated to the appropriate parties.
• Problem-Solving: Identifies obstacles, addresses issues promptly, and escalates matters when necessary.
• Accountability: Demonstrates ownership of assigned files and follows through on commitments and outstanding action items.

Performance Expectations

Success in this position will be evaluated based on the employee's ability to:

• Maintain consistent and timely communication with customers throughout the project lifecycle.
• Ensure assigned files are actively managed, accurately documented, and progressing through the appropriate stages.
• Submit scopes of work and follow up on insurance approvals in a timely and consistent manner.
• Coordinate demolition scheduling promptly once the required approvals are obtained.
• Facilitate efficient transitions between mitigation, demolition, and reconstruction.
• Coordinate reconstruction start scheduling and keep customers informed of anticipated timelines.
• Minimize avoidable project delays resulting from missed follow-ups, incomplete communication, or inadequate coordination.
• Maintain positive customer relationships and provide a professional, organized customer experience

General Responsibilities

• Perform other duties as assigned by management.
• Adhere to all company policies, procedures, safety requirements, and professional conduct standards.
• Maintain confidentiality of customer information and company records.
• Support the company's commitment to quality service, operational efficiency, and customer satisfaction.