Senior Administrator

This is a fully remote position, open to applicants in Romania, +5 more countries.

📋 Description

• Receive, review, and register new restoration cases from insurers, loss adjusters, restoration professionals, and individual customers.

• Verify case details, policy coverage, and eligibility criteria.

• Allocate cases to restoration technicians and oversee caseload management.

• Review technician reports, challenge discrepancies, and ensure findings are accurate and timely.

• Escalate complex, disputed, or high-value cases and facilitate their resolution.

• Communicate the scope of work and property requirements to insurers.

• Prepare and submit accurate invoices in line with the scope and contractual terms.

• Follow up on private inquiries and quotes until jobs are booked.

• Schedule and assign restoration jobs to reduce response times and enhance crew productivity.

• Update job statuses, track technician assignments, and maintain the schedule.

• Assist technicians with site issues and resolve problems in real time.

• Coordinate across departments and manage transitions effectively.

• Communicate professionally with insurers, loss adjusters, subcontractors, technicians, and customers.

• Handle challenging conversations and manage inquiries, concerns, and complaints.

• Answer and direct phone calls.

• Maintain accurate records in CRM, project management tools, insurer portals, and field job management systems.

• Monitor SLA performance and identify potential risks.

• Analyze operational data to pinpoint bottlenecks and recurring problems.

• Prepare progress updates, situational reports, and performance summaries.

• Follow and enhance SOPs.

• Conduct quality control checks on case files, technician reports, and invoices.

• Audit closed cases for accuracy and completeness, incorporating findings into SOPs.

• Support and mentor new colleagues.

⛳️ Requirements

• Excellent written and spoken English (C1 or above) — essential.

• At least 3 years of experience in administration, operations, case management, claims handling, or a senior client-facing coordination role.

• Tech-savvy with the ability to rapidly learn new systems.

• Proficient computer skills, confidently using CRM and project management systems (ClickUp or equivalent), Outlook or Gmail, and various digital platforms and communication tools.

• Exceptional attention to detail with a proven track record of identifying errors.

• Strong problem-solving skills and sound judgment under pressure.

• Quick learner who asks insightful questions.

• Highly organized, capable of managing multiple tasks simultaneously, with fast and accurate data entry.

• Ability to stay composed and adapt when priorities change.

• Strong leadership skills and a solid background in operations.

• Experience in mentoring, training, or supervising colleagues (preferred).

• Comfort with operational data in spreadsheets and creating evidence-based cases for change (preferred).

• Experience working in a remote or distributed team (preferred).

• Understanding of SOP compliance and SLA management (preferred).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Flexible working arrangements.

• Supportive team environment focused on collaboration and success.