CRDN – Administration Manager

Position Summary & Key Responsibilities

Reports To: Director of Operations
Department: Administration / Operations

Position Overview

The Administration Manager is responsible for overseeing the daily administrative functions of CRDN while providing direct support to the Director of Operations in managing workflow, claim files, customer communications, billing, and accounts receivable.

This position serves as a central point of coordination between Project Managers, homeowners, contractors, insurance adjusters, and internal departments to ensure claims are managed efficiently, documentation is accurate and complete, and communication is consistent throughout the restoration process.

The Administration Manager plays a critical role in maintaining operational accountability, supporting compliance with company and insurance program service-level agreements (SLAs), facilitating timely billing and collections, and ensuring that administrative processes support the company's operational and financial objectives.

The ideal candidate is highly organized, detail-oriented, proactive, and capable of managing multiple priorities while supporting a fast-paced restoration operation.

Key Responsibilities

1. Operations & Administrative Support

• Support the Director of Operations with daily coordination, reporting, and follow-up.
• Oversee administrative staff, workflows, and departmental responsibilities.
• Monitor outstanding tasks, deadlines, and operational requirements.
• Identify and proactively address administrative issues and delays.

2. Claim & File Management

• Oversee claim administration from initial assignment through final billing and closure.
• Ensure accurate and complete documentation in RestoreNet, XactAnalysis, and Jobtread.
• Monitor claim milestones, outstanding documentation, approvals, and program requirements.
• Coordinate with Project Managers to maintain accurate and current job files.

3. Communication & Customer Service

• Coordinate consistent, proactive communication between Project Managers, homeowners, contractors, and adjusters.
• Provide updates on inspections, estimates, approvals, scheduling, project progress, and billing.
• Track required follow-ups and ensure communications are properly documented.
• Address routine customer concerns and escalate significant issues as needed.

4. Billing & Accounts Receivable

• Oversee accurate and timely invoicing and supporting documentation.
• Coordinate with Project Managers to ensure all billable services are captured.
• Monitor accounts receivable, outstanding invoices, and collection activities.
• Resolve routine billing discrepancies and escalate delinquent accounts.
• Provide regular billing and AR reports to management.

5. SLA Compliance & Accountability

• Monitor company and insurance program service-level requirements.
• Track communication deadlines, claim milestones, and administrative deliverables.
• Follow up with responsible team members to ensure timely completion.
• Identify potential compliance issues and report them to the Director of Operations.

6. Reporting & Process Improvement

• Maintain regular reporting on active claims, outstanding tasks, billing, AR, and SLA performance.
• Identify administrative inefficiencies and recommend improvements.
• Establish consistent procedures that support accountability and operational growth.

Position Expectations

The Administration Manager is expected to demonstrate strong organization, proactive communication, attention to detail, independent problem-solving, and accountability.

The position manages administrative functions and coordinates with Project Managers but does not replace their responsibility for estimating, field operations, project execution, or technical decisions.

Overall Objective

Establish a proactive, organized, and accountable administrative department that supports Project Managers, improves customer communication, maintains accurate claim files, expedites billing and collections, and reduces the daily administrative burden on the Director of Operations.

Success will be measured by improved claim documentation, timely communication, SLA compliance, administrative efficiency, billing turnaround, and accounts receivable performance.