The role
Neon Link places experienced claims coordinators with US water, fire and mold restoration companies that get paid for most of their work through homeowners' insurance claims. You'll open the job, build the claim file from the field team's photos, moisture readings, drying logs and signed paperwork, check the Xactimate estimate or invoice against the field scope before it goes out, and then work the carrier and adjuster for approvals, supplements, depreciation release and payment until the file is closed and collected. You'll also schedule crews and inspections and keep homeowners informed while their house is torn open, working in Xactimate, Encircle, DASH, Matterport, the carrier and TPA portals and the client's CRM.
It matters because a file that sits is a job that doesn't get paid, and a homeowner who can't reach anyone becomes a review the client never lives down.
Every placement handles homeowners' personal details, policy and claim information, payment records and photos from inside their homes, under the client's confidentiality rules and the carrier program terms they've signed, so we look for people who are careful by habit, not only when someone is watching. Storm season and winter pipe bursts turn the volume up fast, so people do well here when they're organized, catch what an estimate is missing, follow up until the check clears, and stay steady with someone having the worst month of their year. Day to day you'll take direction from the client's office manager or owner, as part of their team alongside their estimators and field crews, with Neon Link behind you.
Before your first live file you're trained on the client's job management system, documentation standards, carrier and program rules and escalation path.
What you'll do
- Open new jobs from the first notice of loss: capture the claim number, carrier, adjuster, deductible, date and cause of loss, and get the work authorization signed before work starts, along with a direction to pay when the client uses one
- Build and audit the claim file in Encircle, DASH or the client's platform: photos, moisture maps, daily drying logs and equipment counts, contents inventories and pack-out lists, scope sheets, change orders and certificates of completion, so every line billed has documentation behind it
- Write mitigation invoices in Xactimate from the field scope, and check every estimate against the scope, sketch and photos before it goes out, catching missing line items, short quantities, the wrong water category or class, and missed code upgrades or overhead and profit
- Prepare or support supplement requests and revision responses: compare the carrier's estimate with the client's side by side, and write the F9 notes and pull the photos that back up every ask for the estimator or owner to approve
- Submit estimates, invoices and documents through XactAnalysis, the carrier or TPA portal or by email, and log each submission with the date, the recipient and what's still outstanding
- Follow up with desk, field and independent adjusters on approvals, reinspections, supplements, depreciation release and payment status, by phone and email during US business hours, and log every touch with a name, date and next step
- Track deductibles, ACV and RCV payments, recoverable depreciation, mortgage company endorsements on two-party checks, private pay balances and aging receivables, and tell the owner what is stuck and why
- Schedule inspections, mitigation techs, rebuild crews and trades, and confirm with the homeowner the day before
- Call homeowners with plain language updates on drying, approvals and rebuild dates, and escalate anything that smells like a complaint before it becomes one
- Keep the CRM current so job status, next action and owner are true at a glance, and send the office manager a short end of shift note on what moved, what's waiting on a carrier and what's waiting on the client
- Every open claim carries a recent, documented carrier or homeowner touch, on the follow-up cadence the client sets
- Files complete before they're submitted, photos, logs, scope and signed paperwork included, so carriers have nothing to send back
- Supplements and revision responses out promptly, and judged by approvals and payments collected, not files touched
- No receivable aging past the client's targets without a documented reason and a next step, even when the volume spikes
What you bring
- 2 or more years supporting US property insurance claims for a water, fire or mold restoration company, including estimates or invoices, adjuster follow-up and payment tracking; claims-side work at a US property carrier, TPA or independent adjusting firm, or storm roofing supplements with adjuster follow-up, also counts
- Auto, health or life claims alone don't count for this role, and neither does construction admin or estimating with no insurance claims in it
- Hands-on with Xactimate: you can read a carrier estimate, revise one and build a mitigation invoice from a field scope sheet with F9 notes; Symbility, or CCC for the carriers that use it, is a plus
- Experience with at least one restoration documentation or job management platform, such as Encircle, DASH, Albi, JobNimbus or Luxor, and with photo and scan tools like CompanyCam and Matterport; strong with Google Workspace or Microsoft Office, including an aging report in Excel or Sheets
- Working knowledge of how a US homeowners claim moves: coverage and deductibles, ACV and RCV, recoverable depreciation, overhead and profit, supplements and reinspections, mortgage company checks, and the IICRC basics behind mitigation, such as water categories and classes, drying logs and mold clearance testing
- Comfortable on the phone with adjusters, field crews and homeowners, and able to push a follow-up without getting sharp
- Careful with homeowner and claim information: you keep every file in the client's systems, you don't save photos or documents to personal devices or share them outside the claim, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
- Clear spoken English for calls with US adjusters and homeowners, and clear written English for adjuster emails, supplement notes and file notes a US owner can forward without editing
- Able to work US business hours, a night shift that starts between 8pm and 1am Philippine time depending on the client's US time zone and the time of year, with paid overtime during storm season and after major weather events
- Education: any bachelor's degree preferred, not required; relevant claims or restoration experience matters more
- Xactimate Level 2 or Level 3 certification, or experience writing full mitigation and rebuild estimates on your own
- IICRC coursework such as WRT, ASD or AMRT, or field time in water, fire or mold mitigation
- TPA program jobs and their portal rules, or MICA for moisture mapping and drying documentation
- QuickBooks invoicing, and accounts receivable or collections experience on insurance and private pay balances
- US residential building codes, or fire and smoke cleaning scopes
Work setup
- Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus two monitors, a webcam and a noise canceling headset
- Fiber internet of at least 25 Mbps with a mobile data or second provider backup
- A UPS or generator so a brownout doesn't end your shift
- A quiet, private workspace where homeowner and claim information can't be seen or overheard
- Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in the Philippines, no night commute.
- How much does it pay?
- PHP 60,000 to 80,000 a month (about PHP 357 to 476 an hour). About USD 955 to 1,270 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).
- What are the working hours?
- Monday to Friday, US business hours (night shift in the Philippines), weekends off; storm season and major weather events can mean paid overtime; exact shift set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.