Construction Damage Claims Specialist

Surf Internet; Elkhart (IN); On-site; USD 65,000 - 95,000; Full time

Job summary

Surf Internet in Indiana is seeking a Construction Damage Claims Specialist to manage the full lifecycle of construction-related claims from intake to final resolution. You will coordinate activities across markets, track claims in Site Tracker and Vetro, and collaborate with Legal, Construction, Finance, and Accounting to support cost recovery.

This role emphasizes meticulous documentation, timely stakeholder updates, and escalation of complex matters.

Qualifications

• 3–5+ years in fiber construction, OSP operations, or telecom infrastructure.
• Experience reviewing construction docs, field reports, and photos.
• Strong organizational, analytical, and documentation skills.
• Excellent communication for external stakeholders.
• Familiarity with retainage and cost-recovery workflows.

Responsibilities

• Coordinate the full lifecycle of construction-related damage claims from intake through final resolution.
• Serve as the primary point of coordination for claim-related activity across markets.
• Track and manage all claims in Site Tracker, Vetro, the Damage Tracker, and other records.
• Ensure all claims are documented, updated, and closed on defined timelines.
• Review construction data to validate activity and determine responsibility.
• Interface with municipalities, customers, residents, utility providers, and contractors.

Skills

Claims coordination

Documentation

Stakeholder comms

Analytical judgment

Cross-functional teamwork

Tools

Site Tracker

Vetro

Damage Tracker

MS Office

Job description

OverviewThe Construction Damage Claims Specialist is an individual contributor role responsible for coordinating construction-related damage claims from intake through resolution. This position serves as the primary point of accountability for claim intake, investigation, documentation, and recommended resolution involving municipalities, customers, residents, utility providers, and contractors.This role requires a strong operational understanding of fiber construction and hands-on expertise with Site Tracker and Vetro to validate work activity, assess responsibility, and support accurate documentation. The specialist will partner cross-functionally with Legal, Construction, Finance, and Accounting to support cost recovery, including approved retainage deductions, and promote timely, consistent claim resolution.Reports To: Vice President of OSP Engineering and ConstructionDepartment: OSP ConstructionJob Status: Non-ExemptResponsibilities:Claims ManagementCoordinate the full lifecycle of construction-related damage claims from intake through final resolutionServe as the primary point of coordination for claim-related activity across marketsTrack and manage all claims in Site Tracker, Vetro, the Damage Tracker, and any other designated system of record, coordinating with Legal as needed to preserve supporting records, support risk assessment, and confirm escalation requirementsEnsure all claims are documented, updated, and closed in alignment with defined timelines and processesMaintain a complete claim file for each matter, including intake details, photos, investigation notes, contractor responses, communications, invoices, releases, insurance information, and final resolutionInvestigation and AnalysisReview Site Tracker and Vetro to validate construction activity, timing, and contractor involvementConfirm whether work was performed in the impacted area during the reported timeframeReview pre-construction and post-construction photos where availableAnalyze documentation, field reports, and construction records to assess responsibility and support recommended actionPartner with Construction Managers, Inspectors, and field teams to gather supporting informationCoordinate with the field team member closest to the facts before recommending final resolution or recovery actionStakeholder Communication and CoordinationInterface directly with municipalities, customers, residents, utility providers, and contractors regarding claimsProvide timely updates and responses to inquiries in a professional, relationship-focused mannerCoordinate with general contractors to request documentation, responses, and dispute resolutionMaintain strong working relationships with external stakeholders to support community trustClaims Determination and ResolutionEvaluate responsibility based on available documentation and recommend resolution, escalation, or recovery action in accordance with defined escalation protocolsDocument findings with clear supporting evidence and rationaleEnsure timely resolution and closure of all claimsEscalate complex, high-risk, disputed, high-dollar, municipal, media-sensitive, litigation-related, or insurance coverage matters to Legal and leadership in accordance with defined escalation protocolsFinancial Coordination and RecoveryPartner with Legal, Finance, and Accounting to support recovery of damagesCoordinate with Legal, insurance carriers, brokers, and contractor insurers on claims, tenders, subrogation, settlement documentation, and recovery effortsTrack potential retainage deductions and coordinate approved deductions in alignment with company policy and processMaintain current certificates of insurance for contractors and follow up on expired or missing certificatesEnsure all documentation required for cost recovery is complete, accurate, and audit-readyReporting and Continuous ImprovementMaintain accurate reporting on claims volume, status, aging, and resolution timelinesIdentify trends or recurring issues and provide recommendations to reduce future damagesSupport development and standardization of damage claims processes and workflowsEnsure compliance with internal policies, contractual obligations, and municipal requirementsQualificationsRequired3–5+ years of experience in fiber construction, OSP operations, or telecommunications infrastructureStrong understanding of fiber construction methods (underground, aerial, restoration practices)Experience reviewing construction documentation, field reports, and photo evidenceStrong working knowledge of contractor workflows and municipal construction environmentsExcellent organizational, analytical, and documentation skillsStrong communication skills with the ability to manage sensitive external interactionsPreferredExperience handling construction damage claims, incident management, or compliance-related rolesDemonstrated experience working in Site Tracker and VetroFamiliarity with construction contracts, liability determination, and dispute managementExperience with retainage processes and contractor cost recovery workflowsExperience coordinating insurance claims, subrogation demands, releases, W-9s, settlements, or contractor certificates of insuranceBackground working with municipalities, utilities, or right-of-way regulationsKey CompentenciesOwnership and Accountability: Takes ownership of claim tracking, documentation, follow-up, and recommended next stepsAnalytical Judgment: Applies sound judgment to evaluate documentation, assess responsibility, and recommend appropriate actionAttention to Detail: Ensures accuracy and completeness in all documentation and analysisCommunication: Manages internal and external interactions with professionalism and clarityProcess Discipline: Adheres to structured workflows, defined escalation protocols, and consistent practices across markets