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Overview

The 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 Construction

Department:            OSP Construction  

Job Status:              Non-Exempt

Responsibilities:

Claims Management

• 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 any other designated system of record, coordinating with Legal as needed to preserve supporting records, support risk assessment, and confirm escalation requirements
• Ensure all claims are documented, updated, and closed in alignment with defined timelines and processes
• Maintain a complete claim file for each matter, including intake details, photos, investigation notes, contractor responses, communications, invoices, releases, insurance information, and final resolution

Investigation and Analysis

• Review Site Tracker and Vetro to validate construction activity, timing, and contractor involvement
• Confirm whether work was performed in the impacted area during the reported timeframe
• Review pre-construction and post-construction photos where available
• Analyze documentation, field reports, and construction records to assess responsibility and support recommended action
• Partner with Construction Managers, Inspectors, and field teams to gather supporting information
• Coordinate with the field team member closest to the facts before recommending final resolution or recovery action

Stakeholder Communication and Coordination

• Interface directly with municipalities, customers, residents, utility providers, and contractors regarding claims
• Provide timely updates and responses to inquiries in a professional, relationship-focused manner
• Coordinate with general contractors to request documentation, responses, and dispute resolution
• Maintain strong working relationships with external stakeholders to support community trust

Claims Determination and Resolution

• Evaluate responsibility based on available documentation and recommend resolution, escalation, or recovery action in accordance with defined escalation protocols
• Document findings with clear supporting evidence and rationale
• Ensure timely resolution and closure of all claims
• Escalate complex, high-risk, disputed, high-dollar, municipal, media-sensitive, litigation-related, or insurance coverage matters to Legal and leadership in accordance with defined escalation protocols

Financial Coordination and Recovery

• Partner with Legal, Finance, and Accounting to support recovery of damages
• Coordinate with Legal, insurance carriers, brokers, and contractor insurers on claims, tenders, subrogation, settlement documentation, and recovery efforts
• Track potential retainage deductions and coordinate approved deductions in alignment with company policy and process
• Maintain current certificates of insurance for contractors and follow up on expired or missing certificates
• Ensure all documentation required for cost recovery is complete, accurate, and audit-ready

Reporting and Continuous Improvement

• Maintain accurate reporting on claims volume, status, aging, and resolution timelines
• Identify trends or recurring issues and provide recommendations to reduce future damages
• Support development and standardization of damage claims processes and workflows
• Ensure compliance with internal policies, contractual obligations, and municipal requirements

Qualifications

Required

• 3–5+ years of experience in fiber construction, OSP operations, or telecommunications infrastructure
• Strong understanding of fiber construction methods (underground, aerial, restoration practices)
• Experience reviewing construction documentation, field reports, and photo evidence
• Strong working knowledge of contractor workflows and municipal construction environments
• Excellent organizational, analytical, and documentation skills
• Strong communication skills with the ability to manage sensitive external interactions

Preferred

• Experience handling construction damage claims, incident management, or compliance-related roles
• Demonstrated experience working in Site Tracker and Vetro
• Familiarity with construction contracts, liability determination, and dispute management
• Experience with retainage processes and contractor cost recovery workflows
• Experience coordinating insurance claims, subrogation demands, releases, W-9s, settlements, or contractor certificates of insurance
• Background working with municipalities, utilities, or right-of-way regulations

Key Compentencies

• Ownership and Accountability: Takes ownership of claim tracking, documentation, follow-up, and recommended next steps
• Analytical Judgment: Applies sound judgment to evaluate documentation, assess responsibility, and recommend appropriate action
• Attention to Detail: Ensures accuracy and completeness in all documentation and analysis
• Communication: Manages internal and external interactions with professionalism and clarity
• Process Discipline: Adheres to structured workflows, defined escalation protocols, and consistent practices across markets