Construction Damage Claims Specialist

DescriptionOverview

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

QualificationsQualifications

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