Service-oriented manager who delivers high quality customer service by accurately assessing client needs and recommending the most useful policies and products. Excellent investigation and attention to detail skills.
Types [Number] WPM
05/2014 to Current
Claims Service MangerUnited Services Automobile Association (USAA) – San Antonio, TX
11/2005 to 10/2008
Associate Claims AdjusterUnited Services Automobile Association (USAA) – San Antonio, TX
04/2012 to 05/2014
Casualty Auto Adjuster IIUnited Services Automobile Associate (USAA) – San Antonio, TX
Investigates, evaluates, negotiates and adjusts moderately complex auto claims presented by or against our insured to confirm coverage, Determine legal liability and equitably settle/defend in compliance with all state regulatory requirements.
Works under limited supervision to Perform work assignments and problem resolution.
Recognizes life events, understands member's needs and provides advice in order to Deliver appropriate solutions to members.
Accomplishments Provides AUTO/CASUALTY claims service via internal channels (phone/email/fax/mail/other electronic channels) to members and third-party customers.
Adjusts moderately complex auto claims.
Severity of claims includes soft tissue losses involving neck injury, back injury, and PIP/Med Pay.
Acquires and applies intermediate knowledge of P&C insurance industry products, services, and processes to include P&C insurance policy contracts and coverages, and USAA claim handling process and procedures.
Collaborates with team members to resolve issues and to identify appropriate issues for escalation.
Partners and/or directs vendors and internal business partners to facilitate claims resolution.
Contributes to business goals, performance metrics and effectively uses tools & technology.
Supports workload surges and/or Catastrophe Operations as needed to include working significant overtime during designated CATs.
Auto AdjusterProgressive Catastrophe Team – Tampa, FL.
Investigate, adjust and settle, complex auto, mobile home, boat, and motorcycle claims Maintained diary management for field inspections Completed inspection appointments within the CAT database Triaged damage for proper handling Schedule tow appointments and salvage appointments for customers Issued payments for proper closing Set up hard files for proper documentation and storing.
Investigate, adjust, and pay claims in a call center environment.
Consistently provide and demonstrate superior customer service.
Handle and process calls in a detailed and accurate manner.
Complete coverage investigations to ensure proper coverage and limits applied Interpret policy information to provide coverage for glass damage Take recorded statements Adjust and determine liability Negotiate with glass shops and vendors in order to obtain a fair and reasonable price.
04/2001 to 10/2008
Associate Claims Adjuster-Settle LossUnited Services Automobile Association (USAA) – San Antonio, TX
12/2004 to 05/2005
Immediate Response Unit RepresentativeUnited Services Automobile Association (USAA) – San Antonio, TX
Master of Science: Criminal Justice Sul Ross State University - Alpine, TX
BA: Criminal Justice Sociology Our Lady of the Lake University -
Criminal Justice Sociology
Minor in Sociology
Eagle Pass High School - Courses include: Criminal Law, Criminal Investigations, Theories of Criminal Justice, Corrections,
Crimes against Children and Adults, Tort and Liabiity
Bachelor of Arts: Criminal Justice Our Lady of the Lake University - San Antonio, TX
Internship: Medical Death Investigations Bexar County Medical Examiners Office - San Antonio, TX Assisted the on-duty Bexar County Medical Investigator with the collection of information pertaining to scene investigations, interview of witnesses, physicians, police officers and relatives Scene photographs and intake photographs for morgue check-in or out Evidence collection from scene investigations Log and count medications Office duties that include faxing medical records, police reports, answering telephones and delivering reports to the Medical Examiner.United Services Automobile Association Auto Claim Adjuster II- 1st Party Injury.
Student Associate Member of the Association of Certified Fraud Examiners.
TX Casualty and Property License
C, call center, closing, contracts, CPT coding, Criminal Justice, customer service, database, documentation, email, fax, faxing, insurance, ISO, Law, Legal, Lexis Nexis, Medical billing, Access, Excel, mail, Office, outlook express, PowerPoint, Works, police, problem resolution, processes, fluent in Spanish, supervision, telephones, phone
"John's outstanding client focus has led our USA Bank branch to outperform others and surpass annual profit goals." - Henry Adams, Financial Manager, USA Bank