Claims Team Manager Resume Example Company Name

CLAIMS TEAM MANAGER

Professional Summary

Seeking a position as a Complex Claims Resolution Specialist in the Liberty Lake Casualty Claims Department. Successfully graduated from The Partnership Inc. Associates Leadership Development Program in Boston, MA - Class of 2015. I have been a No Fault Claims Team Manager since November 2014. Communication Experience in interacting and communicating with customers, agents and business partners over the phone, in person and virtually. Successfully passed speech and interpersonal communication courses in college. Have participated in communication workshops and training sessions within the Managing at Liberty program. Customer Service Started my Safeco/Liberty career as a Customer Care Professional (CSR) and, after several months, began to train new employees on the role. Experienced in the NICE Call Review system and how to coach employees accordingly. Negotiation Thorough knowledge and experience with negligence concepts and liability offset techniques. Experienced in settling litigated and non-litigated bodily injury claims. Finance Trained in technical writing, financial and risk analysis, and operations and strategic management. Highly-motivated professional with acumen in business and workplace coordination as Claim Team Manager. Highly familiar with [Type] claims and skilled in conflict resolution. Offering [Number] years of customer service experience and excellent leadership skills.

Skills

Streamline
Arbitration
BI
CA
Continuous Improvement
Customer Satisfaction
Customer Service
Fast
Home Office
Insurance
Leadership
Leadership Development
Letters
Litigation
MA
Medical Management
Meetings
Mentor
Office
Organizing
Performance management
PL
Policies
Presenting
Express

Reporting
Researching
Selling
Strategy
Strategic
Trainer
Employee development
Underwriting
Workflow
Decision-making
Investigation oversight
Staff training
Project management abilities
Business acumen
Documentation abilities
Regulatory compliance
Reporting skills
Training development aptitude
Strong interpersonal skills
Natural leader
Active listening skills
People-oriented
Goal-oriented
MS Office Suite
Team building expertise

Work History

Claims Team Manager, 11/2014 to Current
Company Name – City, State

(position is being eliminated eff 3-13-20).
License: Accredited Claims Adjuster expires 2021.
Currently manage a team of 6 Medical Management Claims Specialists.
Member of LEAAP (Leading & Empowering Asian American Professionals) Employee Resource Group.
Lead and helped create the Claims Strategy for Safeco No Fault (Med Mgt & Fast Path), which required weekly meetings with upper management, strategic partners from Home Office and a select group of ICs from Sept '18 to March '19.
I am the Liberty Lake IME Vendor liaison, which entails organizing Vendor office visits and meet/greets with the adjusters, compiling IME data/metrics to determine any trends/opportunities as well as addressing escalations.
Planned and organized the Casualty Job Fair in which I partnered with Casualty leadership to raise awareness about the Casualty career path for Liberty Lake No Fault employees - Fall '18.
Created and lead the rollout of the Liberty Lake MM CS Work Plans to ensure actionable, resolution-focused and timebound claims handling (A.R.T.).
Lead the creation of the Liberty Lake No Fault Nesting/Onboarding Program for both PL and Safeco Fast Path.
Created the Liberty Lake Mentor Guide and Program for both PL and Safeco Fast Path.
Multi-time recipient of TM of the Qtr Award for Liberty Lake NF.
Successfully graduated from The Partnership Inc.
Associates Leadership Development Program in Boston, MA - Class of 2015.
Resolve complaints, problems, and coverage questions which have been escalated through the team.
Responsible for all management related duties including performance management/evaluations, establishment of objectives, and participate in the selection of new hires.
Provide ongoing training and employee development to team members and ensure all receive communication of corporate/department policies and procedures.

Bodily Injury Specialist I & II, 02/2012 to 11/2014
Company Name – City, State

Adjust, evaluate and negotiate 1st and 3rd party moderate injury claims involving litigation.
Investigate liability and determine coverage for auto claims involving moderate level injuries.
Top 10% performer nationwide - 2013.
2x BI Adjuster of the Quarter - 3rd Qtr 2013 and 2nd Qtr 2014.
As a grade 12 litigation handler, I specialized in Oregon 1st and 3rd party Litigation (arbitration, MSCs, etc.).
I was the Department Career Claims Academy Mentor/Trainer to new hires in BI.
Presented a training seminar titled "Metal Matters" for the entire NWR BI team in January 2014.
(Seattle, Portland and Liberty Lake offices).
Member of the NWR BI Employee Opinion Survey (EOS) Team.
Lead huddle board meetings revealing individual/team results and trends.
Facilitate Process Walks during my CTM's absence.
Was part of a select group of BI adjusters from across the country to that participated in a LET (Liability Evaluation Tool) Expert session workshop in Indianapolis - October 2014.
Assisted peers with liability offsets via the adjuster reporting liability to me and me reporting back to them.
Member of the NWR Rental team.
I was the rental SME for Team Hanson (Liberty Lake BI Team).
I was an agent liaison which entails me handling general claim and/or coverage questions from my assigned agencies as well as any customer service escalations.
Successfully implemented 2 Continuous Improvement ideas involving the "BI Initial Analysis" report and a Claimant Carrier PIP subrogation response letter that all BI specialists use.
Successfully completed AIC 33.
Was a Certified Automobile Subrogation Arbitrator (CASA).

Sr. Inside CR/Auto Claims Specialist, 03/2009 to 01/2012
Company Name – City, State

Handled CA Express, LNI and Inside Specialist claims in RCS and OCAS, all awhile handling LNI and Specialists claims in CVO.
As the only CA RCS handler, all my insureds had an out of state policy, and therefore, I have vast experience with interpreting policy language in multiple states and with most LMAC companies.
Assisted and backed-up CTM with liability reporting, escalation handling and file reviews.
Wrote compliance letters and training emails such as the California Child Car Seat Letter and CA LNI Liability Tip of the Week.
Had up to 3 adjusters at a time reporting their liability decisions to me and in turn I mentored, trained and assisted them with their liability decisions and investigations.
Recipient of a Silver Bravo Award for presenting a RCS training course.
Recipient of the Customer Service Bronze Award for 3 straight months of 100% Customer Satisfaction results.
Member of the 2010 Safeco Spokane Hoopfest Sub - Committee.
Mentor new hires and tenured claim reps.

License: Insurance Producer, 12/2007 to 03/2009
Company Name – City, State

Coverage counsel customers and agents in all personal lines products (auto, home, specialty, watercraft, etc.).
1st out of 80 Spokane licensed CCPs in cross-selling insurance policies and 4th out of 150 licensed CCPs nationwide (3rd Quarter '08).
Train and mentor new hires (In the training room and on the floor).
Assist in pilot programs to increase efficiency and streamline workflow.
Collaborate with underwriting and claims departments in evaluating and researching information in order to adequately rate risk and determine coverage.

Education

Bachelor's: Business Administration, Finance, 2006
Gonzaga University - City, State

Youth Basketball Coach

I'm in my 3rd year of volunteering as a basketball coach for the YMCA.

Resume Overview

School Attended

Gonzaga University

Job Titles Held:

Claims Team Manager
Bodily Injury Specialist I & II
Sr. Inside CR/Auto Claims Specialist
License: Insurance Producer

Degrees

Bachelor's : Business Administration, Finance , 2006

Claims Team Manager Resume Example

Resume Score: 80%

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