Conducted coverage and liability investigations on all assigned claims.
Maintained direct contact with insureds, claimants, agents, witnesses, attorneys, repair facilities and special investigation department.
Effectively managed workload while maintaining focus on claims quality and timely customer service.
Determined subrogation potential and took necessary steps to initiate recovery efforts.
Determined responsibility and negotiated settlements with insureds and/or claimants.
Maintained up to date knowledge of claims settlement procedures, current state regulations, and policy changes.
Reviewed and adjusted estimates provided by repair facilities on the cost of repair or replacement of damaged vehicles.
As a Claims supervisor I supervised a team of claims adjusters, also providing oversight and direction on claims with regard to investigation, evaluation of coverage, payment, and final resolution.
Conducted case reviews and evaluated Claims Representative performance by continuous review of claim statistics, open and closed file evaluations and observation of activities.
Effectively handled and resolved customers complaints.
Coached and provided career development advice to assigned staff.
Developed, analyzed, and prepared reports to submit to management on results and team performance.
Responsible for performing a variety of complex customer service functions, including resolution of billing problems, account activations, technical problems surrounding call completion and handset features.
Responsible for determining an up sell opportunity to introduce products and services.
As a specialist in the assist desk, responsibilities included providing assistance to other specialists, coaching and giving feedback, and taking escalated calls.
Defused volatile customer situations calmly and courteously.
Identified customer's financial needs and provided technical expertise in bank products and promotions.
Complied with bank operations and security procedures by participating in all dual-control functions.
Processed transactions such as deposits, withdrawals, loan payments, transfers and check cashing promptly and accurately while presenting in a courteous and professional manner.
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