Energetic and enthusiastic insurance professional motivated to succeed in a fast-paced and deadline-driven professional environment. Comprehensive knowledge of Subrogation with special knowledge of property damage and exceptional customer service skills.
Highlights
Claims file management processes
Strong interpersonal and communication skills
Analytical
Team player
Extensive Property Damage knowledge
Exceptional negotiation skills
Decisive
Energetic and positive attitude
Experience
Subrogation Specialist, 08/2004 to Current Dean Health – Portage, WI,
Contacts claimant carriers to bring resolution to files in all 50 states.
Discusses liability with claimant carriers and negotiates final settlements.
Settles damage disputes with at-fault carriers where they accept liability but feel Progressive has overpaid.
Works with attorneys, internal and/or external customers, and businesses to resolve claims.
Handles all incoming fax, mail, and email relating to claims in inventory.
Evaluates files for final course of action based on facts of loss, contact information and the balance of the claim.
Collects back deductibles and out of pocket expenses from at-fault carriers.
Takes inbound calls from Progressive customers for status updates.
Sets realistic expectations for customers regarding collections.
Explains subrogation process.
Answers questions from field partners regarding subrogation status and handling.
Certified Arbitration Panelist
Volunteered for Arbitration Panel of Three
Experience in online Arbitration Filings
Volunteered for CAT duty in 2004.
Licensed Casualty Adjuster in the State of Connecticut.
Handling of complex Massachusetts files which may involve
Chosen for E-Subro Hub Pilot program.
Volunteered for “Subro Estimate” group assistance
Assisted with an inventory project.
Assisted with rental calculator project.
NSU tour
Uninsured Subrogation Collector, 03/2004 to 08/2004 Progressive Casualty Insurance Company – City, STATE,
Takes inbound calls from and makes outbound calls to at-fault, uninsured parties to make recoveries
Negotiates payment plans with at-fault, uninsured parties and follows up on delinquent payments
Works on predictive dialer
Documents claims accordingly and completes proper Subro screens in PACMAN
Processes payments via credit card & electronic funds transfer over the phone
Explains and resolves liability and damages disputes with at-fault, uninsured parties
Reviews claims to ensure correct features are open and correct amount is listed for collection
Reviews claims for potential exposures and sends to a Supervisor to review
Follows up on diary for delinquent payments on claims
Makes necessary contacts in order to re-establish payments; make recoveries
Identifies issues with incorrect drafts and escalates to Supervisor for corrections
Works supplement diary when claim balance increases
Locates adverse parties via skip trace systems and makes decisions on what information to use from results
Sends out proper documentation for Electronic Funds Transfers
Takes inbound calls from parties insured with Progressive for status updates on deductibles and out-of-pocket expenses
Sets realistic expectations for customers regarding collections
Effectively explains subrogation process
CLRU Representative/Mentor, 04/2002 to 03/2004 Progressive Casualty Insurance Company – City, STATE,
Coordinated and educated customers on available MOI/MOR options, rental and tow.
Preserved customer choice and conveys proper follow up expectations.
Handled customer calls with limited assistance.
Neutralized an often highly emotional, negative and/or stressful situation by providing a positive customer experience.
Maintained compliance with multiple state guidelines.
Handled existing and Service Center pick-up claim calls per guidelines.
Answered basic questions about claims status, including collecting additional information needed to move the claim forward.
Directed customer to the proper office or claim rep for additional information.
Scheduled appointments for vehicle pick-up on service center repairs.
Coached a team of 5 to 7 representatives on service and quality.
Coached and assisted in monitoring new hire classes for the first 6-8 weeks in the role.
Coached peers who needed assistance in meeting their objectives.
Education
High School Diploma: , Expected in 2000 Alexander High School - Albany, OH GPA:
: Marketing, Expected in Ohio University - Athens, OH GPA:
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