Manage and control a portfolio of auto claims utilizing policy documentation, investigative and negotiation skills to conduct and resolve liability determinations for a variety of auto accidents while providing stellar customer service to policy holders and third party customers. • Receive and review six to ten new claims daily by making contact with all involved parties within twenty four hours• Confirm and verify policy coverage based on loss details • Take recorded statements to evaluate during investigation process• Respond to multiple intakes channels (Emails, Voice Mails, Activity Logs and Internal Partners)• Work with and coordinate with third party vendors, repair shops and estimators to set up appraisal and confirm vehicle damages• Confirm and update multiple data points after first notice of loss (Name, Addresses, Emails, Telephone Numbers, vehicle descriptions, accident details, etc.)• Order Police Reports• Research and locate unknown parties involved in accident loss when information is not obtained or provided at accident scene

Collaborated on Tax, Insurance (Flood) and Escrow team to manage and lead department projects. Engaged with vendors to review and align business operations and procedures. Researched and resolved escalated Quality Assurance (QA) events to prevent regulatory violations and track team member key performance indicators (KPI’s).• Implemented remediation solutions for third-party insurance vendors across several internal business partners impacted by insurance regulations such as new loan boarding and default loan workout solutions.• Tested control reporting required to adhere to Office of the Comptroller of the Currency exam recommendations, improving the report to ensure consistent execution and eliminate exception gaps.• Proactively communicated with internal and external customers to provide detailed artifacts such as insurance policies, and flood zone determination; department reporting as needed.• Engaged regularly with vendors to review and align business operations and procedures.• Provided subject matter expertise (SME) for flood insurance process requirements for internal and external auditors inclusive of vendor procedures.• Reviewed and managed customers’ accounts to ensure adequate Flood Insurance was maintained.• Provided complex business process requirements to implement preventative and detective operational control reporting.• Administered peer reviews of completed tasks and reports.• Communicated issues identified through testing and analysis to vendor and senior management, including vendor operational risks.• Facilitated task queue tracking and Departmental Report Tracking.• Conducted procedural and systems training for both new and experienced team members including insurance vendors systems.• Researched and resolved escalated QA events to prevent regulatory violations. • Maintained historical data of Quality Assurance on inner department.