Responsible for explaining coverage and policy to insured and claimants for auto bodily injury, uninsured motorists bodily injury and homeowner bodily injury claims. Secures essential facts about accident while conducting full investigation, negotiates settlements and explains denials to policyholders and claimants for injuries and repairs via verbal and written communication. Identifies potential suspicious claims and refers to SIU as needed. Evaluate claims via attorney demand packet, medical records and bills, extend settlement offers to attorneys and claimants, negotiate claims to reach a fair and reasonable offer in order to pay what we owe, when we owe it. Provides positive customer experience while appropriately handling routine auto, uninsured motorist and homeowner bodily injury and medical payment claims by obtaining information and maintaining accurate records about accidents from customers through telephone and written reports. Assists manager with new hire mentoring and manager back up when he is out of office. Reviews pending claims ensuring adequate reserves are set, updates claim file, executes on outstanding items, and moves files to closure in a timely manner. Ensures payments processed timely as needed or inputs payments within $25,000 authority.

Responsible for monitoring real time line coverage, call work, hold time and schedule adherence to meet service level objectives. Process and approve employee schedule trades and schedule adherence via Blue Pumpkin. Research and analyze previous call trends to determine future call forecast, create reports based on call trends, center and team statistics. Create schedule coordination for various training opportunities. Conducts periodic training sessions advising contact center personnel of traffic management methods and procedures. Assist in manpower planning to ensure proper line coverage.