Eric Cole Email & Phone Number

Kansas City, MO, US

Overland Park, Kansas, United States

• Strategic Initiatives, Governance and Administration
• Created governance plans and process flows to minimize operational and compliance risks in the administration of claim systems.
• Conducted audits of vendor contract records to ensure completeness of legal agreements and provided action items to vendor contract managers to ensure compliance with internal risk management controls.
• Established record retention, tracking and reporting process for claim system user role and authority changes- enhancing accountability and assisting with Internal Control over Financial Reporting (ICFR) efforts.
• Managed claim system defects backlog, coordinating with leadership and Agile teams for defects tracking system build, prioritization scale and ongoing administration. Led weekly defects review call that included line.
• Planned, built and implemented quality tracking applications and reporting (Onspring), including business requirements, system design, build, user acceptance testing and implementation.

Olathe KS, Grand Rapids, MI

• Led claims teams in personal lines auto, homeowners and commercial insurance.
• Managed the disposition of Property and Casualty claims by teams of adjusters, including ongoing case reviews, consistent claim handling quality audits, feedback, and performance coaching.
• Collaborated with internal stakeholders, including Underwriting, Products, Marketing, Agency Sales, Legal, and Senior Claims Leadership to ensure corrective action was taken on improperly bound, or fraudulently.
• Reviewed disputed claims between insurance carriers and issued binding arbitration claims for Arbitration Forums, Inc.
• Resolved customer escalations and state Departments of Insurance complaints.
• Created specialty team focused on settlement of liability claims for non-automotive damages, including SWOT analysis, team expectations, workload planning, and talent recruitment. Coordinated with training to develop.

Olathe, Kansas, United States

• Investigated and resolved coverage questions for customers’ homeowners policy claims to support theProperty claims groups.
• Specialized in coverage analysis and coverage dispute resolution for auto, commercial auto, homeowners, townhouse/condo, and renters insurance policies.

Overland Park, Kansas, United States

• Handled local and Catastrophe Homeowners claims, including cause & origin verification, coverage analysis, damage evaluation, and claim settlement.
• Provided after-hours support for emergency claims.
• Answered agent coverage scenario questions.
• Mentored newly hired Claims Representatives.
• Led Claims Representative salary grade certification and Xactimate training classes.

Olathe, Kansas, United States

• Developed and delivered training material and curriculums for existing and newly hired Claims Representatives.
• Created and edited salary grade certification exams.
• Administered insurance certification and continuing education exams.

Olathe, Kansas, United States

• Conducted closed claim audits for compliance with best practices and state regulatory compliance for seven business units, including: Auto Casualty, Auto Coverage, Non-Auto Liability, Property, Glass, Tow and the.
• Led individual and team coaching meetings focused on opportunities for improvement and recognition of strengths and accomplishments.
• Reviewed audit data for trends and reported findings to the claims leadership team.

Olathe, Kansas, United States

Investigated and resolved homeowners and auto liability claims.

Kansas City, Missouri, United States

• Provided on-demand help-desk support for Point of Sale (POS) systems.
• Tested software updates for the POS system.
• Maintained computer hardware depot, including maintenance, testing and repair of equipment.
• Edited Communication and instructional documents.
• Trained store associates on software and company procedures.

Kansas City, Missouri, United States

Retail store sales and customer service.

Overland Park, Kansas, United States

• Graphic design and copywriting for wholesale and consumer catalogs, including Sears Shop at Home and Bass Pro Automotive.
• Installed and supported digital artist workstations.