Interpret policy language and evaluate coverage for automobile losses. Investigate and evaluate facts from a variety of sources to establish legal liability. Determine the extent of damage and amount owed for a variety of complex claim situations. Apply policies, procedures, laws, statutes and insurance regulations when making decisions. Communicate decisions and provide a thorough explanation with supporting facts to customers. Maintain a high level of customer service, integrity and compassion in all interactions. Make timely decisions and strive towards claim resolution in a team based environment. Follow standardized claim processes to ensure quality and consistent claim handling. Recognize potential fraud indicators where specialized investigation is needed for claim resolution. Identify areas to increase effectiveness of claim handling and minimize work duplication.

Managed specialized claim inventory in a file stewardship environment. Investigated, analyzed and gathered information while investigating complex and diverse claims. Completed cost versus benefit evaluations of hiring independent cause and origin experts. Recognized and pursued subrogation and restitution from legally responsible parties. Increased customer understanding and built customer confidence throughout the settlement process. Researched, evaluated and negotiated total loss settlements in accordance with state laws and regulations. Explained claim processes, set appropriate expectations and educated customers about their options. Utilized electronic resources and worked with law enforcement agencies to locate recovered vehicles. Identified potential fraud indicators where additional investigation or specialized handling is needed. Mentored less experienced Claim Representatives and provided coaching to Claims Processors.

Assisted Claim Representatives in maintaining claim inventories within service level objectives. Followed established procedures to appropriately review, handle and settle routine claims. Reviewed and confirmed appropriate application of state titling laws for branding salvage. Collaborated with internal partners and external vendors to secure releases and issue payments. Organized, processed and assessed a large volume of claim documents to facilitate settlement processes. Finalized claim handling and closed assignments upon completion of salvage disposition.