Amber Williams
Manassas,VA
Summary
Enthusiastic Senior Claim Adjuster with 15 years expertise in claim handling, settlement preparation, claims processing and conflict resolution. Personable professional accustomed to handling sensitive, confidential information and investigating complex liability claims. Committed to contributing to company success with an ability to handle multiple projects simultaneously with a high degree of accuracy. Eager to pursue a new opportunity, and ready to help achieve and exceed company goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Outside Property Claim Adjuster
Travelers Insurance
12.2023 - Current
- Provide quality claim handling throughout claim life cycle (customer contacts, coverage, investigation, negotiation and resolution)
- Complete field inspections for 1st party property claims including accurate scope of damages, photographs, written/computer assisted estimates
- ISO claim input and reporting
- Advanced experience with Xactimate
- Comprehensive knowledge of insurance policies and regulations, leading to accurate decision-making on claim eligibility
- Active 7020 DHS - All Lines - Adjuster License (Florida)
- Negotiate with multiple constituents: contractors, vendors and public adjusters
- Adjust necessary reserves and finalize claim settlements
- Provide excellent customer service to meet needs of insured and all internal/external customers and business partners
- Maintain claim files with professional notes, claim summary, detailed analysis, and specific action plan with target dates
Senior Payment Recovery Examiner
GEICO
03.2017 - 12.2023
- Manage files by negotiating, pursuing, and recovering payments from government entities and insurance carriers via litigation and subrogation
- $3.7 million in subrogation recoveries for 2023
- Obtain and prepare supporting documentation from involved parties, defend GEICO by composing liability arguments, assist staff and fee counsel attorneys as their main point of contact.
- Hand selected to lead Arbitration team, expediting preparation of companywide backlog; reducing backlog 35% YTD
- Update parties on claim status and redirect disbursements from all direct recoveries to claim files, insureds, attorney, and/or vendors
- Assist newly hired associates in learning about department procedures, performance strategies and customer service techniques
- Respond to telephone and email requests for information from customers, attorneys and other involved parties
Senior Performance Monitoring Analyst
GEICO
03.2015 - 03.2017
- Develop training material to support corporate and regional initiatives.
- Train new and tenured representatives while assessing needs/areas of improvement for claims department.
- Make adjustments to training material to improve information retention and application of material.
- Monitor recorded and live phone calls taken by claims representatives assessing their strengths, weaknesses, and coaching opportunities.
- Complete weekly summary reports of monitoring results, observations, and trends from training sessions
- Interim acting supervisor based on call center and staffing needs.
- Create personalized training plans for associates to address areas in need of improvement.
- Increased associates' productivity and merit raise eligibility.
- Bring positive attitude and tenured experience to improve learning environment.
Claims Service Representative
GEICO
09.2009 - 01.2015
- Investigate, evaluate, and negotiate personal auto claims
- Review policy coverage, determine liability, and settle claims in a timely manner
- Manage 50+ in-bound customer calls per day
- Communicate effectively with policyholders, witnesses, and other relevant parties
- Provide exceptional customer service and support to policyholders throughout the claims process
- Resolve service problems by clarifying customer's concerns, determining cause of problem, then finding best solution
- Keep detailed records of customer interactions, customer accounts and all necessary documents
- Support team members by sharing expertise and knowledge, fostering collaboration within the department
Education
Liberal Arts
Metropolitan Community College
Omaha, NEBusiness Administration
Germanna Community College
Locust Dale, VASkills
- Training and Coaching
- Damage Assessment
- Negotiations
- Arbitration/Subrogation
- Liability Investigations
- Property Adjusting
- Conflict Resolution
- Administrative Services
- Litigation Preparation
- Evidence Tracking
- Critical Thinking Proficiency
- Correspondence Tracking
- Docket Management
- Microsoft Office, Lexis Nexis, ISO, Workday, Guidewire, Salesforce, CCC One, Xactware, Verisk
Certification
- 7020 Non-Resident Designated Home State (DHS) - All Lines - Adjuster License
- Certified Claims Adjuster (CCA), Florida P&C
Timeline
Outside Property Claim Adjuster
Travelers Insurance
12.2023 - Current
Senior Payment Recovery Examiner
GEICO
03.2017 - 12.2023
Senior Performance Monitoring Analyst
GEICO
03.2015 - 03.2017
Claims Service Representative
GEICO
09.2009 - 01.2015
Liberal Arts
Metropolitan Community College
Business Administration
Germanna Community College