Anna Borden
San Antonio
Summary
Professional with focus on achieving impactful results in litigation field. Known for successfully managing intricate claims and negotiating settlements that align with organizational goals. Highly collaborative team player with commitment to adapting to evolving demands and maintaining high standards in all tasks. Expertise in case analysis and conflict resolution. Able to learn new tasks quickly and proficient. Represent the establishment with friendly, professional demeanor at all times. Enjoys working in a fast paced environment while leading a team to success.
Overview
23
23
years of professional experience
Work History
Litigation Adjuster
Fred Loya Insurance
San Antonio, TX
02.2024 - Current
- Engaging in mediations, trials, and settlement conferences to resolve claims within authorized limits.
- Decreased litigation costs by implementing effective pre-litigation strategies and negotiating favorable settlements.
- Provide extraordinary customer service to all parties involved in the claims process
- Handle attorney represented cases Evaluate and negotiate fair and equitable settlements directly with attorneys in a professional manner, Unrepresented claimants will be handled as needed
- Deeply investigating coverage issues, liability, and damages, sometimes handling complex or disputed claims
- Manage multiple cases with proper reserving and document every step of activity for each claim
- Adhere to all regulatory and casualty claims practices and procedures followed by the company
- Reviewing complex files, including police reports and medical records, to determine the maximum compensation exposure.
- Collaborated with legal teams to develop strategies for effective case resolution.
- Ensuring defense counsel adheres to company litigation guidelines, monitoring legal expenses, and updating reserves
Desk Review Manager
Fred Loya Insurance
San Antonio, TX
08.2023 - 02.2024
- Defines structure for assigned appraiser groups and territories
- Maintains responsibility for HR processes such as hiring, performance management, termination, employee relations, employee data changes, vacation approval, etc.
- Analyzes data and assists in creating strategic initiatives to positively affect performance
- Prioritizes opportunities; creates and executes appropriate action plans for assigned appraiser groups and territories (monthly PDQA, team reviews, and team diagnostics)
- Ride along with field personnel to ensure proper field practices are being completed
- Coaches and develops individual Claim Supervisors and Managers through various activities (PDQA, team reviews, team diagnostics, coaching summaries, performance evaluations)
- Maintains accountability for standards QA targets being met; provides coaching and feedback as required
- Intervenes in claims handling with complexity escalates beyond expertise of appraiser and RPDS/APD Manager
- Reviews and authorizes claims over the limits of APD Managers
- Trains external vendors on Fred Loya procedures and standards
- Profiles and enlists vendors to support our APD initiatives
- Identifies and assesses vendor performance, provides coaching and feedback and addresses any performance issues
- Ensures external vendors compliance with any contractual obligations they enter into with Fred Loya Insurance
- Supports and maintains positive vendor relationships with body shops, rental providers, etc.
- Identifies and corrects issues prior to them impacting our several levels
- Responds to and resolves any and all elevated customer concerns, complaints, and or issues for APD department and re-directs to next level of management as appropriate
Manager Claims Operations
Allcat Claims
San Antonio, TX
08.2022 - 08.2023
- Identify and assess auto damage and inform clients about necessary repairs.
- Communicate with policy holders, claimants, and all necessary parties.
- Calculate total loss settlements, extend total loss offers, and handle valuation disputes.
- Knowledge of insurance laws and contracts in various states.
- Review new claim files to make sure coverage has been confirmed and liability has been assessed.
- Document all activities, issue settlement payments, and close claims.
- Lead floor adjuster with duty to assist and train my peers on systems and claim handling.
- Make approval or denial decisions for each claim by reviewing evidence, estimates, and photographs and then determining if the written estimate is supported/justified.
- Follow jurisdictional requirements and fair claims practices by insuring files are properly documented at closing.
- Gain the knowledge needed to maintain up to date guidelines and workflows to train CSR staff.
License Sales Representative
Allstate Insurance
Schertz, TX
06.2017 - 08.2022
- Interview prospective clients to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage.
- Call on policyholders to deliver and explain policy, to analyze insurance programs and suggest additions or changes, or to change beneficiaries.
- Seek out new clients and develop clientele by networking to find new customers and generate lists of prospective clients.
- Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.
- Inspect property, examining its general condition, type of construction, age, and other characteristics, to decide if it is a good insurance risk.
- Develop marketing strategies to compete with other individuals or companies who sell insurance.
- Contact underwriter and submit forms to obtain binder coverage.
- Monitor insurance claims to ensure they are settled equitably for both the client and the insurer.
- Attend meetings, seminars and programs to learn about new products and services, learn new skills, and receive technical assistance in developing new accounts.
Office Manager
State Farm Insurance
San Antonio, TX
10.2012 - 06.2017
- Resolve customer complaints regarding sales and service.
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service.
- Formulate, direct and coordinate marketing activities and policies to promote products and services, working with my team to advance our sales.
- Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures.
- Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.
Assistant Manager
Valero
San Antonio, TX
06.2003 - 10.2012
- Prepare manuals and train workers in use of new forms, reports, procedures or equipment, according to organizational policy.
- Issue receipts, refunds, credits, or change due to customers.
- Count money and audit money drawers.
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
- Inventory stock and reorder when inventory drops to a specified level.
- Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.
Education
Adjuster -
Texas Department of Insurance (TDI)
Austin, TX08.2022
Life, Health, and Accident General lines - Insurance
Texas Department of Insurance (TDI)
Austin, TX05.2017
Property and Casualty General Lines - Insurance
Texas Department of Insurance (TDI)
Austin, TX05.2012
Skills
- Administration and Management
- Xactimate
- AIS
- CCC portal
- Legal aid
- Critical Thinking
- Sales and Marketing
- Bilingual (Spanish)
- Complex Problem Solving
- Experience with testing/learning new system
- Ability to be flexible, work well under stress, and learn new task quickly
- Guidewire
- ALR
- Claims investigation
- Case evaluation
- Motivation and initiative
- Critical evaluation
- Settlement strategies
- Exceptional versatility and adaptability-control to manage multiple task in a pressured environment
Languages
Spanish
Timeline
Litigation Adjuster
Fred Loya Insurance
02.2024 - Current
Desk Review Manager
Fred Loya Insurance
08.2023 - 02.2024
Manager Claims Operations
Allcat Claims
08.2022 - 08.2023
License Sales Representative
Allstate Insurance
06.2017 - 08.2022
Office Manager
State Farm Insurance
10.2012 - 06.2017
Assistant Manager
Valero
06.2003 - 10.2012
Life, Health, and Accident General lines - Insurance
Texas Department of Insurance (TDI)
Property and Casualty General Lines - Insurance
Texas Department of Insurance (TDI)
Adjuster -
Texas Department of Insurance (TDI)