Asia Robertson
Newport News,VA
Summary
Adept Senior Claims Adjuster with a proven track record at USAA, showcasing exceptional professionalism and integrity alongside Guidewire proficiency. Elevated team performance through strategic leadership and expert negotiation skills, significantly enhancing customer satisfaction and operational efficiency. Demonstrates a strong commitment to advancing claims processes with a keen focus on regulatory compliance and innovative problem-solving.
Overview
7
7
years of professional experience
Work History
Senior Claims Adjuster/Team Lead
USAA
03.2020 - Current
- Enhanced mentee performance by providing personalized guidance and support.
- Provide feedback to peers to increase individual and team performance.
- Reviewing authority requests and coverage correspondence.
- Providing strategic and technical assistance to team members as well as conducting training sessions, when delegated.
- Assisting with the development and implementation of claims processes and processes.
- Investigates to determine coverage, liability, and physical damage including total loss settlements for highly complex auto claims.
- Validates that the information provided and obtained through investigation is true and accurate and follows up on all possible leads.
- Utilizes analytic tools or SIU field intelligence to identify complex and occasionally highly complex claims for investigation and/or for support in the evidence of the fraud and damages.
- Reviews investigations with fraud outcomes to validate whether denial is appropriate
- Analyzes information obtained to establish compliance for regulatory requirements and settlement value.
- Evaluates and negotiates settlement of automobile first and third-party physical damage claims within established settlement authority limits and negotiates any excessive storage charges.
- Resolves claims through proactive problem solving and decision making, within authority guidelines and under moderate supervision, overcoming obstacles, and effectively prioritizing the workload.
- Clearly documents thought process including damage evaluation, investigation, negotiation, and settlement decisions.
- Collaborates and sets expectations with external and internal business partners to facilitate claims resolution.
- Applies proficient knowledge of P&C insurance industry products, services, to include P&C insurance policy contracts, coverages and internal claims handling process and procedures.
- Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours.
- Works various types of claims, including ones of higher complexity, and may be assigned additional work outside normal duties as needed.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Core Auto Claims Adjuster
USAA
03.2018 - 03.2020
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Documented all findings in concise reports.
- Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
- Utilized strong negotiation skills to settle disputed liability cases in a fair and reasonable manner, ultimately minimizing company exposure to financial risk.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
Education
Master of Science - Industrial And Organizational Psychology
Southern New Hampshire University
Manchester, NH04-2021
Master of Science - Psychology
Old Dominion Universty
Norfolk, VA05-2017
Skills
- Effective communication
- Professionalism and integrity
- Team leadership qualities
- Microsoft Office Proficiency
- Guidewire Proficiency
- SIU
- Total Loss
- Copart, IAA, CCC, Conversant, Agero and ISO Proficient
License and Certifications
- Florida All Lines Adjuster
- New Mexico Staff Adjuster
Timeline
Senior Claims Adjuster/Team Lead
USAA
03.2020 - Current
Core Auto Claims Adjuster
USAA
03.2018 - 03.2020
Master of Science - Industrial And Organizational Psychology
Southern New Hampshire University
Master of Science - Psychology
Old Dominion Universty