Carol Zeneberg
Wyoming,MI
Summary
Energetic and enthusiastic insurance professional motivated to succeed in fast-paced and deadline-driven professional environment. Comprehensive knowledge of claims adjustments with special knowledge in investigative tools and legal practices. Experienced insurance professional with several-year career assessing properties, determining liabilities and negotiating settlements. Detail-oriented, observant and knowledgeable with excellent interpersonal and documentation skills. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
43
43
years of professional experience
1
1
Certification
Work History
Sr. Claim Consultant
Aon Risk Solutions
Grand Rapids, MI
03.2010 - Current
- Collaborated with internal departments such as underwriting and risk management teams to develop best practices for handling claims efficiently.
- Developed strategies for resolving disputes between insureds and third parties in a timely manner.
- Maintained accurate records of all claim activities in a centralized database system.
- Reviewed police reports, medical treatment records, medical bills and physical property damage to determine extent of liability.
- Conducted regular audits of closed files to verify accuracy of data entry into the system.
- Prepared reports summarizing investigations and outlining recommendations for resolution of claims.
- Monitored reports to identify claims issues and worked with adjusters to resolve problems.
- Provided feedback on performance trends related to specific types of claims cases.
- Advised clients on how they can reduce costs associated with future claims incidents.
- Analyzed and interpreted policy provisions to determine coverage and liability.
- Participated in training sessions designed to enhance knowledge of relevant state laws pertaining to insurance policies.
- Assessed claims to ensure accuracy and completeness of documentation.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Monitored changes in legislation that could affect existing policies or procedures related to claims handling processes.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked effectively in team environments to make the workplace more productive.
- Maintained updated knowledge through continuing education and advanced training.
- Updated and maintained databases with current information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked with cross-functional teams to achieve goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Provided guidance to customers regarding their coverage options and procedures for filing a claim.
Regional Vice President
Meadowbrook Insurance Group
Grand Rapids, MI
05.1998 - 03.2010
- Built strong relationships with corporate leadership teams at head office level.
- Identified areas where cost savings could be achieved without compromising quality or service levels.
- Created effective training programs for new employees in the region.
- Identified opportunities for process improvement initiatives across various departments.
- Managed recruitment activities to ensure adequate staffing levels within the region.
- Facilitated communication between team members in different geographic locations.
- Created program to promote new managers from within, leading to cohesive leadership structure.
- Oversaw the development of budgets, forecasts, and business plans for each region.
- Oversaw corrective action plans to remedy structural, organizational and departmental issues.
- Hired, trained, and mentored staff members to maximize productivity.
- Analyzed financial data and prepared comprehensive reports for executive review.
- Ensured compliance with all applicable laws, regulations, policies, procedures.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Maintained updated knowledge through continuing education and advanced training.
Senior Claims Examiner
The ASU Group
Grand Rapids, MI
06.1995 - 05.1998
- Completed required investigations on referred files within established timeframes.
- Explained loss coverage, assisted policyholders with itemizing damages and coordinated alternative living arrangements.
- Communicated with personnel and legal counsel on claims involving litigation.
- Discussed current cases and issues in claim committee meetings.
- Documented claim actions and decisions thoroughly for audit purposes.
- Negotiated settlement terms with claimants within authorized limits.
- Investigated properties, classified damages and created estimates outlining repair costs.
- Analyzed information from claimants, witnesses, and medical professionals to make informed decisions.
- Negotiated settlements with claimants or their representatives in order to reach an equitable resolution.
- Adjusted reserves to maintain consistency with established operational and risk guidelines.
- Prepared summary reports outlining key performance metrics related to claim resolutions.
- Supervised independent adjusters to promote adherence to guidelines.
- Monitored reserves to ensure adequate funds were available for claim settlements.
- Provided excellent customer service, resolving claimant concerns and queries promptly.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Handled and processed variety of claims.
- Evaluated and investigated assigned claims to recommend workflows, alternate decisions and improvements to future claims handling.
- Entered claim transactions, payments, reserves and other documentation.
- Paid and processed claims within designated authority level.
- Assessed property damages using information from appraisals and reports.
- Reviewed and evaluated complex insurance claims to determine coverage, liability, and damages.
Senior Claims Specialist
Citizens Insurance Group
Grand Rapids , MI
01.1991 - 03.1995
- Resolved customer inquiries in a timely manner, while maintaining high levels of customer service.
- Analyzed information gathered by investigations and reported findings and recommendations.
- Reviewed police reports, medical treatment records, medical bills and physical property damage to determine extent of liability.
Senior Claim Representative
Aetna Casualty & Surety Co.
Grand Rapids, MI
05.1982 - 01.1991
- Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote service times.
- Interpreted and applied insurance policy provisions to determine coverage for each claim.
- Evaluated and processed insurance claims according to company policies and industry standards.
- Worked with legal department to handle complicated claims.
Education
Associate of Applied Science - Legal Secretary
Kellogg Community College
Battle Creek, MI05-1982
BBA - Business
Aquinas College
Grand Rapids, MISkills
- Management expertise
- Investigative techniques
- Legal compliance awareness
- Policy interpretation
- Organization Skills
Certification
- State of Michigan Licensed Adjuster
- State of Michigan Licensed Producer
- Attended FDCC Litigation Management Conference
- Certified Authority on Workers' Compensation Designation
Timeline
Sr. Claim Consultant
Aon Risk Solutions
03.2010 - Current
Regional Vice President
Meadowbrook Insurance Group
05.1998 - 03.2010
Senior Claims Examiner
The ASU Group
06.1995 - 05.1998
Senior Claims Specialist
Citizens Insurance Group
01.1991 - 03.1995
Senior Claim Representative
Aetna Casualty & Surety Co.
05.1982 - 01.1991
- State of Michigan Licensed Adjuster
- State of Michigan Licensed Producer
- Attended FDCC Litigation Management Conference
- Certified Authority on Workers' Compensation Designation
Associate of Applied Science - Legal Secretary
Kellogg Community College
BBA - Business
Aquinas College
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