Cathy Jackson
Parrish,FL
Summary
Accomplished Claims leader skilled in creating positive work environments and fostering employee success. Exceptional multitasker known for composure and poise. Proficient in leadership development, performance management, coaching, and employee engagement.
Overview
24
24
years of professional experience
Work History
Claims Director
Swyfft
Morristown, NJ
03.2023 - Current
- Developed, implemented, monitored and maintained claims procedures for the department to ensure efficient workflow.
- Coordinated with legal counsels in resolving disputes related to claim payments or denials.
- Provided technical guidance and support to other team members regarding best practices in handling commercial and daily claims.
- Identified areas for improvement within the department's process flows by performing root cause analysis.
- Monitored performance metrics such as turnaround time, cost savings to measure effectiveness of existing processes.
- Performed periodic reviews of existing contracts and agreements between the company and its clients related to claims management services.
- Participated in training sessions organized by the organization regarding new regulatory requirements affecting commercial insurance products and services.
- Collaborated closely with internal stakeholders such as underwriters, actuaries, as well as external vendors and suppliers involved in the claim resolution process.
- Conducted meetings to discuss issues and find pertinent solutions to problems.
- Collaborated with quality team regarding quality assurance reviews.
- Oversaw the development and implementation of claims processing systems to improve efficiency and accuracy.
- Managed department budget, optimizing resource allocation to meet operational and financial objectives.
- Engaged in continuous professional development, staying abreast of industry trends, legal developments, and best practices in claims management.
- Analyzed claims data to identify patterns, fraud risks, and areas for process improvement.
- Developed and monitored key performance indicators for claims department, driving improvements in processing times and customer satisfaction.
- Facilitated team meetings to discuss complex cases, share best practices, and coordinate multi-disciplinary response strategies.
- Reviewed and approved settlement offers and expense payments, maintaining authority within delegated limits.
- Collaborated with underwriting and risk management teams to identify trends and recommend adjustments in coverage or pricing.
- Oversaw the handling of catastrophic claims, mobilizing resources and coordinating with emergency services for rapid response.
- Coordinated with legal counsel on litigated claims, providing expertise and support to achieve optimal outcomes.
- Coordinated responses to regulatory inquiries and audits, ensuring timely and accurate compliance reporting.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Claims Director
UPC Insurance
St. Petersburg, FL
12.2022 - 03.2023
- Developed and implemented operational plans and procedures to enable successful team operations
- Evaluated and motivated employees to continuously develop and grow in both performance and knowledge
- Recommended and communicated goals to help team excel against targets
- Reviewed settlements, litigation and team best practices to maintain high standards of quality
- Motivated team members to maintain targeted turnaround time to obtain processing goals
- Managed team members effectively to meet high production standards with accurate results
- Monitored objectives to determine effectiveness of workflows, facilitating training and mentoring for improvement
- Created and updated financial reports on frequent basis to present information to leadership teams
- Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs
- Conducted reviews and evaluations for cost-reduction opportunities
- Approved reserves and payments up to $750,000 authority level
Claims Zone Manager
UPC Insurance
St. Petersburg, FL
03.2021 - 12.2022
- Manage all phases of daily claims operation throughout 8 states
- Manage a team of 6 managers and 36 property claim adjusters
- Ensure proper training and deliverance of new initiatives to assure the company business goals, and strategic initiatives are met
- Manage TPA to augment staffing needs
- Review and resolved complex coverage issues
- Approve claims payments or allocated expenses within my authority
- Responsible for compliance with published procedure regarding claims settlements
- Successfully and consistently improved all business results to include, service, quality, cycle time and DOI complaints
- Built and maintained high performing teams by identifying top talent and focusing on growth and development while coaching and mentoring
- Applied continuous improvement program in daily activities to boost productivity, improve quality and reduce costs
- Achieved high retention within assigned zone, maintaining high employee engagement
- Maintained positive communication with Field Managers to share opportunities, obstacles and accomplished objectives
Field Claims Manager
UPC Insurance
St. Petersburg, FL
04.2019 - 03.2021
- Supervise a team of 7 adjusters over 3 states
- Review and approve claims payments and expenses within my authority
- Maintain open and honest communication with constant feedback to staff to assist in their development
- Review and resolve complex coverage issues
- Trained new team members on policies and procedures for claims handling
- Managed team members effectively to meet high production standards with accurate results
- Oversaw onboarding processes for new team members, delivering training on claims handling
- Collaborated with quality team regarding quality assurance reviews
- Monitored objectives to determine effectiveness of workflows, facilitating training and mentoring for improvement
- Conducted meetings to discuss issues and find pertinent solutions to identified problems
- Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures
Branch Field Director
Farmers Insurance
Rocky Hill, CT
02.2014 - 04.2019
- Managed all phases of field claims operation throughout 7 states in the Northeast
- Lead a team of 4 leaders and managed an operation of 25 property claim adjusters and 1 department assistant
- Ensured that the proper training was delivered for new initiatives and that the company business goals, and strategic initiatives were met
- Reviewed and resolved complex coverage issues
- Approved claims payments or allocated expenses within my authority
- Oversaw the office budgets to include overtime and operating expenses to ensure the budgets were within acceptable variance
- Responsible for compliance with published procedure regarding claims settlements
- Attended agency distribution meetings and training to ensure proper collaboration between agency and claims
- Attended trials, or mediation as needed
- Successfully improved employee engagement by 25 points in less than 2 years
- Successfully and consistently improved all business results to include, service, quality, cycle time and DOI complaints
- Sustained a customer service business result of over 90% consistently for over 4 years
- Collaborated with quality team regarding quality assurance reviews
- Monitored objectives to determine effectiveness of workflows, facilitating training and mentoring for improvement
- Developed consistent procedures and process improvement initiatives company-wide, resulting in improved overall zone results
Field Claims Supervisor
Farmers Insurance
Birmingham, AL
08.2008 - 02.2014
- Directed the adjustment and administration of claims in an assigned area
- Recommended and conducted programs designed to meet technical training and overall development of staff
- Maintained open and honest communication with constant feedback to staff for their growth and development
- Evaluated and motivated employees to continuously develop and grow in both performance and knowledge
- Recommended and communicated goals to help team excel against targets
- Reviewed settlements and team best practices to maintain high standards of quality
- Trained new team members on policies and procedures for claims handling
- Oversaw onboarding processes for new team members, delivering training on claims handling
Field Property Claim Representative
Farmers Insurance
Birmingham, AL
08.2003 - 08.2008
- Mentored newly hired employees and helped develop their training
- Maintained high performance file quality and efficiency
- Conducted interviews, gathered detailed information and completed field investigations
- Adhered to company guidelines in claims processes, estimate writing and claim closures
- Uploaded documentation and reports to corporate database system to facilitate smooth claims processing
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions
- Coordinated emergency repair, cleaning companies and contractors to optimize customer claim handling
- Identified suspicious losses, immediately contacting SIU to conduct further investigations
- Explained loss coverage, assisted policyholders with itemizing damages and coordinated alternative living arrangements
- Traveled to customer sites to evaluate fallen trees, leaking roofs and other issues to create accurate cost estimations
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns
- Drafted statement of loss to summarize damages, payments and underlying policy coverage
- Complied with company guidelines in claims processes, estimate writing and closing of claims, resulting in over 90% quality results
- Investigated potentially fraudulent claims with focus on thoroughness, quality and cost control
- Investigated properties, classified damages and created estimates outlining repair costs for mid and large complex losses
Senior Property Claims Adjuster
Shelby/Vesta Insurance
Birmingham, AL
10.2000 - 07.2003
- Investigated and estimated damaged property to determine extent of damages
- Negotiated settlement of claims with policy holders, contractors, and attorneys
- Explained loss coverage, assisted policyholders with itemizing damages and coordinated alternative living arrangements
- Analyzed information gathered by investigations and reported findings and recommendations
- Provided Outstanding Customer Service to customers
- Maintained high performance in file quality and efficiency
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns
- Reviewed police reports, medical treatment records, medical bills and physical property damage to determine extent of liability
Education
Bachelor of Arts - English, Criminal Justice
The University of Alabama
Tuscaloosa, AL05.1998
Skills
- Xactimate and Symbility
- MS Office
- Customer Service
- Time Management
- Documentation and Reporting
- Staff Training
- Budget Management
- Project Planning
- Onboarding and Orientation
- Complex Problem Solving
- Performance Evaluations
- Hiring and Training
- Team Leadership
- Training and Development
- Employee Coaching and Motivation
- Teamwork and Collaboration
- Performance Tracking and Evaluation
- Verbal and Written Communication
- Recruitment and Hiring
- Work Planning and Prioritization
- Employee Development
- Managing Operations and Efficiency
- Customer Relationship Management
Accomplishments
- Certified in Fact Based Coaching
- Certified in Leadership Principles
Timeline
Claims Director
Swyfft
03.2023 - Current
Claims Director
UPC Insurance
12.2022 - 03.2023
Claims Zone Manager
UPC Insurance
03.2021 - 12.2022
Field Claims Manager
UPC Insurance
04.2019 - 03.2021
Branch Field Director
Farmers Insurance
02.2014 - 04.2019
Field Claims Supervisor
Farmers Insurance
08.2008 - 02.2014
Field Property Claim Representative
Farmers Insurance
08.2003 - 08.2008
Senior Property Claims Adjuster
Shelby/Vesta Insurance
10.2000 - 07.2003
Bachelor of Arts - English, Criminal Justice
The University of Alabama
Similar Profiles
Frankquenesha WilliamsFrankquenesha Williams
Auto Claim Adjuster at Swyfft InsuranceAuto Claim Adjuster at Swyfft Insurance
Beth ShillinglawBeth Shillinglaw
Exceptional Student Education Teacher at Annie Lucy Williams Elementary SchoolExceptional Student Education Teacher at Annie Lucy Williams Elementary School
Mitzie JamesMitzie James
Marketing Assistant at Roy James Ins. & Financial, Prudential AdvisorsMarketing Assistant at Roy James Ins. & Financial, Prudential Advisors
Wesley HodgeWesley Hodge
Washing Cars at MyselfWashing Cars at Myself
Leann BuchananLeann Buchanan
Family & Dependency Mediator at State of FloridaFamily & Dependency Mediator at State of Florida