Erica Coffland
Thornville,OH
Summary
Highly motivated, hardworking, passionate, and detail-oriented individual with 13+ years experience in personal auto claims both as an adjuster and leader. I am positive, reliable, professional, knowledgeable, and possess strong multi-tasking abilities. I am committed to helping foster the growth and development of individuals on both a professional and personal level.
Overview
13
13
years of professional experience
Work History
Fire and Theft Claims Manager
Root Insurance
03.2024 - Current
- Manage and lead a team of adjusters specializing in auto fires and thefts, ensuring timely and accurate claim resolution in compliance with state regulatory standards and internal policies and procedures.
- Oversee end-to-end claim investigations, including coverage/policy analysis, fraud detection, subrogation opportunities, and settlement negotiations.
- Develop and implement process improvements to streamline claim handling and reduce cycle times, resulting in improved customer satisfaction and operational efficiency.
- Collaborated with SIU (Special Investigations Unit), legal counsel, and law enforcement when necessary to handle suspicious or complex claims.
- Facilitate communication between claims departments, promoting collaboration in complex claim resolutions.
- Monitor key performance indicators (KPIs), generate monthly scorecards and reports, and conduct quality audits to ensure high-quality claim files and direct report development.
- Provide training, mentoring, and performance evaluations for direct reports, fostering professional development and ensuring alignment with both departmental and organizational goals.
Complex Claims Manager
Root Insurance
07.2023 - Current
- First line leader who successfully led, coached, mentored, and continually trained a team of both new and existing Complex Auto claims adjusters who handle complex coverage and liability claim investigations.
- Held regular 1:1 meetings and team huddles with direct reports to review performance, discuss objectives and key results and key performance indicators/metrics, and provide necessary feedback to guarantee their continued growth and development both individually and collectively, and to support the department and company goals.
- Conducted quality performance feedback and performance reviews at each quarter, mid year, and end of year.
- Completed daily reviews of direct reports' files, monthly Quality Audits, Scorecards, and month-end reports to ensure quality claim handling and compliance.
- Communicated and implemented any new company, claims organization, or claims department programs, policies, practices, or procedures.
- Assisted in the establishment of processes to ensure efficient workflows throughout the claims organization.
- Aided in multiple new projects that resulted in increased productivity across the claims organization.
Liability 1 Claims Manager
Root Insurance
03.2020 - 07.2021
- managed a team of 8-11 auto claims adjusters who handled claims with clear or simple liability and coverage investigations
- responsible for the growth and technical development of each individual and the team as whole; created and fostered an environment to provide opportunities for all adjusters to reach their full potential.
- reviewed, coached, and provided direction/feedback, and authority for coverage and liability decisions within scope of adjuster's handing; oversaw all claims related functions for each adjuster; administered performance management as needed
- complete daily claim file reviews, and monthly Quality Audits and Scorecards for each adjuster to ensure compliance and department goals/metrics were achieved.
- participated in an ongoing development opportunity involving interviewing, onboarding, and training of both external and internal Complex claims adjusters, as well as Express claims adjusters; served as an interim Complex Claims Manager for adjusters during their transitional period.
Complex Auto Claims Adjuster
Root Insurance
10.2018 - 03.2020
- Determined policy status and coverage at initial intake of claim; reviewed policy for applicable coverage, limits, and deductibles.
- Made prompt and courteous contact with all parties involved (i.e., insured, claimants, witnesses, attorneys, etc.)
- Obtained detailed loss descriptions to determine coverage and liability and degree of liability exposure if any; evaluated, negotiated, and settled property damage and minor injury claims; referred claims accordingly for subrogation
• Coordinated the repair of vehicles and assist with rental reimbursement. - Maintain and updated current pending inventory.
Complex Auto Claims Specialist
State Farm
01.2013 - 08.2018
- Obtained facts of loss from insureds. claimants. agents. witnesses, etc., in order to investigate both disputed and non-disputed. non-injury auto accidents in 14 states.
- Determined coverage and degree of liability/exposure.
- Evaluated, negotiated, and settled property damage claims.
- Maintained quality claim files in a team environment.
- Provided superior customer service.
Education
Master of Arts - Secondary Education
Grand Canyon University
Phoenix, AZ02.2012
Bachelor of Arts - Social And Behavioral Science
The Ohio State University
08.2008
Skills
- Outstanding and effective communication skills, both written and oral
- Excellent problem-solving, investigative, and decision-making skills
- Ability to work effectively and collaboratively with direct reports, peers, and leadership
- Proficient in dealing with difficult and complex situations and conversations
- Passionate about quality auditing, claims performance metrics, and reporting
Timeline
Fire and Theft Claims Manager
Root Insurance
03.2024 - Current
Complex Claims Manager
Root Insurance
07.2023 - Current
Liability 1 Claims Manager
Root Insurance
03.2020 - 07.2021
Complex Auto Claims Adjuster
Root Insurance
10.2018 - 03.2020
Complex Auto Claims Specialist
State Farm
01.2013 - 08.2018
Bachelor of Arts - Social And Behavioral Science
The Ohio State University
Master of Arts - Secondary Education
Grand Canyon University
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