Gena Banks
Lakeland,TN
Summary
Results-driven professional with proven expertise in high-stakes negotiation, settlement strategy, and resolving complex auto and injury claims. Skilled at securing fair, cost-effective outcomes by applying strong analytical judgment, policy knowledge, and a professional, customer focused style
Overview
5
5
years of professional experience
Work History
Property and Casualty Insurance Agent /Claims Adjuster
Allstate Corp
04.2022 - 04.2025
- Developed comprehensive insurance policies tailored to client needs and risk profiles.
- Conducted thorough risk assessments to identify coverage gaps and recommend appropriate solutions.
- Maintained up-to-date knowledge of state regulations and compliance requirements in property and casualty insurance.
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Educated clients on property and casualty insurance products to enhance coverage understanding.
- Conducted risk assessments to identify client needs and recommend tailored insurance solutions.
- Processed policy renewals and modifications, ensuring compliance with regulatory requirements.
- Handled end-to-end auto claims adjusting, including liability, collision, comprehensive, property damage,and bodily cases.
- Conducted thorough investigations: reviewed police reports, interviewed policyholders/ witnesses, and assessed vehicle damage.
- Evaluated medical bills, treatment records, and injury documentation to determine claim validity and appropriate compensation.
- Applied state-specific P&C policies to determine coverage and fault percentages.
- Negotiated settlements with claimants, attorneys, repair facilities, and medical providers.
- Maintained accurate claim documentation in accordance with regulatory and company standards.
- Coordinated with SIU for potential fraud cases.
- Delivered exceptional customer service by explaining coverage, process, and decisions clearly to clients.
Property and Casualty Insurance Agent /Auto Claim Specialist
Winston Insurance Agency
04.2021 - 04.2022
- Assisted clients in selecting appropriate property and casualty insurance policies based on individual needs.
- Evaluated client applications for accuracy, ensuring compliance with industry regulations.
- Conducted policy reviews to identify coverage gaps and recommend necessary adjustments.
- Developed strong relationships with clients through effective communication and follow-up strategies.
- Supported adjusters by gathering documentation, preparing reports, and conducting follow-up with claimants and service providers.
- Processed claim updates, coverage verification, and loss reports.
- Assisted with basic damage evaluations and repair shop coordination.
- Managed customer inquiries and provided clear communication regarding claim status.
- Maintained detailed case notes and ensured compliance with claims handling guidelines.
Property and Casualty Insurance Agent
Marcus T Turner & Associates
04.2020 - 04.2021
- Collaborated with clients to analyze claims history, enhancing policy recommendations based on prior experiences.
- Utilized CRM software to manage client accounts and streamline communication processes effectively.
- Improved customer satisfaction by providing exceptional service and addressing policyholder concerns in a timely manner.
- Efficiently managed a large book of business, prioritizing tasks and organizing workloads to maintain productivity levels.
- Established strong rapport with clients through consistent communication, building trust as their trusted advisor on insurance matters.
- Continually expanded knowledge of industry trends and regulatory changes to provide accurate information to clients.
- Provided expert advice on property and casualty insurance options, ensuring clients were well-informed to make educated decisions.
- Attended industry conferences and workshops to stay current with emerging trends in property and casualty insurance markets.
- Maintained high client retention rates with regular follow-ups, personalized attention, and prompt resolution of issues.
- Assisted in the development of marketing materials that highlighted agency services and capabilities, attracting new customers and increasing brand awareness.
- Generated quotes and proposals for clients to match individual needs.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
Education
High School Diploma -
Hillcrest High School
Memphis, TNBachelor of Arts -
University of Memphis
Memphis, TN05-2027
Skills
- Customer Service & Client Communication
- Excellent written and verbal communication skills
- Excellent Investigation Skills
- Attention to detail
- Knowledge of Insurance Policies
- Auto Claims Handling
- P&C Insurance Policies
- Negotiation & Settlement
- Conflict resolution
- Empathy and customer-focused approach
- Claims Investigation
- High caseload management
- Detail-oriented and thorough
- Fraud awareness / SIU Referral
- Relationship Building & Trust Development
Timeline
Property and Casualty Insurance Agent /Claims Adjuster
Allstate Corp
04.2022 - 04.2025
Property and Casualty Insurance Agent /Auto Claim Specialist
Winston Insurance Agency
04.2021 - 04.2022
Property and Casualty Insurance Agent
Marcus T Turner & Associates
04.2020 - 04.2021
High School Diploma -
Hillcrest High School
Bachelor of Arts -
University of Memphis