Hannah Erling
Austin
Summary
Analytical Complex Claims Specialist with extensive expertise in customer service, coverage investigations, negotiations, and employee engagement. Specializes in efficient claims resolution and customer-centric service while meeting the needs of internal and external stakeholders.
Overview
3
3
years of professional experience
Work History
Complex Auto Claims Specialist
STATE FARM
Austin
07.2022 - Current
- Manages an inventory of between 30 and 40 new, complex claim files per week. Reassigns misrouted claims to the correct department, and triages remaining claims to work toward resolution within SLOs. Reaches out in a timely manner to stakeholders to establish myself as their point of contact throughout their claim handling, and provides a clear timeline to set realistic expectations.
- Makes liability decisions with an average cycle time of three days, while balancing metrics for inbound calls, subrogation recovery, and ad hoc assignments.
- Evaluates the risk level of each loss and sets reserves accordingly.
- Trained eight new employees while working on a temporary work assignment for the New Employee Support Team. Continues to mentor new employees and provides support throughout significant process changes.
- Worked alongside technology and claims improvement teams to pilot an AI phone call summarizer, which has improved pilot users' time efficiency while taking inbound calls by 4 to 6 times.
- Received four 'Good Act' awards in the year 2024 for exceeding expectations from the Claims Section Leader.
- Acts as the team's subrogation specialist and provides monthly reviews of the team's recovery metrics. Celebrates wins and provides coaching by leading monthly team huddles.
Volunteer Case Manager
AUSTIN PETS ALIVE
Austin
12.2024 - Current
- Supervises the care of 1-3 shelter dogs, and monitors their training progress on a weekly basis, with the goal of matching them to their perfect home.
- Develops care plans to address health and behavioral issues in animals.
- Introduces potential adopters to suitable dogs within the shelter database, and facilitates first meetings.
Education
Bachelor of Arts - Business Management/Economics
University of California, Santa Cruz
CPCU Certification -
Mm
Skills
- Complex claims management
- Subrogation analysis
- Negotiation
- Microsoft Office
- Risk management
- Customer relationship management
Websites
Timeline
Volunteer Case Manager
AUSTIN PETS ALIVE
12.2024 - Current
Complex Auto Claims Specialist
STATE FARM
07.2022 - Current
Bachelor of Arts - Business Management/Economics
University of California, Santa Cruz
CPCU Certification -
Mm
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