Heather Zahn
St Petersburg
Summary
Seasoned Insurance Professional with over 10 years of diverse experience in all aspects of property insurance from policy inception to claim settlement, accounting and financial reporting, process improvement, client relations, creative problem solving, management of daily operations, learning delivery, and community outreach. I am a results-oriented individual with a passion for continuous learning and innovation, leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Catastrophe Claims Property Adjuster
Frontline Insurance
10.2022 - Current
- Remain abreast of state statutes and compliance requirements via continuing education classes, collaboration with underwriting and product departments, and obtaining feedback from customers, agents, and vendors
- Participation in an ongoing underwriting project to streamline the claim classification and reporting process and improve the accuracy of reserves, communication and deployment of claims resources, and provide training to new and existing adjusters
- Communicate with policyholders, agents, contractors, and vendors throughout the life cycle of each claim and provide feedback to the underwriting and product teams
- Review and resolution of mediation and other complex property claims
- Adjust high-volume residential property and loss assessment claims for high-risk coastal states following major weather events
- Work closely with underwriting and agents regarding potential policy risks and to ensure effective communication with the policyholders
- Negotiate with attorneys and public adjusters to resolve claims prior to mediation or litigation
- Assess the need for emergency services (water mitigation, tarping, mold remediation, etc.) and work with local vendors to prevent further damage or hazard to the insured
- Assist insureds with temporary housing and coordination of emergency repairs
- Work closely with field adjuster teams and outside vendors to accurately assess and estimate the scope of a loss and prepare a loss settlement
- Evaluate inspection reports to determine if additional investigation is warranted (engineer storm damage assessments, HVAC or electrical experts, leak detection experts)
Catastrophe Claims Property Adjuster
UPC Insurance
01.2020 - 10.2022
- Mentor new adjusters and provide training support as needed
- Negotiate with attorneys and public adjusters to resolve claims prior to mediation or litigation
- Assess the need for emergency services (water mitigation, tarping, etc) and work with local vendors to prevent further damage or hazard to the insured
- Adjust high volume property claims for high-risk coastal states following major weather events
- Assist insureds with temporary housing and coordination of emergency repairs
- Work closely with field adjuster teams and outside vendors to accurately assess and estimate the scope of a loss and prepare a loss settlement
- Communicate with insured, contractors and vendors throughout the life cycle of each claim
- Process reimbursement requests for insureds participating in the NCJUA Wind Insurance Program
Business Operations Coordinator
Connectwise
11.2018 - 12.2019
- Successfully completed project to convert approximately 250 partner software agreements to Australian currency
- Reviewed partner contracts for accuracy/compliance
- Requested revisions from sales and legal teams
- Trained new employees on business operations procedures and work closely with Accounts Receivable and Partner Success teams to ensure consistent process improvement
- Fielded partner questions related to currency conversions, software, and consulting agreements
- Resolve complex billing inquiries
- Issued new partner agreements compatible with local currency and tax (Australia, Canada, and United Kingdom)
- Proficient in other business operations functions including add-ons, downgrades, licensing, and invoicing for direct and distribution partners
Member Relationship Specialist
USAA
01.2010 - 04.2018
- Mentored new hires and employees in training for certification in a new line of business
- Provided members with all documents needed to proceed with new home closings or refinances
- Coordinated with lenders and HOAs to arrange payments, delivery of policy documents, and confirm insurance requirements
- Exercised a one and done policy whenever possible
- Provided excellent front-line, high-volume customer care for new and existing membership with 450-500 contacts per month
- Offered ongoing member advocacy as needed
- Served as a point of contact within a team and facilitated team meetings and delivery of information
- Escalated ideas and concerns to all levels of management to improve workflow and member experience
- Created customized auto and property insurance packages designed to protect the financial security of each member
- Originated personal bank accounts, auto loans, and credit cards
- Established and retained member relationships, promoted team building, and consistently increased sales
Education
B.A. - Art History and English
Dickinson College
Carlisle, PASkills
- Strong knowledge of property and casualty policies and industry practices
- Excellent written and verbal communication
- Ability to work independently and meet deadlines
- Complex Problem Solving
- Compliance with state insurance regulations
- Accuracy in processing mathematical data and payments
- Strong people skills
- Negotiation
- Accounting and Business Operations
- Flexibility and adaptability
- Active Listening
- Time Management
- Decision-making
- Problem-solving abilities
- Policy writing
- Estimate repair costs
Certification
Florida 6-20 Adjuster License
Timeline
Catastrophe Claims Property Adjuster
Frontline Insurance
10.2022 - Current
Catastrophe Claims Property Adjuster
UPC Insurance
01.2020 - 10.2022
Business Operations Coordinator
Connectwise
11.2018 - 12.2019
Member Relationship Specialist
USAA
01.2010 - 04.2018
B.A. - Art History and English
Dickinson College