Jacey Lopez
Overview
10
10
years of professional experience
1
1
Certification
Work History
Property Claims Adjuster
United Services Automobile Association, USAA
01.2019 - Current
- Interpreted insurance policy language to determine coverage based on cause and details of loss, providing clear, informed guidance to policyholders regarding claim eligibility and next steps.
- Used Xactimate to compile estimates for personal property and structure damage.
- Negotiated claim settlements with policyholders and contractors to ensure fair, timely, and cost-effective resolutions in alignment with policy coverage and company guidelines.
- Managed and maintained detailed claim files, reviewing inspection reports, estimates, and supporting documentation to ensure accuracy, completeness, and compliance with company and regulatory standards.
- Coordinated with contractors, vendors, and field adjusters to gather documentation and ensure timely and fair claim resolutions
- Provided consistent, proactive updates to members throughout the claims process, ensuring they remained informed on status, next steps, and documentation requirements.
- Maintained in-depth product knowledge to educate customers, advise on coverage and policy limits, and deliver accurate, personalized guidance based on individual needs and circumstances.
Senior Customer Service Representative
Bank of America
09.2015 - 12.2018
- Communicated clearly and empathetically with customers to resolve account issues, billing discrepancies, and service concerns during the initial call.
- Adapted quickly to new procedures and tools, demonstrating the ability to learn and apply updated systems and guidelines.
- Multitasked across multiple platforms and internal systems while maintaining focus on customer needs and delivering accurate information in real time.
- Recognized customer needs during service interactions and recommended relevant banking products such as credit cards, savings accounts, or loan options.
- Fostered client relationships through attentive service and regular communication, leading to increased customer satisfaction and long-term retention
- Created meaningful customer interactions by taking ownership of issues, resolving them with empathy, and consistently contributing to high satisfaction ratings.
Education
A.P. Leto High School
Tampa, FL06-2013
Accomplishments
- Customer service professional with 10 + years of experience delivering empathetic, solutions-driven support.
- Property claims adjuster with 6 + years of hands-on experience managing claim investigations, coverage assessments, and settlements.
- Skilled in interpreting policy terms, advising on coverage limits and endorsements, and maintaining compliance with industry regulations.
- Strong communicator and organized professional, skilled in guiding customers through complex claims processes while maintaining accuracy and responsiveness.
- Self motivated, efficient in fast-paced environments, highly adaptable, and enthusiastic to learn.
Certification
Florida All Lines Adjuster License: W543123
Timeline
Property Claims Adjuster
United Services Automobile Association, USAA
01.2019 - Current
Senior Customer Service Representative
Bank of America
09.2015 - 12.2018
A.P. Leto High School
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