Jai Cockroft-Smith
Anna,TX
Summary
Consummate Claims Associate knowledgeable in insurance coverage, policy terms and conditions. Facilitates claims processing by cultivating productive relationships with Policyholders. Blends analytical and administrative acumen throughout investigations and recommendations.
Overview
8
8
years of professional experience
Work History
Claims Associate
State Farm
04.2020 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
- Interviewed policyholders to verify information and obtain additional details.
- Followed up with customers on unresolved issues.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Maintained accurate and up-to-date records of claim information for future reference.
- Prepared reports of findings of investigations.
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
- Identified suspicious losses and contacted manager for investigative assistance.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages
Customer Service Representative
Entergy
01.2018 - 03.2020
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
Retention Specialist
Comcast, Xfinity
09.2016 - 10.2017
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
- Built constructive customer relationships to improve loyalty and recommendations.
Education
Psychology
Delta State University
Cleveland, MSHigh School Diploma -
Drew High School
05.2008
Skills
- Claims Processing
- Claims Investigation
- Policy Interpretation
- Claims
- Team Collaboration
- Time Management
- Flexible Schedule
- Conflict Resolution
- Policy understanding
- Decision-Making
- Settlement Negotiation
- Policy Knowledge
- Coverage Determination
- Documentation Review
- Microsoft Office
- XACTCONTENTS
- Insurance Claims Review
- Licensed
Timeline
Claims Associate
State Farm
04.2020 - Current
Customer Service Representative
Entergy
01.2018 - 03.2020
Retention Specialist
Comcast, Xfinity
09.2016 - 10.2017
Psychology
Delta State University
High School Diploma -
Drew High School