James Livingston
Clearwater
Summary
Detail-oriented claims professional with expertise in First Notice of Loss handling, inquiry handling, damage estimation, vendor coordination, and effective communication and documentation. Proven ability to resolve discrepancies, assist with overflow or high-volume, aid co-workers, and streamline claims processing.
Overview
20
20
years of professional experience
Work History
Property Claims Adjuster
Allstate Insurance Co
10.2019 - 10.2020
- Interviewed customer and evaluated property damage claims to determine coverage and settlement amounts.
- Reviewed policy details and documented findings for accurate claims processing.
- Hired relevant mitigation or investigation-assist vendors, coordinated with them, and resolved their billing.
- Collaborated with contractors and clients to gather necessary documentation for claim resolution.
- Investigated claim discrepancies by conducting interviews.
- Wrote detailed damage estimates via Xactimate and either settled claim with customers or negotiated agreed price with contractors.
- Performed all relevant documentation within Nextgen Claims platform.
- Proactively reached out to customers or contractors for status updates or handled inquiry calls.
- Assisted in training new adjusters on claims handling procedures and best practices.
- Assisted fellow staff in handling their own claims as necessary.
Claims Processor and Damage Estimator
Allstate Insurance Co
01.2011 - 10.2019
- Handled initial ownership of claims, entailing First Notice of Loss calls with customers and/or Initial Contact calls with customers to document loss details.
- Coordinated communication between clients and internal departments to resolve claim issues promptly including need for and resolution of emergency services (tarp, water mitigation, leak detection).
- Documented all details of claim in Nextgen Claim system and internal system (as necessary).
- Handled inquiry calls for customers following up on their claims and coordinated to adjuster as necessary.
- Trained junior processors on claims procedures, enhancing team efficiency and knowledge retention.
- When adjuster confirmed coverage on claim, coordinated with on-site vendors or customers for pictures, dimensions, and property damage details.
- Wrote detailed estimates via Xactimate platform for adjusters to settle claims.
- As I was in-house expert with Xactimate estimating platform, performed biweekly meetings to train new adjusters on estimating.
Senior Claims Processor
Allstate Insurance Co
01.2008 - 01.2011
- Resolved initial claim ownership duties; First Notice of Loss calls with customer and/or Initial Contact calls to verify claim details, establish contact, document details, and set up emergency service vendors as necessary.
- Handled inquiry calls to resolution or escalated to adjuster as necessary.
- Assisted Catastrophe Teams with overflow First Notice of Loss calls or in high-volume periods.
- Mentored junior processors on best practices for claims adjudication and customer service excellence.
- Improved workflow processes through strategic assessments, enhancing overall team productivity.
Switchboard Operator
Allstate Insurance Co
01.2006 - 01.2008
- Operated multi-line phone system to manage incoming calls efficiently.
- Directed calls to appropriate departments, enhancing communication flow.
- Provided information and assistance to clients, improving customer satisfaction.
- Maintained accurate call logs for effective tracking and reporting purposes.
Medical Billing Coder
Allstate Insurance Co
01.2003 - 01.2006
- Reviewed and corrected medical billing codes for accuracy, ensuring compliance with insurance protocols.
- Collaborated with healthcare providers to resolve coding discrepancies and improve billing processes.
- Trained junior staff on coding standards and best practices, enhancing team performance and knowledge base.
- Implemented a new coding software system, streamlining workflows and reducing processing time for claims.
First Notice of Loss Representative
Allstate Insurance Co
07.2000 - 01.2002
- Handled high-volume caseload of First Notice of Loss calls to auto and home insurance customers.
- Managed client inquiries and resolved by getting to department of inquiry.
- Trained and mentored new representatives on procedures, systems, and customer service best practices.
Education
Associate of Arts - General Studies
St Pete Junior College
ClearwaterSkills
- First Notice of Loss processing
- Medical bill coding
- Claims processing
- Claims investigation and policy assessment
- Word, Excel, Nextgen, Xactimate and various internal system management
- Inquiry call handling and multi-department coordination
- Excellent people skills
- Teaching and tutorial skills
- Complex concept articulation
- Damage assessment
- Damage estimating
- Vendor coordination and billing management
Accomplishments
Multi-time Distinguished Performance Award winner (which entails a trip or a cruise with exclusive number of winners company-wide). Won an additional time, but deferred to second due to my responsibilities in handling my mother's illness wouldn't allow me to take the trip.
Spent 2013 through 2019 writing the majority of the estimates (which was an auxiliary duty for me at the time but necessary to achieve excellence for our office due to turnover and high-volume) for my office while handling all of my other primary duties. Also ended up being the impromptu trainer or quality control for many estimating adjusters during that period.
Timeline
Property Claims Adjuster
Allstate Insurance Co
10.2019 - 10.2020
Claims Processor and Damage Estimator
Allstate Insurance Co
01.2011 - 10.2019
Senior Claims Processor
Allstate Insurance Co
01.2008 - 01.2011
Switchboard Operator
Allstate Insurance Co
01.2006 - 01.2008
Medical Billing Coder
Allstate Insurance Co
01.2003 - 01.2006
First Notice of Loss Representative
Allstate Insurance Co
07.2000 - 01.2002
Associate of Arts - General Studies
St Pete Junior College
Multi-time Distinguished Performer Award (which includes a trip or a cruise)
Two