Jennifer Callaway
Kalamazoo,MI
Summary
Property Claims Manager and Training Leader with 25+ years of experience supporting a Fortune 50 insurance company. Expertise across field and desk claims operations, claims quality assurance, performance management, and claims training. Proven ability to identify performance and training gaps, develop targeted learning solutions, and improve claim accuracy, cycle time, regulatory compliance, and customer satisfaction. Collaborative leader with a strong focus on talent development and operational excellence.
Overview
34
34
years of professional experience
Work History
Claims Trainer II
Horace Mann Insurance Company
Kalamazoo, MI
04.2022 - 01.2026
- Redesigned curriculum for a 10-week onboarding training program that included development of training materials, facilitation guides, exercises, assessments, and job aids.
- Lead training for the 10-week onboarding classes that included 4 weeks of new claim handling coaching.
- Developed new and refresher training for property claims force.
- Participated in development of a Water Mitigation Equipment Calculator based on 2021 IICRC S500 standards.
- Developed Water Mitigation Category and Classification job aid.
- Developed Water Mitigation Equipment job aid.
Claims Manager
American Family Insurance Claims Services
Kalamazoo, MI
02.2021 - 03.2022
- Supervised a team of 6 to 10 Desk Claim Adjusters.
- Responsible for performance management, hiring, and other human resource management duties.
- Delivered training, development, mentoring, and coaching to claim professionals.
- Provided direction and guidance to ensure direct reports provided exemplary customer service and resolved claims timely and accurately.
- Member of Weekly Training Friday Committee. Determine topics, flexible schedule and trainers based on real-time needs.
Property In-Office Claims Supervisor
Connect, powered by American Family Insurance
Kalamazoo, MI
04.2019 - 02.2021
- Supervised a team of 6 to 8 Property In-Office Core Claim Representatives.
- Responsible for performance management, hiring and other human resource management duties.
- Delivered training, development, mentoring, and coaching to claim professionals.
- Provided direction and guidance to ensure direct reports provided exemplary customer service and resolved claims timely and accurately.
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Led Pilot testing and implementation of ClaimXperience platform.
- Developed Xactimate and ClaimXperience job aids.
- (formerly Ameriprise Auto & Home Insurance)
Home Field Claim Representative
Ameriprise Auto & Home Insurance
Kalamazoo, MI
10.2018 - 04.2019
- Conducted in-office and field investigations and settlements of home claims.
- Evaluated and reconciled structural damage, content damage and additional living expenses.
Proximity Claims Trainer – Property & Casualty
STATE FARM
Kalamazoo, MI
03.2012 - 07.2018
- Provided one-on-one, team, and enterprise-wide virtual and classroom training.
- Use of content curation to develop customized training to meet individual, team and enterprise needs to drive increased level of customer service.
- Operated as a subject matter expert (SME) for technical and workflow issues for leaders, peers and claim specialists.
- Volunteered to work on enterprise-wide training projects to address company needs.
- Took ownership to thoroughly learn process/systems prior to creating training programs.
- Developed and implemented strategy for enterprise-wide training to ensure consistency of practices across all National P&C Claim Representatives.
- Worked with Office of the Dean, Learning & Development and vendors to develop new training & job aids.
- Recognized as an enterprise water mitigation subject-matter-expert providing ongoing support.
- Facilitated train-the-trainers to training peers and management.
- Training provided to all property claims personnel company-wide and included in training catalog.
- Key player on Training Specialist team to create and deliver learning operations training following company reorganization.
- Developed and facilitated 3 virtual training topics using ON24 InnerLoop web-based training platform over 5 waves of migration to new structure.
- Facilitated 50 virtual sessions with 1701 participants for 5 of the 6 waves. Resulted in employee overall satisfaction rating of 95% on content and delivery.
- Assumed role of co-leader and producer to all training topics for final wave due to leadership, facilitation and organization skills.
- Final wave offered 41 sessions with a total of 962 participants.
- Independently learned new computer platform (XactContents) to develop and deliver training materials to new system users.
- Recognized as a technical expert/resource on new platform by peers, management and claim specialists.
Reinspector
STATE FARM
Michigan
10.1998 - 03.2012
- Performed quality control inspections/surveys and customer service reviews of property claims.
- Facilitated feedback to claim specialist, management and vendors.
- Provided skill assessment and development action plan recommendations to leaders.
- Monitored customer choice programs with contractors, vendors and policyholders.
- Appointed to committee to develop a reinspection worksheet to be utilized by all reinspectors in Indiana, Illinois and Michigan (zone).
- Surveyed peers to obtain input and consensus.
- Co-authored proposal for new workflow and new worksheets.
- Presented proposal to zone management.
- Management approved proposal of new workflow and new worksheet.
- Participated on pilot test of program to streamline quality control of customer choice program and new computer data capturing program.
- Provided positive and negative results for review and development of action steps.
Fire Claims Specialist
STATE FARM
Michigan
03.1992 - 10.1998
- Conducted in-office and field investigations and settlements of homeowners, personal articles, boat owners, commercial, rental dwelling, condominium claims.
- Investigated and assessed damage to property and wrote property damage estimates.
- Evaluated and reconciled structural damage, content damage and additional living expenses claims.
- Evaluated and settled liability claims.
Education
Bachelor of Business Administration - Human Resources Management, General Business
Western Michigan University – Haworth College of Business
01.1998
Skills
- Property Claims Management
- Claims Quality Assurance, File Reviews, & Reinspections
- Performance Management, Coaching, Staff Development
- Claims Training, Curriculum Development, & Adult Learning Theory
- Trend and Root Cause Analysis, Claims Metrics ,Severity Control, & Regulatory Compliance
- Xactimate Level 3, XactContents, & ClaimXperience
- Guidewire ClaimCenter
- Licensed Property and Casualty Adjuster
Certification
- Insurance Training Professional (ITP)
- Licensed Property & Casualty Adjuster in 14 states
- Institute of Inspection Cleaning and Restoration (IICRC) Water Damage Technician
- Enterprise Certified Trainer (Novation/State Farm)
- Chartered Property and Casualty Underwriter (CPCU)
- Xactimate Level 1, 2, and 3 certified
Personal Information
Title: Property Claims Manager and Training Leader
Timeline
Claims Trainer II
Horace Mann Insurance Company
04.2022 - 01.2026
Claims Manager
American Family Insurance Claims Services
02.2021 - 03.2022
Property In-Office Claims Supervisor
Connect, powered by American Family Insurance
04.2019 - 02.2021
Home Field Claim Representative
Ameriprise Auto & Home Insurance
10.2018 - 04.2019
Proximity Claims Trainer – Property & Casualty
STATE FARM
03.2012 - 07.2018
Reinspector
STATE FARM
10.1998 - 03.2012
Fire Claims Specialist
STATE FARM
03.1992 - 10.1998
Bachelor of Business Administration - Human Resources Management, General Business
Western Michigan University – Haworth College of Business