Jennifer Callaway, CPCU, ITP
Kalamazoo,MI
Summary
Dynamic and accomplished Property & Casualty Claim Professional with over 25 years of Property & Casualty Insurance Claim experience contributing to the success of a Fortune 50 Insurance Company. Excellent at determining training needs and developing focused training to improve claim handling for delivery of remarkable customer experiences. Exceptional ability to analyze claim survey results and provide training recommendations to Leadership to increase accuracy, efficiency and customer service. Natural leader and problem solver with a passion for developing others for personal and organizational success.
Overview
34
34
years of professional experience
1
1
Certificate
Work History
Claims Trainer II | Claims Training
Horace Mann Insurance Company
04.2022 - Current
- Redesigning curriculum for a 10-week onboarding training program that includes development of training materials, facilitation guides, exercises, assessments, and job aids. Leads training for the 10-week onboarding class that includes 4 weeks of new claim handling coaching. Develops 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 | Property Desk Claims
American Family Insurance Claims Services
02.2021 - 03.2022
- Supervised a team of 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 (formerly Ameriprise Auto & Home Insurance)
04.2019 - 02.2021
- Supervised a team of 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.
- Led Pilot testing and implementation of ClaimsXperience platform.
- Developed job aids
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. Used 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, Indiana & Illinois
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.
- Evaluated and reconciled structural damage, content damage and additional living expenses.
- Evaluated and settled liability claims.
Education
Bachelor of Business Administration - Human Resources Management, General Business
01.1998
Skills
- Xactimate Level 3 Certified
- XactContents
- ClaimXperience
- Insurance regulations
- Curriculum design
- Mentoring
- Microsoft office
- Licensed Property & Casualty Adjuster
- Leader
- Training Development
- E-Learning
- Adult Learning Theory
- Technical Resource
- Trend Analysis
- Communications
- Customer Service Focused
- Detailed Oriented
- Adobe
- Claims management
- Analytical skills
- Teamwork and collaboration
- Employee interviewing
- Training program design
- Problem-solving abilities
- Staff development
- Adult learning theories
- Analytical thinking
- Employee assessment
- Training program development
- Instructional design
- Quality assurance
- Coaching and development
- Course materials development
Certification
- Insurance Training Professional (ITP)
- Licensed Property & Casualty Adjuster in 16 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
Timeline
Claims Trainer II | Claims Training - Horace Mann Insurance Company
04.2022 - Current
Claims Manager | Property Desk Claims - American Family Insurance Claims Services
02.2021 - 03.2022
Property In-Office Claims Supervisor - Connect, powered by American Family Insurance | Kalamazoo, MI (formerly Ameriprise Auto & Home Insurance)
04.2019 - 02.2021
Home Field Claim Representative - Ameriprise Auto & Home Insurance | Kalamazoo, MI
10.2018 - 04.2019
Proximity Claims Trainer – Property & Casualty - STATE FARM | Kalamazoo, MI
03.2012 - 07.2018
Reinspector - STATE FARM | Michigan, Indiana & Illinois
10.1998 - 03.2012
Fire Claims Specialist - STATE FARM | Michigan
03.1992 - 10.1998
Western Michigan University – Haworth College of Business - Bachelor of Business Administration, Human Resources Management, General Business