Jennifer Phillips
Warner Robins,GA
Summary
Motivated Senior Claims Examiner with 20 years of experience, including 15 years of litigated and high exposure claims. Organized, thorough and dependable at managing high caseloads with a positive attitude. Strong command of conflict resolution and negotiation combined with excellent reporting and research skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Claims Examiner
GEICO, Government Employees Insurance
07.2008 - Current
- Maintained up-to-date knowledge of industry trends and legislative changes to ensure accurate claim evaluations.
- Contributed to company growth by consistently meeting or exceeding productivity targets without sacrificing quality standards.
- Established trust among clients by consistently delivering fair assessments of their insurance claims.
- Coordinated with medical professionals to obtain necessary documentation for evaluating injury claims accurately.
- Examined records and evidence to determine accuracy of information.
- Handled high-profile cases professionally, maintaining confidentiality while achieving satisfactory resolutions.
- Collaborated with legal counsel on complex claims, ensuring compliance with regulatory guidelines.
- Prepared and presented detailed reports to management to aid in decision making on complex claims.
- Mentored junior examiners, providing guidance in claim handling and diary maintenance.
- Coordinated with legal counsel on complex cases to present a strong defense on behalf of the insured or insurer.
- Reviewed policy coverage details meticulously, ensuring accurate determination of benefits payable in each case.
- Worked with private investigators and attorneys on preparation of evidence, witness statements, and other documentation in preparation for trial.
- Handled complaints and grievances using negotiating and problem-solving skills.
- Collaborated with Claims Home Office on high exposure and extra contractual cases.
Liability Claims Examiner
GEICO, Government Employees Insurance
07.2004 - 07.2008
- Handled first and third party injury claims, liability disputes and coverage issues.
- Maintained detailed records of all communications related to each claim file for easy reference when needed.
- Achieved cost savings through skillful negotiation tactics during settlement discussions with opposing counsel or claimants directly.
- Collaborated with multiple departments to address issues or discrepancies found during investigations.
- Enhanced customer satisfaction by delivering prompt and accurate claim resolutions.
- Communicated effectively with all stakeholders, including insureds, claimants, attorneys, and internal departments.
- Evaluated damages accurately to determine appropriate compensation amounts within policy limits.
- Interpreted policy provisions accurately, ensuring proper coverage determination and application of deductibles.
- Negotiated fair settlements with claimants, maintaining professional relationships while protecting company interests.
- Interviewed claimants and witnesses to gather factual information.
- Delivered exceptional customer service to policyholders by keeping them informed and communicating important information.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Maintained contact with claimants and attorneys to determine treatment status.
Customer Service Representative
GEICO, Government Employees Insurance
10.2002 - 07.2004
- Handled customer inquiries courteously and professionally.
- Resolved customer complaints with empathy.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Educated customers about billing, payment processing, support policies and procedures.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Central Georgia Technical College
Macon, GAHigh School Diploma -
Northside High School
Warner Robins, GA05.2000
Skills
- Prompt and Fair Claims Handling
- Coverage Assessments
- Policy Interpretation
- Decision Making
- Litigation Management
- Reserves Management
- Injury Evaluations
- Critical Thinking
- Active Listening
- Settlement Negotiations
- Time Management
- File Management
- Multitasking
- Case Presentation
- Problem Solving
- Team Collaboration
Certification
Senior Claims Law Associate (SCLA)
Timeline
Senior Claims Examiner
GEICO, Government Employees Insurance
07.2008 - Current
Liability Claims Examiner
GEICO, Government Employees Insurance
07.2004 - 07.2008
Customer Service Representative
GEICO, Government Employees Insurance
10.2002 - 07.2004
Central Georgia Technical College
High School Diploma -
Northside High School