Jeremy Hernandez
Glendale,AZ
Summary
Accomplished insurance professional with a proven track record of exceeding company and customer expectations. Skilled leader with strong analytical abilities and effective problem-solving capabilities ensuring timely and accurate completion of multiple initiatives. Experienced in investigating policy coverage and analyzing liability concerning personal, casualty, or property loss. Astute sales professional skilled at meeting and exceeding company sales goals, proficient in communication across all levels, enhancing customer service quality while fostering strong relationships within team dynamics.
Overview
11
11
years of professional experience
2000
2000
years of post-secondary education
Work History
Commercial Auto and Property Adjuster
Farmers Insurance
03.2022 - Current
- Investigated and interviewed all parties involved in Uber Rideshare and Uber Eats auto accident claims.
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
- Assigned coverage and determined at fault liability according to Uber Policy verbiage and appropriate state auto insurance guidelines.
- Assessed property damages caused by commercial drivers, generated repair estimates through Xactimate Estimating Software and issued payment to property owners.
- Approved payments and issued denial letters for inbound subrogation demand reports.
- Coordinated towing and negotiated storage invoices with third party vendors for total loss claims.
- Managed and organized inbound correspondence such as Police Reports, Attorney Representation Letters, accident scene diagrams and repair estimates while providing exceptional customer service throughout the claim process.
- Prepped file for escalation to multiple departments such as Total Loss, Appraising Team, and Tier 3 Injury for further handling.
Condo & Mobile Home Property Adjuster - Remote
Assurant Insurance
01.2022 - 03.2022
- Reviewed, analyzed, and assigned policy coverage to Condominium and Mobile Home Property claims.
- Assigned applicable field and independent adjusters to inspect the damaged property and coordinated follow-up communication with the policyholder.
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
- Duties require analytical review of water mitigation estimates, repair quotes, contractor sketches detailing damages, inspection reports, and preparing all documents for filing and payment.
- Used Xactimate Estimating Software to generate estimates for personal property and structure damages.
Property Damage Adjuster - Remote
Root Insurance
10.2021 - 12.2021
- Promoted to Property Department and generated desk repair estimates through Xactimate Estimating Software for property damages caused by our insured's vehicles.
- Negotiated repair estimates with the state's Department of Transportation and with a variety of claimant businesses, then issued payment.
- Developed and maintained working relationships with independent adjusters and contractors to assist in prompt claims handling.
Auto Liability Adjuster - Remote
Root Insurance
01.2021 - 10.2021
- Reviewed, analyzed, and assigned liability and coverage accurately to automobile claims.
- Contacted all parties listed within claim file to verify facts of loss and obtain recorded statements.
- Collected and investigated all facts associated with the claim incident and prepped file for escalation to multiple departments such as Total Loss, Auto Appraising Team, Injury and SIU for further handling.
- Managed and organized inbound correspondence such as Police Reports, Attorney Representation Letters, accident scene diagrams and repair estimates while providing exceptional customer service throughout the claim process.
Inside Property Adjuster
Homesite Insurance
11.2017 - 10.2020
- Promoted to Inside Property Adjuster position.
- Reviewed, analyzed, and assigned policy coverage to homeowner claims.
- Collected and investigated all facts associated with the claim to determine the damage/loss value, identify subrogation opportunities, manage financial reserves, and guided the homeowner throughout the claims process.
- Used Xactimate Estimating Software to generate estimates for personal property and structure damages.
- Managed third party vendors to ensure quality service.
- Assessed property inspection reports and policyholder information for potential risks for Underwriting and SIU review.
- Reviewed third party contractor property damage estimates and water mitigation/remediation reports.
- Handled files in compliance with state regulations to ensure each settlement was ethical and fair to the insured.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Verified insurance claims and determined fair amount for settlement.
- Trained new team members with essential focus on making accurate coverage decisions, effective communication, and thorough desk management.
- Maintained a quarterly Customer Satisfaction score of 6.7 out of 7 by establishing rapport with policyholders by identifying their needs through empathy and attention to detail.
- Established a department best two-day claim closing cycle time by generating accurate repair estimates from the desk level and successfully negotiating settlement decisions with both homeowner and contractor services.
Licensed P&C Insurance Agent/Customer Solutions/Sales Agent
Homesite Insurance
03.2016 - 11.2017
- Ranked monthly within the top 5% of high-performers in upselling policy endorsements and named the #2 agent on the 2016 President's List.
- Accurately managed 50-60 daily inbound calls completing daily duties such as answering policy inquiries, resolving client billing challenges, reviewing, and providing insight to inspection reports, and assisting policyholders in meeting mortgagee requirements.
- Provided the review, service, and premium quote for the following insurance policies: Renters, Homeowners, Condo, Landlord, and California Earthquake Authority.
- Improved customer satisfaction through expert resolution of conflicts and concerns, de-escalating issues, and earning the customer's trust.
- Implemented exceptional consultative skills to evaluate customer needs and resolve gaps in coverage by upselling endorsements, increasing coverage limits, and providing clarification of policy verbiage.
- Delivered valuable coaching and guidance to both new hires and fellow team members building overall agent competency in policy coverage and sales strategies.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Customer Service/Sales
Cimarron Firearms, Co.
07.2014 - 03.2016
- Front line sales representative responsible for taking incoming orders, inventory control, upselling, resolved customer disputes, monitored dealer account inquiries, warranty coverage review, and promoting new firearms.
- Developed and implemented sales strategies to increase revenue.
- Secured new accounts and met sales goals at industry events and conventions.
- Assisted the Vice President of Sales in providing quality sales support by generating sales Excel spreadsheets, sales reports, and distributor quotes, editing marketing materials, and assisted with the preparation of sales meetings.
- Cross-trained new associates and quality reviewed their work.
Education
High School Diploma -
Glendale High School
Glendale, AZSkills
- Licensed Property and Casualty Adjuster
- Property claims specialist
- Automobile claims specialist
- Liability assessment
- Coverage determination
- Xactimate estimating
- Policy interpretation
- Claims investigation
- Sales experience
- Fraud identification
- Effective communication
- Customer relationship management
- Cross-functional coordination
- Conflict resolution
- Problem-solving
- Mentoring new hires
Timeline
Commercial Auto and Property Adjuster
Farmers Insurance
03.2022 - Current
Condo & Mobile Home Property Adjuster - Remote
Assurant Insurance
01.2022 - 03.2022
Property Damage Adjuster - Remote
Root Insurance
10.2021 - 12.2021
Auto Liability Adjuster - Remote
Root Insurance
01.2021 - 10.2021
Inside Property Adjuster
Homesite Insurance
11.2017 - 10.2020
Licensed P&C Insurance Agent/Customer Solutions/Sales Agent
Homesite Insurance
03.2016 - 11.2017
Customer Service/Sales
Cimarron Firearms, Co.
07.2014 - 03.2016
High School Diploma -
Glendale High School