Xactimate
Jessica Morris
Property Claims Team Lead
Benbrook,TX
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Property Claims Team Lead - Liberty Mutual
Sedgwick Claims Management
02.2021 - 12.2023
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of estimates, coverage determination and adherence to high-quality standards.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Held weekly team meetings to inform team members on company news and updates.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
Property Desk Adjuster - American Integrity
Sedgwick Claims Management
09.2019 - 02.2021
- Achieved high levels of accuracy in damage assessments by thoroughly reviewing property inspection reports and estimates.
- Assisted in training new adjusters on company procedures, sharing best practices for efficient claims management.
- Utilized advanced software tools for data collection and organization in order to expedite claim processing times.
- Negotiated fair settlements by carefully analyzing repair cost estimates and maintaining open lines of communication with all parties involved.
- Enhanced customer satisfaction by efficiently managing property claims and providing timely updates on case progress.
- Mitigated fraud risks by investigating suspicious claims thoroughly, identifying inconsistencies or red flags that warranted further examination before payout approval was granted.
- Collaborated with other adjusters, contractors, public adjusters, and attorneys to effectively coordinate property inspections and repair efforts.
- Collaborated with legal teams to resolve disputed claims by providing thorough documentation of case details and evidence supporting final decisions.
- Provided exceptional customer service while handling sensitive situations involving property damage and loss.
- Maintained compliance with industry regulations while processing claims, ensuring accurate documentation and adherence to company guidelines.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
- Followed up with insured individuals regarding premium and deductibles payments.
Claims Examiner - Liberty Mutual/Safeco
Pilot Catastrophe Inc.
05.2017 - 09.2019
- Scoped loss with policy holder to identify damage, and details involved
- Built rapport with policy holders providing exceptional customer service explaining claim process thoroughly
- Maintained policy holder, authorized party, and field adjuster communication via phone, email, and Navigator
- Served as policy holder's main point of contact during claim process
- Monitored field adjuster claim progress including policy holder contact, inspection, completion of estimate and payment letter
- Verified and determined loss coverage for property claims according to policy, endorsements applicable
- Effectively negotiated settlement per field adjuster inspection/estimate
- Investigated claims based on information provided by the policy holder, and company approved vendors and/or third party reports to verify cause of loss and reviewed supporting documents
- Managed diary system that assures that each assigned claim will receive necessary ongoing attention meeting quality standards
- Knowledge of insurance policies and endorsements
- Prepared estimates entering data into Xactimate to develop line-by-line itemization of covered damages
- Collaborated with contractors and field adjusters on property damage
- Processed supplements as needed within a timely manner
- Prepared competitive bids that were utilized to negotiate repair costs and/or support repairs required
- Ability to handle high volume of claims meeting deadlines, and customer expectations
- Maintained and exceeded production goals closing minimum of 6 claims per day with high claim volume
- Authorized payments to policy holder, third party vendors, and mortgage companies
- Identified fraudulent claims and worked with SIU to resolve
- Knowledge of guarantee repair network program
- Assisted in training new hires on claims handling guidelines and procedures
- Prepared coverage correspondence within required timeframes, state statutes and regulations
- Submitted subrogation referrals per procedure
- Analyzed claim activity and prepared reports for Liberty Mutual/Safeco and management.
Fast Path Desk Adjuster - Liberty Mutual/Safeco
Pilot Catastrophe
4 2016 - 5 2017
- Independently scoped loss with policy holder over phone to identify damage, and details involved
- Worked with a Liberty network contractors during claim process in the event mitigation required, emergency repairs, or additional living arrangements needed
- Identify claims assigned that require field inspection including complex or large loss claims forwarding to the appropriate department according to procedures
- Assisted policyholders with itemization of damages
- Identified fraudulent claims and worked with SIU to resolve
- Built rapport with policy holders providing exceptional customer service explaining claim process
- Maintained policy holder and authorized party communication via phone, email, and Navigator tools
- Verified and determined loss coverage for property claims according to purchased insurance policy and/or endorsements
- Effectively evaluate claim facts and negotiate claim settlements
- Communicated with company approved vendors and/or third party reports to verify cause of loss and price verification for personal property
- Maintained knowledge of insurance policies and endorsements
- Prepared estimates entering data into Xactimate to develop line-by-line itemization of covered damages
- Collaborated with contractors on property damage
- Processed supplements as needed within a timely manner
- Prepared competitive bids that were utilized to negotiate repair costs and/or support repairs required
- Ability to handle multiple claims, meet deadlines, and customer expectations
- Maintained and exceeded production goals closing minimum of 6 claims per day with high claim volume
- Authorized payments to policy holder, third party vendors, and mortgage companies
- Assisted in training new hires on claims handling guidelines and procedures
- Prepared coverage correspondence for claim decision within required timeframes, state statutes and regulations
- Submitted subrogation referrals per procedure
- Analyzed claim activity and prepared reports for Liberty Mutual and management.
Foreclosure Specialist
Nationstar Mortgage DBA Mr. Cooper
09.2015 - 04.2016
- Monitored foreclosure loans and ensures that foreclosure actions on individual accounts are completed in a timely manner, according to investor/insurer, state, and regulatory guidelines, minimizing financial losses to the company
- Maintained attorney communication via phone, email, Fortracs, and Lenstar
- Responsible for timely processing of activities & responsiveness of alerts to ensure Foreclosure Timeline Management is met
- Minimize losses through management of attorney to ensure Foreclosure process is consistently progressing
- Responsible for special projects and reporting required by investors
- Ensure accounts are properly documented with actions taken, correspondence, and explanation of delay, if any
- Ensure compliance with all state and investor requirements
- Negotiated any opportunities to shorten timeline, drive performance, or minimize loss
- Portfolio Management
- Maintaining average CAPES assigned by state and firm
- Following up with other departments and/or local counsel for outstanding items
- Providing information and chronologies for investor requested reporting
- Meet requirements/goals set forth for turn over ratio, FNMA timeline completion, milestone tracking exceptions avoidable delays, and pull through rate
- Working knowledge of foreclosure law and terminology
- Working knowledge of fraud and appraisal problems and able to detect
- Proficiency with Fortracs/Lenstar.
Foreclosure Specialist Lead
Bank Of America, Home Loans
11.2011 - 02.2015
- Performed End to End Foreclosure Process for Employee Loans - Reviewed, researched, and resolved issues in foreclosure process for Conventional, Sub-Prime, ARM, FHA, and VA loan types
- Communicated with attorneys on daily basis to facilitate the completion of scheduled foreclosure milestones
- Calculated and provided bidding figures for foreclosure sale
- Performed quality assurance review of legal documents and processes
- Provided sale results and sales reporting internally and to investors
- Assisted document intake process in reviewing and distributing incoming mortgage documents to the appropriate department
- Strengthened support to offshore associates related to the payoff and reinstatement quote process
- Monitor and audit offshore group sampling 5 to 10 percent of population of loans to maintain service level agreements and meet bank standards
- Analyzed and created reports to identify gaps and opportunities for improvement
- Developed procedures and job aids for stateside and offshore associates
- Responsible for training offshore associates on any updated procedures and processes
- Created efficiencies and streamline processes while leading change under minimal supervision
- Ensure adherence to investor and state requirements referring to fee sensitive guidelines
- Answer and resolve inquiries from line of business, offshore, and with appropriate attorneys for payoff, reinstatement quote escalated issues, and end to end process
- Worked with outside attorneys, investor contacts, management, and approved vendors to minimize losses and legal risk for the bank
- Assisted in working with Business Initiatives and Project Support in testing with Component Integration Testing (CIT) and UAT systems enhancements providing insight
- Completed daily reports assigned by meeting and exceeding deadlines
- Displayed teamwork by balancing team and individual responsibilities
- Demonstrated accuracy and thoroughness to ensure quality standards are met
- Used decision making skills in order to analyze a situation and make sound decision in accordance to investors, and internal guidelines
- Multi-task and problem-solve production-oriented environment
- Conducted side by side training of stateside associated, educating new hires on policy and procedures and assisted in providing required accesses
- Processed assigned included MERS, Payoffs and Reinstatements, SCRA, CIWI, End to End Employee Loans, and VA Bidding Instructions.
Bankruptcy Specialist Lead
Bank Of America, Home Loans
01.2010 - 11.2011
- Provided support to offshore bankruptcy setup and proof of claim group
- Answered and resolved inquiries from stateside, offshore, and with appropriate attorneys concerning bankruptcy escalated issues that involve setup process and referring proof of claims
- Completed setup of loan to bankruptcy by confirming validity and timeframes
- Analyzed bankruptcy documents/docket, loan documents/details, up to and including foreclosure information skillfully
- Interpreted all legal documents-pleadings motions, dockets, loan documents etc, as well as borrower trustee, investor and attorney correspondence
- Prepared and referred proof of claim determining delinquency, fees due within state standard, and request escrow analysis if applicable
- Assists in testing of system enhancements and provides insight
- Completed daily reports assigned by meeting and exceeding deadlines
- Displayed teamwork by balancing team and individual responsibilities
- Demonstrated accuracy and thoroughness to ensure quality standards are met
- Used decision making skills in order to analyze a situation and make sound decision in accordance to investors, bankruptcy code and internal guidelines
- Multi-tasked and problem-solve production-oriented environment
- Used organizational skills.
Collector II
Countrywide Home Loans/Bank of America, Home Loans
05.2007 - 01.2010
- Answered mortgagors and/or third-party-inquiries regarding real-estate loans in an inbound/outbound, high-volume call-center
- Found solutions for customers who are encountering temporary financial difficulties to cure delinquency by setting up repayment plans, pre-qualifying for workout options
- Resolved customer issues by identifying reasons for default and establishing promises to pay
- Collect mortgage payments, outstanding fees and corporate advances up to and including foreclosure
- Multi-tasked and problem-solved in a high-volume, production-oriented environment
- Selected as phone trainer for side by side training, educating new hires on policy and procedures
- Provided extensive debt counseling to homeowners facing hardship
- Met and exceeded customer satisfaction standards
- Provided excellent customer service.
Customer Account Representative II
Countrywide Home Loans/Landsafe Appraisal Inc.
07.2004 - 04.2007
- Resolved appraiser issues as they related to Landsafe payments for appraisal services rendered
- Processed source documents and exhibited knowledge of appraisal forms
- Scheduled appraisals and located appraisers nationwide
- Negotiated fees with approved appraisers
- Assisted with complex and challenging customer and/or production assignments
- Maintained departmental quality and productivity standards
- Provided excellent customer service
- Able to solve problems in a high-volume, production-oriented environment.
SALES ASSOCIATE/STOCKROOM SUPERVISOR
Aeropostale
6 2003 - 5 2004
- Provided customer service
- Cashier
- Met daily goals for sale generation
- Handled maintenance/recovery of floor and stockroom
- Distribute signage throughout the floor to promote sales
- Performed opening and closing procedures
- Recorded received shipments of new merchandise
- Prepare transfers of merchandise.
Education
ASSOCIATE OF ARTS IN BUSINESS -
Tarrant County College
Fort Worth, TexasHIGH SCHOOL DIPLOMA - undefined
Western Hills High School
Fort Worth, TexasSkills
Operations Management
Performance monitoring
Coaching and Mentoring
Quality Control
Teamwork and Collaboration
Problem-Solving
Team motivation
Analytical Thinking
Documentation And Reporting
Customer service and support
Negotiating
Certification
ADJUSTER PRE-LICENSING TRAINING, 05/2015, The Adjuster School - Eric Thomas, Irving, Texas
Licensing
- TX, 2022085, 12/31/2019
- UT, 609305, 12/31/2019
- MT, 3000076058, 12/31/2019
- CT, 002552351, 06/13/2019
- OK, 100261681, 12/31/2019
Capabilities
- Additional Software Experience: I-series, Lender Processing System, Sharepoint, Loan History Information Systems, Iportal, Service Request Manager, Strategic Reporting Platform, Microsoft Word, Microsoft Excel, Microsoft NetMeeting, Microsoft Outlook, Internet Explorer, LiveMeeting, CIWI, Mortgage Pay by Phone, Speedpay, Homebase, Homesaver, FMS Imaging, MICR, Lotus Notes, Excel, Microsoft Word, Aspect, BAPS, Aacer, Bankruptcy Notification Database, Insight, Equator
Software
Symbility
Navigator
Xactanalysis
Claims Connect
Timeline
Property Claims Team Lead - Liberty Mutual
Sedgwick Claims Management
02.2021 - 12.2023
Property Desk Adjuster - American Integrity
Sedgwick Claims Management
09.2019 - 02.2021
Claims Examiner - Liberty Mutual/Safeco
Pilot Catastrophe Inc.
05.2017 - 09.2019
Foreclosure Specialist
Nationstar Mortgage DBA Mr. Cooper
09.2015 - 04.2016
Foreclosure Specialist Lead
Bank Of America, Home Loans
11.2011 - 02.2015
Bankruptcy Specialist Lead
Bank Of America, Home Loans
01.2010 - 11.2011
Collector II
Countrywide Home Loans/Bank of America, Home Loans
05.2007 - 01.2010
Customer Account Representative II
Countrywide Home Loans/Landsafe Appraisal Inc.
07.2004 - 04.2007
Fast Path Desk Adjuster - Liberty Mutual/Safeco
Pilot Catastrophe
4 2016 - 5 2017
SALES ASSOCIATE/STOCKROOM SUPERVISOR
Aeropostale
6 2003 - 5 2004
ASSOCIATE OF ARTS IN BUSINESS -
Tarrant County College
HIGH SCHOOL DIPLOMA - undefined
Western Hills High School