JOANNA RAMOS

• Investigated, evaluated, negotiated, and adjusted low to moderately complex auto non-injury liability claims presented by or against insureds.
• Determined coverage and legal liability to equitably settle or defend claims in compliance with state requirements, policy language, and internal procedures.
• Collected statements, documents, reports, photos, and evidence to determine damages, assess liability and facilitate settlement of compensable claims.
• Resolved escalated claim issues through critical thinking, proactive problem solving, and appropriate claim handling decisions with authority guidelines.
• Supported workload surges and catastrophe operations, including significant overtime during designated events.
• Proficiently procured title to mitigate risk while adhering to compliance and regulatory standards.

• Communicated the total loss claims process, settlement values, and procedures to members and claimants via phone, email, and digital channels.
• Analyzed total loss claim information to ensure compliance with regulatory requirements, settlement guidelines, and policy limits.
• Evaluated and adjusted first- and third-party total loss settlements and negotiated excessive storage costs when applicable.
• Served as Delegated Manager for escalated calls, applying strong judgment and conflict resolution skills to complex member situations.
• Provided guidance to coworkers on total loss procedures and participated in mentoring opportunities.
• Selected as subject matter expert, handling first contact reports to ensure timely member contact and claim follow-up.
• Maintained compliance with state regulations and company policies throughout the total loss process, avoiding potential legal issues and penalties.

Claims Handling License- Insurance claims handling all lines

• Continuing education in [Subject]