Joanna K. Rohde, MBA
Clarksville,TN
Summary
Tactful Claims Specialist with expertise in settlement preparation, claims processing and appeal filing. Diplomatic and personable professional accustomed to handling sensitive, confidential information and investigating complex liability claims. Committed to maintaining customer satisfaction and contributing to company success.
Overview
29
29
years of professional experience
Work History
Subrogation Specialist II
USAA
04.2014 - Current
- Manages portfolio of $15 million to $25 million yearly recoveries.
- Manages caseloads in excess of 900 monthly claims.
- Developed, coordinated, and led training to assist coworkers in company policies and procedures.
- Active arbitration panelist.
- Point of contact for State Farm block chain initiative.
- Managed relationships with third party vendors across payments, fraud, identity and chargebacks to leverage opportunities for improvement.
- Built and maintained relationships with cross-functional teams such as community management, product, claims, and security to drive strategic efforts in fraud prevention.
- Trained and mentored new and existing teammates.
Senior Loss Prevention & Fraud
Central Pacific Bank
05.2008 - 12.2017
- Reviewed loss prevention exception reports and cash discrepancies.
- Monitored loss prevention operations to minimize impact of shrink and identity theft and fraud.
- Reported investigation findings, areas of opportunity and future prevention techniques to drive loss prevention improvements.
- Conducted thorough investigations of theft-related issues with potential to impact company operations and objectives negatively.
- Recommended loss investigation procedures to commercial banking operations.
Non-Injury Adjuster
USAA
08.2012 - 04.2014
- Identified parties involved and specific details about incidents to ascertain claim value.
- Managed caseloads in excess of 300 monthly claims.
- Calculated incident causes estimated costs and recommended potential solutions.
- Resolved auto claims for insureds by providing relevant policy details.
- Investigated potentially fraudulent claims with focus on thoroughness, quality and cost control.
- Trained and mentored new and existing teammates.
Total Loss Adjuster
USAA
10.2010 - 08.2012
- Recommended settlement offers and negotiated payment arrangements.
- Managed caseloads in excess of 200 monthly claims.
- Drafted statement of loss to summarize damages, payments, and underlying policy coverage.
- Completed required investigations and referred files within established timeframes.
- Reduced loss ratios through fair and prompt processing of claims.
- Trained and mentored new and existing teammates.
Loss Mitigation Negotiator-High Risk Retention
PNC Mortgage
09.2009 - 09.2010
- Contacted borrowers to assess reason for default, individual intents and options for resolving issues.
- Worked with customers to put together plans focused on retaining property ownership.
- Conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Identified profitable opportunities based upon individual account criteria and underwriting standards.
- Presented and processed client loan documents and verified comprehension of essential language.
- Coordinated with attorneys, trustees, debtors and others to research estates in bankruptcy, probate or workout to minimize losses and maximize recoveries.
- Performed account documentation and recommended accounts to be reviewed for foreclosure, repossession, charge off, and or litigation.
- Negotiated settlements to maximize recovery and minimize losses.
Senior Call Center Manager
Hickam Federal Credit Union
05.2008 - 09.2008
- Set and managed performance benchmarks for call center employees.
- Motivated and promoted team employees from within for key leadership roles.
- Created, recommended and implemented policies and procedures for operational and staffing resources.
- Determined and formulated policies, procedure and business strategies to meet credit union growth objectives.
- Accomplished call center resource objectives in recruiting, selecting and orienting new employees.
Relationship Banker-Managing Officer
JP Morgan Chase
09.2000 - 09.2003
- Advised customers on bank products, services and financial planning options through cross selling options for managing financial transactions by leveraging technology tools and resources.
- Completed thorough and accurate documentations for money movements, deposits and withdrawals.
- Adhered to bank and legal guidelines for reporting, loan approvals and money handling.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
- Participated in training and mentoring of new associates, assisting with onboarding.
- Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
- Resolved discrepancies concerning customer’s accounts improving customer satisfaction.
- Complied with daily branch security procedures and protocols when opening and closing branch and vault.
Senior Sales Associate
Alaska USA Federal Credit Union
07.1996 - 09.1999
- Built and maintained new and established member relationships with exceptional communication, personalized interactions and friendly attentive service.
- Operated point of sale equipment and returned cash, coin, payment cards and receipts to members.
- Educated junior associates on sales plans, personal goals and incentives to motivate them.
- Mentored new and existing employees on credit union standards, member service techniques and effective sales strategies.
- Demonstrated new products to members by allowing members to visually see how products work and sampling.
- Led designated territory, including accounts, account relationships, prospect profiling and sales cycles.
- Developed and delivered comprehensive business plans to address member and prospects priorities and pain points.
- Maintained CRM system with accurate member and pipeline information.
- Ensured account teams were well versed in each account’s strategy and well positioned for all member touchpoints and events.
Education
MBA - Business Administration
Texas A&M
San Antonio, TX2018
BA - Business Administration
University of Hawaii
Kapolei, HI2007
Skills
- Industry Trends
- Liability Determinations
- Customer Satisfaction
- Communications Strategies
- Regulatory Guidelines
- Investigation Documentation
- Insurance Fraud Expertise
- Operational Efficiency
- Legal Support
- Production Goals
- Claims Investigations
- Negotiation and Mediation Skills
Timeline
Subrogation Specialist II
USAA
04.2014 - Current
Non-Injury Adjuster
USAA
08.2012 - 04.2014
Total Loss Adjuster
USAA
10.2010 - 08.2012
Loss Mitigation Negotiator-High Risk Retention
PNC Mortgage
09.2009 - 09.2010
Senior Loss Prevention & Fraud
Central Pacific Bank
05.2008 - 12.2017
Senior Call Center Manager
Hickam Federal Credit Union
05.2008 - 09.2008
Relationship Banker-Managing Officer
JP Morgan Chase
09.2000 - 09.2003
Senior Sales Associate
Alaska USA Federal Credit Union
07.1996 - 09.1999
MBA - Business Administration
Texas A&M
BA - Business Administration
University of Hawaii
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