JOSE MENDEZ
The Colony
Summary
Detail-oriented Auto Liability Adjuster with strong expertise in investigating, evaluating, and resolving complex auto claims while delivering empathetic, customer-focused service. Experienced in reviewing documentation, verifying coverage, and issuing accurate liability decisions across high-volume caseloads. Brings a background as a licensed P&C Team Lead with strengths in quality assurance, escalation resolution, customer retention, and workflow improvement. Proven ability to manage time-sensitive tasks, maintain regulatory compliance, and ensure a seamless claims experience.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Auto Liability Adjuster
Gainsco Auto Insurance
Richardson
06.2025 - Current
- Investigate auto liability claims by gathering proof of loss, reviewing submitted documentation, and obtaining additional information from claimants, witnesses, employers, and other insurers.
- Resolve claims by determining coverage, assessing liability, calculating benefits owed, and issuing approvals, payments, or denial letters as appropriate.
- Manage a high-volume caseload with strong time management, multi-tasking, and organizational skills.
- Collect and analyze key claim materials including recorded statements, police reports, repair estimates, and supporting documents to drive accurate and prompt claim decisions.
Team Lead, Customer Service (Licensed P&C Agent)
Gainsco Auto Insurance
Richardson
12.2024 - 06.2025
- Oversaw daily operations to enhance team productivity and ensure adherence to quality standards.
- Delivered tailored coaching and mentoring, providing performance feedback to facilitate continuous development.
- Resolved complex customer concerns efficiently, fostering trust and increasing retention rates.
- Managed specialized cases including payment reversals and sensitive email correspondence with precision.
- Collaborated with leadership to identify operational gaps and report system issues for improved execution.
- Led initiatives focused on customer retention and service process enhancements.
- Served on Training Advisory Committee to develop content, address knowledge gaps, and optimize education effectiveness.
Customer Service Representative (Licensed P&C Agent)
Gainsco Auto Insurance
Richardson
08.2023 - 12.2024
- Delivered high-quality customer service in fast-paced, high-volume environments, managing 80+ daily interactions while consistently exceeding quality assurance benchmarks.
- Collaborate with State Farm Agents, Gainsco Sales Leaders, and Underwriting to execute policy endorsements, cancellations, DMV filings, and complex multi-broker reinstatements in compliance with state regulations.
- Resolved billing, payment, and policy inquiries with precision and empathy, earning top customer satisfaction scores.
- Maintained accurate policy documentation of support compliance, underwriting actions, and service level standards.
- Maintained accurate documentation of policy support compliance and underwriting actions.
- Exceeded quality assurance benchmarks consistently through effective service delivery.
- Streamlined processes to enhance operational efficiency while maintaining service level standards.
Claims Adjuster
State Farm
Richardson
09.2022 - 02.2023
- Evaluated coverage, liability, and damages using in-depth knowledge of state regulations, policy language, and claims best practices to provide timely and accurate claim resolutions.
- Communicated clearly and professionally with claimants, insureds, attorneys, and vendors to manage expectations and guide stakeholders through the claims process.
- Maintained high compliance standards by adhering to state regulations, internal guidelines, and documentation requirements across all assigned claims.
- Delivered exceptional customer care by conducting thorough investigations into property damage claims, ensuring accurate fact-finding and fair outcomes.
Education
High School Diploma -
Oakdale High School
Oakdale, CASkills
- Customer satisfaction and retention
- Escalation management and resolution
- Team coaching and leadership
- Policy management and underwriting
- Claims investigation and settlement
- AS400 system operations
- Windows operating system
- Microsoft 365 suite
- OneSpan application
- Guidewire software
- Interaction Desktop platform
Certification
- All Lines Adjuster License (2922056)
- Personal Lines Property and Casualty Agent License (3206043)
Languages
- English (Fluent)
- Spanish (Fluent)
Timeline
Auto Liability Adjuster
Gainsco Auto Insurance
06.2025 - Current
Team Lead, Customer Service (Licensed P&C Agent)
Gainsco Auto Insurance
12.2024 - 06.2025
Customer Service Representative (Licensed P&C Agent)
Gainsco Auto Insurance
08.2023 - 12.2024
Claims Adjuster
State Farm
09.2022 - 02.2023
High School Diploma -
Oakdale High School