Joshua White

While in this role, my primary job function was to investigate potential fraud within the Glass and ERS department. Being the first associate hired for this position, I was also tasked with creating the procedures that I and my teammate would use to find potential fraud. As a team currently, we still use a large percentage of these procedures. While in this role, I have been happy to be a part of multiple large-scale litigation projects where I have been responsible for upwards of 15 associates for multiple weeks, while they gathered the necessary documents and materials for our Glass Litigation team in Lakeland. I was the go-to contact person for these associates and our management team and would be responsible for keeping track and the progress made of the associates and their work. I have gained so much from these projects with regards to leadership and thriving in a team environment within a leadership role.

While in Glass Billing, I did a wide variety of different procedures to make sure the Billing side of the Glass department was worked correctly. I had direct contact with a large number of Glass Shops, I would manually audit the claims that the ATLAS system rejected for payment, I worked the Reimbursement Box for policy holder direct reimbursement, and I also was solely responsible for working rejected claims for Safelite directly. I gained valuable contacts within a large number of shops that has helped me understand our systems inner workings, and how to better help those outside of GEICO as well.

On the Glass INET team, I was responsible to working the KANA Queue where policy holders would send documents and email the Glass department directly about various issues or follow ups they had. I would then respond to the policy holders within a very short window of time to make sure the claim was being worked correctly. During this time, I was held to very high standard for my work output and accuracy, as even a small typo would affect my rating.

I took incoming calls and had initial contact with policy holders who had glass damage. I scheduled appointments, handled call backs, and took calls that were in the general scope of the Glass department. I was responsible for providing excellent customer service and being 100% accurate with my knowledge to best help the policy holder in their time of need.