Kanitra Brooks
Dallas,TX
Summary
Collaborative and adaptable leader with a proven track record of managing claims processes, developing strategies to mitigate risks, and leading teams to achieve operational excellence. Strong role model with exceptional work ethic who leads by example to meet enterprise goals. Humble and authentic mentor who maintains a personal and professional growth mindset.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Claim Team Manager PIP/MPC
State Farm Insurance
08.2022 - Current
- First line Supervision of Claim Associates, including hiring, coaching, performance management and salary administration
- Educate team members on company procedures, applicable federal/state laws and legal requirements and monitor for compliance
- Review and controls the teams claims activities and serves as a resource when determining coverage
- Monitor service levels and collaborate with workforce partners to adjust schedules to meet Service Level Objectives (SLO)
- Monitors compliance with company procedures, applicable federal/state laws and legal requirements
- Oversaw a significant reduction in claim disputes through proactive management and clear communication of expectations.
- identify and address training needs on an ongoing basis; provide frequent performance feedback.
Leadership Development Associate (LDA) - Supervisor SALIR
06.2021 - 07.2022
- Educate team members on policies, procedures, laws
- Rules and regulations applicable to the job and monitors for compliance
- Conduct management open and closed assignment reviews to confirm responses to request are accurate and compliant
- Provide management direction to team members as necessary
- Review referral requests to legal counsel and monitors ongoing referral activities
- Conducts coaching sessions with SALIR team members per established expectation
- Ensure adherence to Standard Claim Processes (SCP) by team members
- Monitor Service Level Objective (SLO) compliance
- Analyze trends and statistical reports, and provides recommendations for improving efficiency and effectiveness within assigned area
- Report to appropriate parties any compliance deviations and makes corrections promptly and appropriately
- Direct corrective action of escalated issues
- Communicate with team members, business partners, external customers, and vendors
- Assist with the budget planning process
- Mentors others, either formally or informally.
SIU Claim Specialist
09.2018 - 06.2021
- Review auto/fire claims referred to SIU to determine if the claim meets the criteria for SIU handling, analyze information and route to appropriate area for resolution
- Conduct background investigations pertinent to the claim by utilizing various internal and approved external sources
- Review auto/fire claims referred to SIU to determine if the claim meets the criteria for SIU handling, analyze information and route to appropriate area for resolution
- Conduct background checks, discussions with agency and underwriting and updates NICB indicators of fraud as appropriate
- Analyze mechanism of injury by way of review of medical bills, reports, contact with providers, and use of IME/utilization reviews to establish appropriate loss amounts
- Proactive claim handling and collaboration with attorneys leading to successfully management of litigation claims resulting appropriate litigation cost all while establishing a defensible strategy
- Serve as subject matter expert for Injury based evaluations and jurisdictional matters in GA and IL
- Farm and Ranch, Rental, Personal Articles Policy losses, Foreclosures, Litigation, Alternative Dispute, Resolution (ADR), Appraisals Auto: SIU- Injury, Subpoena and Litigation Request (SALIR), PIP/MPC.
Claim Specialist - WCCS Stewardship- Centralized Investigative Team
09.2014 - 09.2018
- Provided solutions to resolve customer concerns prior to proceeding with appraisal using estimate reconciliation, additional inspection, engineering reports
- Educate Insured(s) regarding policy provisions and the appraisal process
- Ensure appraisal demand meet jurisdictional requirements
- Monitored and managed the appraisal process, including ongoing litigation
- Collaboration with consulting services and legal to create Standard Claim practices, letters and documents applicable to appraisals and foreclosure claims
- Administration of appraisal award to confirm jurisdictional and policy provisions are followed
- Investigation and resolution of customer concerns regarding Agency Commitment Claims resulting in avoiding detrimental reliance or bad faith actions, as well as customer retention and increase confidence in the State Farm brand
- Foreclosure Claim Handling.
Development Associate Team Manager - WCCS Team Managed
08.2015 - 07.2016
- Led 9 Claim Specialist and 1 Claim Associate toward desired individual, team and department goal
- Participated in Weather/ Catastrophe planning and response
- Reviewed claim files, applies knowledge of Fire claim policies, statutes, laws, regulations, programs, practices, and procedures to provide guidance on quality claim handling
- Made decisions and provided direction as appropriate regarding, claim valuation, settlement negotiations, and policy provision
- Served as a resource for standard claim processes and is responsible for adherence to workflows/processes
- Resolved escalated inquiries including complaints
- Communicated and implemented Company policies, claim procedures, applicable laws, statutes, regulations, and legal requirements
- Developed direct reports so they can provide a high level of customer service and be productive in their roles
- Performance evaluation and management assigned team members
- Served as a liaison between Fire Claims and other claim segments.
Catastrophe Claim Rep
04.2013 - 09.2014
- Resolved a high volume of catastrophe claims involving varied causes of loss according to policy provisions with efficiency and accuracy
- Intake of customer loss information involving diverse policy types including determining scope of loss by phone, alternative living arrangements, explaining coverage(s), business interruption, loss of rents, personal property inventories
- Estimate reconciliation
- Requested material samples for evaluation
- Leveraged subrogation and salvage potential as applicable
- Addressed complex coverage issues.
Education
Bachelor of Arts -
Texas Woman's University
06.2023
Chartered Financial Consultant (ChFC)
06.2023
Chartered Life Underwriter (CLU)
01.2017
Chartered Property Casualty Underwriter (CPCU)
01.2016
Associate in Claims (AIC)
01.2016
EOM Essentials LV 1 and 2
01.2016
Associate in Insurance (AIS)
01.2014
Certification
TX, WY, VT, RI, DE, NM, FL, SC, NC, NH, LA, KY, OK and GA
Claims Experience
- Fire: Hail Reconciliation Unit
- Team Managed
- Proof of Concept for WCCS
- Stewardship
- Commercial
Memberships Groups
- International Association of SIU
- International Association of Insurance Professionals (IAIP)
- WNET
- African American Forum (AAF)
Training Coaching
- Assist in the training and coaching of new Claim Specialists by equipping them with resources to enhance their investigative and analytical skill set resulting in effective and efficient claim handlers.
- Collaborated with Claim Associates to create a buddy system to foster and environment of trust resulting in Claim Specialist improved ability to leverage the skills and capability of SIU Claim Associates to improve customer outcomes.
Timeline
Claim Team Manager PIP/MPC
State Farm Insurance
08.2022 - Current
Leadership Development Associate (LDA) - Supervisor SALIR
06.2021 - 07.2022
SIU Claim Specialist
09.2018 - 06.2021
Development Associate Team Manager - WCCS Team Managed
08.2015 - 07.2016
Claim Specialist - WCCS Stewardship- Centralized Investigative Team
09.2014 - 09.2018
Catastrophe Claim Rep
04.2013 - 09.2014
Bachelor of Arts -
Texas Woman's University
Chartered Financial Consultant (ChFC)
Chartered Life Underwriter (CLU)
Chartered Property Casualty Underwriter (CPCU)
Associate in Claims (AIC)
EOM Essentials LV 1 and 2
Associate in Insurance (AIS)
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