Summary
Overview
Work History
Education
Skills
Timeline
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Lontreia Thomas

Lontreia Thomas

Little Elm,TX

Summary

Ethical Auto Claims Adjuster with excellent customer service skills to take on multiple cases while meeting strict deadlines. Adept at determining the level of loss for auto claims cases and deciding on a fair compensation for clients. Strong organizational and communication traits. Claims Adjuster with deep experience in confidential litigation claims. Superbly positioned to investigate, evaluate and settle bodily injury and property damage claims. Excellent abilities to decipher fraudulent activities, analyze data, confer with legal counsel and communicate with TPA brokers to gain details for processing claims. Detail-oriented professional with experience in developing financial models and reports. Offers great budgeting, forecasting and cost analysis skills.

Overview

9
9
years of professional experience

Work History

Senior Subrogation Specialist

AFNI
09.2023 - Current
  • Negotiated settlements with responsible parties, obtaining favorable terms for the company while minimizing legal costs.
  • Enhanced team productivity by providing ongoing training and support to junior subrogation specialists.
  • Mentored new hires on best practices within the industry, fostering a culture of continuous improvement within the team.
  • Stayed current on industry regulations, ensuring all claim handling practices were in compliance with relevant laws and guidelines.
  • Coordinated closely with claims adjusters to gather pertinent information and documentation for effective subrogation pursuit.
  • Improved communication between internal departments by establishing clear reporting guidelines and procedures.
  • Streamlined processes for identifying potential subrogation opportunities, improving case outcomes.
  • Identified areas of potential process improvement, implementing changes that led to increased efficiency and effectiveness within the team.
  • Conducted detailed investigations into loss events to determine liability and maximize recovery potential.
  • Participated in regular team meetings, sharing insights on best practices and emerging trends within the field of subrogation management.
  • Managed a diverse portfolio of subrogation claims across various lines of business, ensuring timely resolution and optimal recoveries.
  • Collaborated with legal teams to develop strong cases for litigation, leading to successful judgments in favor of the company.
  • Maintained comprehensive records of all case activities, ensuring thorough documentation for future reference or further action if necessary.
  • Analyzed complex claims data to identify trends and patterns, informing strategic decisions on pursuing subrogation opportunities.
  • Implemented quality control measures to ensure accuracy and consistency in claim handling processes, reducing errors and oversights.
  • Increased recovery rates by implementing efficient subrogation strategies and negotiation tactics.
  • Provided exceptional customer service when interacting with claimants or other stakeholders throughout the claims process.
  • Leveraged industry knowledge to provide expert guidance on complex or contentious cases, resulting in successful resolutions for the organization.
  • Developed relationships with external partners, including insurance carriers and attorneys, to facilitate effective case resolution.
  • Built and established relationships with clientele to improve future business opportunities.
  • Developed and maintained database of financial records for clients.
  • Produced financial statements and reports to comply with regulations.
  • Advised clients on financial matters and recommended investments.
  • Evaluated financial performance of clients and identified potential areas of improvement.
  • Negotiated and managed financial contracts with vendors and suppliers.

Auto Claims Adjuster

GEICO
08.2020 - 11.2022
  • Negotiated with claimants to settle claims
  • Examined photographs and surveillance and any other documents relating to claims
  • Issued payouts to claimants
  • Documented all findings in concise reports
  • Evaluated and investigated over 5000 auto claims in 2021 and decided whether insurer should pay claim
  • Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes
  • Documented vehicle damage and submitted photographs and in-depth reports to claims department for effective processing
  • Identified suspicious claims, escalating issues SIU for further investigation and analysis
  • Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents
  • Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Carried out day-day-day duties accurately and efficiently
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Worked flexible hours; night, weekend, and holiday shifts
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
  • Examined claims forms and other records to determine insurance coverage
  • Verified insurance claims and determined fair amount for settlement
  • Evaluated insurance policies and analyzed damages to determine coverage
  • Answered customer questions regarding deductibles
  • Prepared summaries of damage, payments and policy coverage
  • Reviewed police reports, medical treatment records and physical property damage to determine extent of liability
  • Documented all investigation activity and presented reports to management
  • Answered questions posed by insured and attorneys
  • Conducted comprehensive interviews of witnesses and claimants to gather facts and information
  • Substantiated legitimate claims and denied unjustified claims
  • Reviewed new files to determine current status of injury claim and to develop plan of action
  • Reviewed and analyzed suspicious and potentially fraudulent insurance claims
  • Investigated claims involving potential and suspected fraudulent activities
  • Maintained contact with claimants and attorneys to determine treatment status
  • Analyzed information gathered by investigations to report findings and recommendations
  • Partnered with legal counsel on litigation cases
  • Interviewed agents and claimants to correct errors or omissions and investigate questionable claims
  • Collaborated with claims department and industry anti-fraud organizations to resolve claims
  • Organized, planned, and documented materials for Bodily Injury claims
  • Reported to management on customer problems, field conditions, safety issues and policy problems
  • Followed up on potentially fraudulent claims initiated by claims representatives
  • Followed up with insured individuals regarding premium and deductibles payments
  • Reviewed field inspections and coordinated all insurance claim audits
  • Compared data from surveillance footage to data on medical reports
  • Collected [Type] information from customers to complete claims and legal files
  • Monitored 650-clients caseload for each quarter
  • Established productive working relationships with public officials and law enforcement officers
  • Investigated legal issues pertaining to Liability and Bodily Injury claims
  • Collected premiums on all direct collection files
  • Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
  • Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
  • Established an effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
  • Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
  • Utilized strong negotiation skills to settle disputed liability cases in a fair and reasonable manner, ultimately minimizing company exposure to financial risk.
  • Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
  • Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process.
  • Negotiated with claimants to settle claims.
  • Issued payouts to claimants.
  • Contributed to continuous improvement initiatives within the department by sharing insights gained from personal experience and ongoing professional development activities.
  • Increased overall efficiency in claims handling by utilizing advanced technology tools for documentation, record-keeping, and data analysis.
  • Maintained strong relationships with key stakeholders such as adjusters, agents, repair facilities, medical providers, and legal representatives for seamless collaboration throughout the claims process.
  • Improved departmental workflow by implementing best practices in claims handling procedures, leading to more accurate assessments and quicker resolutions.
  • Managed a high volume caseload without sacrificing quality or timeliness in delivering resolutions to clients'' auto accident-related issues.
  • Ensured regulatory compliance in all aspects of the auto claims process by staying up-to-date on industry laws and regulations.
  • Negotiated fair settlements with both customers and third-party claimants, balancing empathy with fiscal responsibility to protect company assets.
  • Examined photographs and surveillance and any other documents relating to claims.
  • Conducted thorough investigations of auto accidents to accurately determine liability.
  • Strengthened relationships with repair vendors, ensuring quality repairs at competitive prices.
  • Managed portfolio of claims from initiation to closure, ensuring all customer interactions were handled professionally.
  • Negotiated settlements with claimants and repair facilities to control costs while maintaining high levels of customer satisfaction.
  • Coordinated with law enforcement and legal teams to gather necessary documentation for fraud investigations.
  • Improved team productivity with implementation of new digital documentation system.
  • Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
  • Accelerated claims review process, ensuring timely payments and customer support.
  • Assessed complex claims and accurately determined value of damages.
  • Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
  • Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
  • Kept current on insurance regulations, laws, policies and procedures.
  • Successfully negotiated settlements with claimants and insurers.
  • Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
  • Created detailed assessments of damages to property and vehicles.
  • Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
  • Analyzed complex data and prepared accurate and comprehensive reports for clients.
  • Increased accuracy in claims assessment by regularly attending advanced training in vehicle repair and valuation.
  • Documented all findings in concise reports.
  • Streamlined the claims process by effectively coordinating with repair shops and rental car companies.
  • Expedited claim settlements by maintaining open lines of communication with all parties involved, fostering trust, and ensuring a smooth process.
  • Mitigated potential litigation risks through careful attention to detail in documenting evidence gathered during investigations and claim evaluations.
  • Enhanced interdepartmental collaboration, resulting in more cohesive approach to claims management.
  • Enhanced customer satisfaction by providing empathetic and clear communication throughout claims process.
  • Advocated for customers, ensuring they received fair and prompt settlements for their claims.
  • Maintained high levels of customer trust by ensuring all claims were processed within promised timeframes.
  • Improved operational efficiency, adopting new technologies for claims processing and communication.
  • Resolved complex claims efficiently, leveraging extensive knowledge of auto insurance policies and coverage.

Underwriter Assistant

Chubb
01.2017 - 06.2019
  • Responded to customer requests via telephone and email and effectively answered questions and inquiries
  • Copied, logged and scanned supporting documentation and placed all information in client files
  • Controlled loss by assessing risk, conducting system analysis and recommending policy solutions
  • Reviewed applications for insurance coverage and reports from loss control specialists to determine risks
  • Supported review, acceptance or denial of new or renewal business by providing Commerical quotes to Underwriter and Customer
  • Provided high level of assistance to Underwriter and Commerical Customer Service Agents by helping with review, classification, coding and rating of applications
  • Assisted Underwriters by calculating group and individual renewal rates based on customers' background, industry and demographic information
  • Met with customers, agents and brokers to negotiate coverage, price and service delivery
  • Verified data integrity and accuracy
  • Calculated group and individual renewal rates based on customers background, industry and demographic information
  • Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
  • Documented underwriting decisions and provided evidence of compliance with applicable regulations.
  • Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
  • Made approval and denial recommendations by determining accurate risk levels.
  • Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.
  • Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
  • Examined credit reports, financial statements and tax returns to determine repayment capability.
  • Improved risk assessment accuracy by conducting thorough reviews of loan applications and financial documents.
  • Reduced company losses by identifying potential risks and recommending appropriate mitigating measures.
  • Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
  • Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
  • Built strong relationships with lenders, brokers and clients for constructive communications.
  • Assisted in developing training materials used to educate new hires on essential job functions, contributing to their successful onboarding and integration into the team.
  • Increased customer satisfaction through timely communication and efficient handling of loan applications.
  • Assessed and advised on loan applications utilizing in-depth underwriting process understanding.
  • Achieved faster turnaround times in application processing by optimizing workflows within the underwriting department.
  • Collaborated with sales teams to develop competitive pricing strategies for new products, increasing market share.
  • Ensured compliance with regulatory requirements through diligent monitoring of industry changes and updating internal policies accordingly.
  • Enhanced policyholder retention with personalized underwriting approaches tailored to individual needs.
  • Secured competitive advantage by staying informed of market trends and regulatory changes affecting underwriting.
  • Improved operational efficiency, automating routine tasks to focus on complex underwriting cases.
  • Enhanced customer satisfaction, providing detailed explanations on underwriting decisions and policy benefits.
  • Developed comprehensive training program for new underwriters, significantly improving team skill levels.
  • Fostered strong relationships with brokers and agents to facilitate smoother application processes.
  • Achieved significant reduction in claim numbers with stringent yet fair underwriting policies.
  • Strengthened compliance with industry standards, conducting regular audits of underwriting procedures.
  • Achieved high levels of underwriter certification, demonstrating commitment to professionalism and continuous learning.
  • Reduced processing errors, implementing rigorous quality control checks at every stage.
  • Elevated company reputation by maintaining high accuracy in risk evaluation and policy pricing.
  • Reduced underwriting cycle times, prioritizing urgent applications and employing effective time management strategies.
  • Improved risk assessment accuracy by implementing advanced data analysis techniques.
  • Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
  • Evaluated applications to determine insurance coverage and appropriate risk classifications.
  • Analyzed data to identify trends and predict future insurance needs.
  • Collaborated with other professionals to develop innovative underwriting solutions.
  • Developed and implemented underwriting policies and procedures, establishing useful and accurate processing of applications.
  • Negotiated terms and conditions of coverage with clients to acquire maximum profitability.
  • Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
  • Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
  • Demonstrated adaptability by quickly mastering new software applications for various tasks.
  • Assisted managers in decision-making processes based on thorough research and analysis of available data.
  • Collaborated effectively with cross-functional teams to achieve shared goals in a timely manner.
  • Supported senior management to make informed decisions, conducting thorough market research.
  • Enhanced office efficiency by organizing and maintaining digital and physical filing systems.
  • Enhanced team collaboration, implementing centralized digital platform for document sharing and communication.
  • Ensured smooth day-to-day operations by managing email correspondence and promptly addressing inquiries.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Completed daily logs for management review.
  • Proofread and edited documents for accuracy and grammar.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Performed wide-ranging administrative, financial and service-related functions.
  • Managed data and correspondence to secure information across complex landscapes of organizational departments.

Property and Casualty Insurance Agent

AAA Of Texas
10.2015 - 01.2017
  • Customized existing insurance programs to suit individual client needs by analyzing specific requirements
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
  • Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling
  • Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process
  • Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques
  • Quoted and calculated premium rates for policies, using rate book, Atlas and calculator
  • Handled approximately 500+ outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage
  • Drove team revenue totals by bringing in top sales numbers
  • Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales 90%
  • Conducted research on insurance packages and investment options to generate client recommendations
  • Met with customers to provide information about available products and policies
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
  • Collected premiums on or before effective date of coverage
  • Met and exceeded revenue goals by 100% through generating new leads and identifying new clients
  • Contributed to team success by sharing best practices and collaborating on strategies to achieve shared goals.
  • Prepared detailed reports for management regarding sales performance, market trends, and competitor analysis to inform decision-making processes.
  • Increased new business acquisition by actively prospecting for potential clients through phone calls, emails, and networking events.
  • Negotiated favorable terms for clients during the claims process, resulting in higher claim payouts and satisfied policyholders.
  • Implemented effective cross-selling strategies to increase overall sales revenue by promoting additional insurance products to existing clients.
  • Streamlined administrative processes within the agency by implementing technology solutions that improved efficiency and reduced paperwork burden.
  • Established strong rapport with clients through consistent communication, building trust as their trusted advisor on insurance matters.
  • Assisted in the development of marketing materials that highlighted agency services and capabilities, attracting new customers and increasing brand awareness.
  • Developed strong relationships with underwriters to secure competitive premiums and coverage options for clients.
  • Provided expert advice on property and casualty insurance options, ensuring clients were well-informed to make educated decisions.
  • Attended industry conferences and workshops to stay current with emerging trends in property and casualty insurance markets.
  • Improved customer satisfaction by providing exceptional service and addressing policyholder concerns in a timely manner.
  • Maintained high client retention rates with regular follow-ups, personalized attention, and prompt resolution of issues.
  • Continually expanded knowledge of industry trends and regulatory changes to provide accurate information to clients.
  • Collaborated with agency partners to coordinate risk management strategies and provide comprehensive solutions for clients'' unique needs.
  • Developed customized insurance plans for clients that balanced coverage requirements with budgetary constraints, ensuring long-term satisfaction with policy choices.
  • Assisted clients in navigating the claims process, guiding them through each step and addressing their concerns along the way.
  • Generated quotes and proposals for clients to match individual needs.
  • Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
  • Provided comprehensive product knowledge and guidance to help clients on product selection.
  • Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
  • Followed up promptly with interested clients to close sales.
  • Developed sales strategies to increase sales of insurance policies.
  • Negotiated contracts with clients to establish best coverage with lowest cost.
  • Educated clients on insurance policies and procedures.
  • Analyzed customer needs to provide customized insurance solutions.
  • Met with customers to provide information about available products and policies.
  • Calculated premiums and established payment methods for sales.
  • Collected premiums on or before effective date of coverage.
  • Finalized sales and collected necessary deposits.
  • Analyzed risk factors to recommend appropriate coverage levels.
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Generated leads through cold-calling, networking and other outreach methods.
  • Conducted annual reviews of existing policies to update information.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Negotiated contracts and terms of sale with potential customers.
  • Identified and solicited sales prospects in agency databases.
  • Evaluated competitors' products and services to gain competitive advantage.
  • Developed and implemented promotional strategies to increase customer base.

Education

Associate of Science - Business

Upper Iowa University
05-2022

Skills

  • Risk Assessment
  • Onsite inspection skills
  • Database-savvy
  • Knowledgeable in Xactimate and Atlas
  • Organization and Time Management
  • Critical Thinking
  • Teambuilding
  • Clerical Support
  • Excellent Communication
  • Teamwork
  • Collaboration
  • MS Office
  • Strong negotiation skills
  • Team Leadership Qualities
  • Continuous learning mindset
  • Strategic Decision-Making
  • Critical thinking aptitude
  • Organizational capabilities
  • Professional Networking
  • Data Analysis Competence
  • Insurance law knowledge
  • Technical writing proficiency
  • Conflict resolution expertise
  • Advanced Analytical Skills
  • Litigation management experience
  • Ethical Conduct Understanding
  • Effective communication abilities
  • Expertise in subrogation
  • Industry-specific software knowledge
  • Claims investigation proficiency
  • Strong Work Ethic
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Organizational Skills
  • Team Collaboration
  • Team Leadership
  • Strategic Thinking
  • Active Listening
  • Effective Communication
  • Adaptability and Flexibility
  • Punctual and Dependable
  • Decision-Making
  • Client Relationship Building
  • Relationship Building
  • Operational Efficiency
  • Flexible Schedule
  • Goal Setting and Tracking
  • Task Prioritization
  • Self Motivation
  • Billing and Invoicing
  • Interpersonal Skills
  • Analytical Thinking
  • Conflict Resolution
  • Goal Setting
  • Professionalism
  • Interpersonal Communication
  • Strategic Planning
  • Sales strategy
  • Payments Processing
  • Cash Flow Management
  • Credit analysis
  • Time management abilities
  • Continuous Improvement
  • Adaptability
  • Written Communication
  • Administrative Support
  • Financial Reporting
  • Accounts Payable and Receivable
  • Risk Management
  • Records Management
  • Problem-solving aptitude
  • Asset Management
  • Fraud prevention
  • Market Research
  • Process Improvement
  • Portfolio Management
  • Information Verification
  • Risk Mitigation
  • Reports Generation
  • Client Retention
  • Data-Driven Solutions
  • Service Delivery
  • Quantitative Analysis

Timeline

Senior Subrogation Specialist

AFNI
09.2023 - Current

Auto Claims Adjuster

GEICO
08.2020 - 11.2022

Underwriter Assistant

Chubb
01.2017 - 06.2019

Property and Casualty Insurance Agent

AAA Of Texas
10.2015 - 01.2017

Associate of Science - Business

Upper Iowa University

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Lontreia Thomas