MARILYN MILTON
6637 Emmy Ln, Apt 102, Wesley Chapel,FL
Summary
An accomplished and qualified professional with a comprehensive educational background and skills demonstrated through 18 years of experience. Business-minded with exemplary skills in customer service, time management and service coordination. Delivers exemplary customer and client satisfaction. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Establishes and maintains strategic relationships. Provides supportive assistance to teams, cultivates and builds the workforce and the company brand by collaboratively engaging the leaders, talent support, and employees.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Subrogation Specialist I – Arbitration Applicant
United Services Automobile Association, USAA
09.2021 - Current
- Evaluated liability determinations using critical thinking skills combined with industry knowledge, leading to accurate assessments of fault distribution.
- Negotiated settlements with responsible parties, securing favorable outcomes for clients.
- Assisted in creating company-wide guidelines on standard operating procedures for subrogation processes.
- Implemented process improvements that enhanced workflow efficiency within the subrogation department.
- Provided training and mentorship to junior staff members, fostering professional growth and a strong team dynamic.
- Collaborated with legal teams to prepare cases for litigation, ensuring comprehensive documentation and well-organized files.
- Participated in cross-functional team meetings to share insights and collaborate on strategies for maximizing recovery efforts.
- Reviewed policy documents to determine coverage applicability in various subrogation scenarios.
- Managed a high-volume caseload while maintaining strict adherence to deadlines and quality standards.
- Utilized analytics tools to evaluate claim data patterns for better identification of potential subrogation targets.
Third Party Bodily Injury Adjuster
United Services Automobile Association
03.2014 - 09.2021
- Managed complex bodily injury claims, applying strong analytical skills to determine appropriate resolutions.
- Developed comprehensive knowledge of policy contracts, relevant laws and regulations pertaining to bodily injury insurance claims handling.
- Provided auto/casualty claims service to members and third-party customers in a fast pace environment while meeting strict deadlines.
- Obtained recorded statements, police reports and generates discovery reports.
- Assisted in audit and remediation projects.
- Maintained quality and compliance standards.
- Prepared files for litigation, attended mediations, and trials for states in the Southeast Region.
- Ensured that all service goals were met or exceeded while performing and achieving personal development goals.
Injury Adjuster – Claims Communication Center Overnight
United Services Automobile Association
10.2020 - 07.2021
- Delivers online overnight support to members for all 3rd and 1st party injury claims levels to include but not limited to setting appraisals, rentals, and tow, total loss processing, issuing payments, sending correspondences, addressing coverage issues, resolving and complaints
- Serves as a Culture Champion
- Provides auto casualty claims service including via internal channels (phone/email/fax/mail/other electronic channels) to members
- Acquires and applies developing knowledge of P&C insurance industry products, services, and processes to include P&C insurance policy contracts and coverages, and USAA claim handling process and procedures
- Collaborates with team members to resolve issues and to identify appropriate issues for escalation
- Supports workload surges and/or Catastrophe Operations as needed to include working significant overtime during designated CATs and procedures.
Subrogation Specialist II – Arbitration Panelist Rotation
United Services Automobile Association
05.2019 - 10.2020
- Settled and resolved disputes for fellow member of arbitration in support of our 1:1 ration that for every one arbitration filed, one case is heard
- Support new panelist in their onboarding process by shadowing, and assist in difficult case reviews
- Contributes to Arbitration Forums by doing weekly Panel of Three Hearing and Personal Representative cases
- Assist Business Process consultants and intelligence analyst by providing a clear understanding of each role within subrogation and its duties
- Pulse representative and Culture champion for the team helping create comfortable conditions for all to succeed, taking feedback and reporting concerns to the director in monthly meetings
- Lead discussions on diversity and social unrest
- Train and onboard new panelists as well coach them on self-development
- Conduct interview preparation with non-injury and injury adjusters
- Collaborates with other team members and panelists for innovation projects
- Serves as the designated PULSE representative
- Serves as a Culture Champion.
Non-Injury Claims Adjuster
United Services Automobile Association
03.2012 - 03.2014
- Oversaw investigations, evaluations, negotiations, and adjusted auto claims presented by members that involved no injuries or property damage exposures, documenting the claim while addressing immediate questions regarding the claims process
- Assigned the loss to the appropriate diary for the Southeastern states (Florida, Georgia, Alabama, Tennessee, North Carolina, South Carolina and Virginia).
Claims Representative
United Services Automobile Association
05.2011 - 03.2014
- Oversaw investigations, evaluations, negotiations, and adjusted auto claims presented by members that involved no injuries or property damage exposures, documenting the claim while addressing immediate questions regarding the claims process
- Assigned the loss to the appropriate diary for the Southeastern states (Florida, Georgia, Alabama, Tennessee, North Carolina, South Carolina and Virginia).
Education
Master of Business Administration - Human Resource Management
Capella University
11.2016
Bachelor of Science in Business Administration -
Arizona State University
01.2011
Certified Professional Coach -
World Coach Institute
01.2019
Certified Transformational Nutrition Coach -
Institute of Transformational Nutrition
01.2020
Lean Six Sigma Yellow Belt -
USAA
01.2016
Certified Diversity Professional -
National Diversity Council
01.2020
Skills
- Leadership
- Collaborative
- Engaging
- Multi-Faceted
- Detail and Solution-Oriented
- Coaching and Mentoring
- Strong Communicator
- Claims Management Proficiency
- Legal Terminology Understanding
- Complex Problem-Solving
Accomplishments
- Culture Champion
- Created training/onboarding process for new Arbitration Panelist
- Lead discussions in the Subrogation Town Hall on the Culture Shifts
- Lead conversations surrounding Diversity and Inclusion
- Lead team meetings/huddles
- Recognized by Senior Vice President Sean Burgess, Vice President Elizabeth Gulick, Director Kimberly Stafford, and multiple leaders
- Former PIT Member and PULSE Representative
Certification
- Certified Diversity Professional, National Diversity Council - 2020
- Certified Transformational Nutrition Coach, Institute of Transformational Nutrition - 2020
- Certified Professional Coach, World Coach Institute - 2019
- Lean Six Sigma-Yellow Belt -Training - 2016
Timeline
Subrogation Specialist I – Arbitration Applicant
United Services Automobile Association, USAA
09.2021 - Current
Injury Adjuster – Claims Communication Center Overnight
United Services Automobile Association
10.2020 - 07.2021
Subrogation Specialist II – Arbitration Panelist Rotation
United Services Automobile Association
05.2019 - 10.2020
Third Party Bodily Injury Adjuster
United Services Automobile Association
03.2014 - 09.2021
Non-Injury Claims Adjuster
United Services Automobile Association
03.2012 - 03.2014
Claims Representative
United Services Automobile Association
05.2011 - 03.2014
Master of Business Administration - Human Resource Management
Capella University
Bachelor of Science in Business Administration -
Arizona State University
Certified Professional Coach -
World Coach Institute
Certified Transformational Nutrition Coach -
Institute of Transformational Nutrition
Lean Six Sigma Yellow Belt -
USAA
Certified Diversity Professional -
National Diversity Council
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