Marion Frank
New Franklin,Ohio
Summary
Results-driven Claims Specialist with extensive experience in claims processing and client relationship management. Proven track record in enhancing customer satisfaction and effectively negotiating settlements.
Dynamic Claims Professional with a focus on team leadership and regulatory compliance. Expertise in developing training programs that improve operational efficiency and enhance staff performance. Committed to delivering exceptional customer service and driving client retention.
Detail-oriented Claims Specialist known for strong investigative and negotiation skills. Experienced in evaluating complex claims and ensuring compliance with industry regulations. Ready to leverage expertise to optimize claims processes and enhance client satisfaction.
Results-driven insurance professional with proven track record in claims management. Known for effectively resolving complicated claims and maintaining high standards of accuracy. Exceptional team collaborator with focus on adapting to changing needs and delivering reliable outcomes. Expertise in risk assessment and customer service.
Overview
1
1
Certification
45
45
years of professional experience
Work History
Insurance Claims Specialist
ESIS
Remote, New Franklin, Ohio
11.2021 - Current
- Evaluated and processed insurance claims for accuracy and compliance with company policies.
- Collaborated with clients to gather necessary documentation and information for claim resolution.
- Conducted thorough investigations to validate claim details and identify potential fraud.
- Developed training materials to improve team knowledge on claims procedures and regulations.
- Mentored junior staff on best practices for claim assessment and customer service techniques.
- Back for Team Leader for new loss assignments, assist with client inquiries and assist with training of new team members.
- Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
- Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
- Evaluated and settled complex insurance claims in strict timeframes.
- Maximized client retention by addressing concerns promptly and professionally, consistently demonstrating empathy and understanding during difficult situations.
- Expedited claim resolutions through effective negotiation with clients, adjusters, and other stakeholders involved in the process.
- Negotiated settlements effectively, ensuring fair outcomes for both client and claimants.
- Negotiated settlements effectively, ensuring fair outcomes for both client and claimants.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Claims Adjuster
TransGlobal Adjusting
Cleveland, OH
02.2017 - 11.2021
- Review COREAs, tenant and vendor contracts for viable tender opportunities.
- Evaluated and processed claims to determine coverage eligibility and settlement amounts.
- Collaborated with clients and professionals to gather necessary documentation for claim assessments.
- Participate in mediations.
- Analyzed complex claims to identify potential fraud and mitigate company risks.
- Conducted thorough investigations, including interviews, and evidence collection, to support claims decisions.
Manager, Claims Training & Development
National Interstate Insurance
Richfield, OH
01.2011 - 02.2017
- Developed and implemented strategic initiatives to improve customer service and satisfaction metrics.
- Mentored and trained staff on best practices for policy administration and claims processing.
- Collaborated with executive leadership to align departmental goals with organizational objectives.
- Facilitated training workshops focused on regulatory compliance and industry best practices.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Coordinated compliance objectives with Complaint Department and developed training programs to meet objectives.
- Managed and tracked WC and GL adjusters' licenses and compliance with CE courses.
Multi-line Claims Adjuster
Erie Insurance
Canton, OH
03.2001 - 10.2010
- Conducted thorough investigations, gathering evidence and documentation for claim resolution on first and third party claims.
- Investigated personal auto, homeowners, commercial auto and commercial property damages.
Claims Adjuster
Western Reserve Group
Wooster, OH
03.2000 - 03.2001
- Commercial and personal liability, injury and auto damages
Multi-Line Claims Adjuster
Erie Insurance
Silver Spring, MD
08.1998 - 03.2000
- Handled commercial and personal lines liability and auto claims
Continuing Unit Adjuster
GEICO, Government Employees Insurance
Fredericksburg, VA
03.1981 - 06.1998
- Claims Auditor
- Claims Trainer for new hires
- Claims Supervisor
- Call Center Supervisor
- Litigation Adjuster
- Claim Adjuster
- Customer Service Representative
Skills
- Medical terminology
- Decision-making
- Negotiation skills
- Negotiation and mediation
- Critical thinking
- Team collaboration
- Teamwork
- Training and mentoring
- Leadership support
Certification
- Licensed - NPR 7347873
AL, AZ, AR. CA, CT, DE, FL, GA, HI, ID, IN, KY, LA, ME, MI, MN, MS, MT, NC, NY, MN, NV, OK, PR, RI, SC, TX*,UT, VT, WA, WY
*Texas is my home state
Timeline
Insurance Claims Specialist
ESIS
11.2021 - Current
Claims Adjuster
TransGlobal Adjusting
02.2017 - 11.2021
Manager, Claims Training & Development
National Interstate Insurance
01.2011 - 02.2017
Multi-line Claims Adjuster
Erie Insurance
03.2001 - 10.2010
Claims Adjuster
Western Reserve Group
03.2000 - 03.2001
Multi-Line Claims Adjuster
Erie Insurance
08.1998 - 03.2000
Continuing Unit Adjuster
GEICO, Government Employees Insurance
03.1981 - 06.1998