MATTHEW BALTES
Spokane Valley
Summary
Diligent worker with robust background in evaluating and settling auto claims. Known for efficiently managing caseloads and resolving claims with accuracy, while ensuring compliance with company policies. Demonstrated proficiency in negotiation and customer service, consistently achieving positive outcomes and maintaining high client satisfaction.
Overview
14
14
years of professional experience
Work History
Auto Claims Adjuster
Liberty Mutual
Spokane Valley, WA
08.2021 - 12.2024
- Evaluated auto claims to determine coverage applicability and settlement amounts.
- Collaborated with policyholders to gather necessary documentation and information.
- Analyzed repair estimates and vehicle damage assessments for accuracy and completeness.
- Communicated effectively with repair shops, medical providers, and legal representatives regarding claims status.
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process.
- Trained junior adjusters on best practices for claims assessment and customer interactions.
- Expedited claim settlements by maintaining open lines of communication with all parties involved, fostering trust, and ensuring a smooth process.
- Negotiated with claimants to settle claims.
- Issued payouts to claimants.
- Streamlined the claims process by effectively coordinating with repair shops and rental car companies.
Claims Processor
Liberty Mutual
Spokane Valley, WA
10.2016 - 08.2021
- Processed and documented incoming claims, ensuring accuracy and compliance with company policies.
- Collaborated with cross-functional teams to resolve complex claim issues efficiently.
- Managed electronic filing system for claims documentation, improving retrieval speed by implementing best practices.
- Analyzed workflow processes to identify areas for improvement, resulting in enhanced efficiency in claims handling.
- Continually sought opportunities for personal and professional growth, staying informed of industry trends and participating in relevant training sessions.
- Improved customer satisfaction levels by promptly addressing concerns and providing clear explanations of claim decisions.
- Established rapport with clients through active listening, helping them feel heard and supported throughout the claims process.
- Handled sensitive client information with discretion, adhering to strict privacy policies and confidentiality standards at all times.
- Contributed to a positive work atmosphere by actively participating in team meetings and openly discussing challenges and potential solutions.
- Assisted in training new Claims Intake Specialists, sharing best practices for efficient workflow management.
Call Center Representative
Safeco
Spokane Valley, WA
02.2016 - 10.2016
- Managed high-volume inbound calls, providing exceptional customer service and resolving inquiries efficiently.
- Assisted customers with policy questions, ensuring compliance with company protocols and enhancing client satisfaction.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Light Duty Tow Truck Operator
Hamner Towing
Corona, CA
04.2011 - 10.2015
- Operated various tow trucks for effective vehicle recovery and transportation.
- Assisted customers with towing needs, ensuring prompt service and satisfaction.
- Conducted routine safety inspections on equipment to maintain operational readiness.
- Collaborated with dispatchers to optimize response times and route planning.
- Resolved on-site challenges by assessing situations and implementing effective solutions.
- Recovered vehicles, completed private tows, and managed involuntary pick-ups on behalf of business and law enforcement professionals.
- Assisted in accident scene management, helping to clear roadways and ensure the safety of all involved parties.
- Provided support to law enforcement agencies during incidents requiring towing or impound services, facilitating smooth operations on scene.
- Conducted towing, lockout and jump start / battery replacement services for AAA customers.
- Consistently top representative at selling repairs to our in-house auto repair shop.
Education
No Degree - Computer Science
Riverside Community College
Riverside, CAHigh School Diploma -
Corona Senior High School
Corona, CA05-2004
Skills
- Claims handling
- Policy interpretation
- Claims Liability Investigation
- Insurance regulations knowledge
- Computer Savvy and can quickly learn any system provided
- Proficient with Microsoft Office programs (Word, Excel, PowerPoint)
- Great communication skills with customers and other employees
Accomplishments
- Thoroughly tested and assisted in introducing new claims intake software that is now used across the country.
- Used Microsoft Excel to develop a tracking sheet for claim errors to troubleshoot processes and assist in streamlining the customer claims process.
- Supervised team of junior staff members and assisted with on-the-job training.
- Customer Relations - Earned highest marks for customer satisfaction for multiple month-long competitions as a Claims intake representative.
- The "go-to" representative on the team for resolving customer complaints.
Timeline
Auto Claims Adjuster
Liberty Mutual
08.2021 - 12.2024
Claims Processor
Liberty Mutual
10.2016 - 08.2021
Call Center Representative
Safeco
02.2016 - 10.2016
Light Duty Tow Truck Operator
Hamner Towing
04.2011 - 10.2015
No Degree - Computer Science
Riverside Community College
High School Diploma -
Corona Senior High School