Matthew Stauffer
Lititz,PA
Summary
Knowledgeable Leader with solid background in claims management and team supervision. Supervised claims processing, ensuring accuracy and compliance, while fostering a collaborative work environment. Demonstrated problem-solving skills and effective communication in resolving claims issues.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Claim Supervisor
Gallagher Bassett
Remote
02.2022 - Current
- Supervises a team of claims adjusters.
- Managed adjuster workloads and performance to ensure efficient claims processing.
- Uses various metric driven tools and other Claim Operation reports to evaluate performance and identify problem areas in advance of them becoming service issues.
- Participate in compliance and best practice reporting.
- Review tenders and contracts with the carrier for coverage decisions.
- Evaluated performance using metric-driven tools and Claim Operation reports to proactively identify and address potential service issues.
- Defines team goals and communicates those goals to assigned staff.
- Motivated team members to achieve performance goals through effective communication and support.
- Ensures receipt and maintenance of appropriate licenses and/or certifications for themselves and all assigned staff for all states in which states are being handled.
- Communicate with clients, carriers and brokers in a professional, positive and proactive manner.
- Works collaboratively with all internal departments.
- Supported the recruitment process by participating in candidate interviews for potential new hire prospects.
Senior Resolution Manager
Gallagher Bassett
Remote
02.2022 - 02.2023
- Conducted investigations, evaluations, dispositions, litigation, and settlements for claims.
- Managed auto claims, commercial auto claims, and general liability claims.
- Exercises proper judgment and decision making to analyze the claims exposure, to determine the proper course of action and to appropriately settle the claim.
- Coordinated with various parties involved in the claim process to facilitate timely resolutions.
- Handles claims consistent with our clients and corporate policies, procedures and “Best Practices” and in accordance with any statutory, regulatory and ethics requirements.
- Interacts extensively with various parties involved in the claim process.
- Processed claims in alignment with client expectations, corporate policies, procedures, and best practices, ensuring compliance with statutory, regulatory, and ethical standards.
- Documents and communicates all claim activity timely and effectively and in a manner which supports the outcome of the claim file.
Senior Marketing Representative – Mid Atlantic Region
Berkshire Hathaway Homestate Companies
Pennsylvania
03.2021 - 02.2022
- Acts as marketing specialist visiting small to mid-sized agencies in the assigned territory.
- Delivered marketing information to agents on product opportunities, transaction processes with Company, and responses to inquiries about placing various Property Casualty insurance products.
- Participates in group agency meetings in various locations throughout the year to introduce new products and enhancements. Trains agents on new online product technologies and changes to existing online products.
- Distributes regular agent communication regarding product changes and enhancements via e-mail or in person.
- Initiated contact with prospective agencies to assess characteristics, qualifications, and interest levels in BHHC online products.
- Created interest and established a clear understanding of the business processes with BHHC.
- Communicates issues raised by individual agents as well as changes in the marketplace regarding competitors, coverage forms, pricing, and other items that may come up to management and company underwriters.
- Compiled and updated reports for underwriters and managers detailing agency calls, individual agency submission activities, and product binding results.
National Claim Agent Advocate
Encompass Insurance
Remote
01.2016 - 11.2020
- Assisted agents with policy-related inquiries and customer service issues to enhance service delivery
- Facilitated communication between agents and claims department nationwide
- Review and answer coverage questions
- Educated and trained Claims team on agent-related questions and needs to improve response accuracy
- Partner closely with the sales team to educate them on the policy in order to facilitate sales
- Collaborated with sales team to provide policy education, facilitating informed sales discussions
- Build relationships with Claim, Product, and Underwriting partners
- Work independently with agents nationwide both telephonically and in person
- Provided expert guidance on all Encompass policies to team members
- Managed approximately 6,000 inquiries each year from customers
Field Agent Advocate (FAA)
Encompass Insurance
Remote
07.2012 - 12.2015
- First FAA for Encompass Insurance
- Cultivated strong relationships with agents through regular communication and support
- Conducted in-person visits with agents nationwide to enhance communication and support
- Attended in person sales/agency meetings to facilitate the sale of the policy by answering all policy and coverage questions
- Conducted agency training
- Facilitated policy sales by addressing agent inquiries during in-person sales and agency meetings
- Effectively worked across department boundaries to answer agent concerns
Uninsured and Underinsured Complex Claim Specialist/General Liability Claim Specialist
Encompass Insurance
Reading Pa
07.2004 - 07.2012
- Subject matter expert on uninsured and underinsured motorist claims
- Settled high-value and litigated UM/UIM claims, ensuring favorable outcomes for clients
- Educated Claim departments on identifying UM/UIM exposure to facilitate early resolution
- Managed expenses through budget tracking and analysis.
- Achieved membership in One Million Dollar Structures Settlement Club for exceptional claim settlements
Staff Claims Service Adjuster
Encompass Insurance
Reading Pa
12.2003 - 07.2004
- Investigated, evaluated, reserved, negotiated, and resolved bodily injury claims to ensure fair settlements
- Evaluated insurance coverage options
- Reviewed coverage
- Compiled and organized monthly reports for claims office and management teams to inform decision-making
- Facilitated communication between agents, vendors, and customers
- SCLA subject matter expert for the office
- Featured in 2011 Encompass Newsletter for Outstanding Customer Service
Office Claims Representative
Westfield Insurance
Lancaster Pa
06.2002 - 12.2003
- Resolved various claims including general liability, personal auto, commercial auto, homeowner, and farm claims to ensure client satisfaction
- Conducted in-person meetings with customers to address inquiries
- Nurtured business partnerships with agents to support collaboration
Claim Adjuster
Progressive Insurance
Lancaster
05.1999 - 06.2002
- Processed auto claims efficiently
- Assessed damages and determined compensation for auto and motorcycle claims, facilitating timely settlements
- Conducted in-person meetings with customers
Education
Bachelor of Arts - Criminal Justice
Shippensburg University
Shippensburg, PA05.1999
Widener University School of Law
Harrisburg, PASkills
- Claims management
- Claims analysis
- Claims auditing
- Performance management
- Claims review
- Team leadership
- Team motivation
Affiliations
SCLA Gold Membership
Certification
Texas-Adjuster- Designated Home State Texas, Currently licensed in 37 states including New York and California
Timeline
Claim Supervisor
Gallagher Bassett
02.2022 - Current
Senior Resolution Manager
Gallagher Bassett
02.2022 - 02.2023
Senior Marketing Representative – Mid Atlantic Region
Berkshire Hathaway Homestate Companies
03.2021 - 02.2022
National Claim Agent Advocate
Encompass Insurance
01.2016 - 11.2020
Field Agent Advocate (FAA)
Encompass Insurance
07.2012 - 12.2015
Uninsured and Underinsured Complex Claim Specialist/General Liability Claim Specialist
Encompass Insurance
07.2004 - 07.2012
Staff Claims Service Adjuster
Encompass Insurance
12.2003 - 07.2004
Office Claims Representative
Westfield Insurance
06.2002 - 12.2003
Claim Adjuster
Progressive Insurance
05.1999 - 06.2002
Bachelor of Arts - Criminal Justice
Shippensburg University
Widener University School of Law