M. Beth Davenport

• Creates and maintains departmental Operational Guidelines. Identifies and implements process improvement opportunities. Assists with creation and evaluation of quality and production standards and provides coaching/training to staff.
• Conducts new agent onboarding training.
• Monitors DFS discrepancy report to ensure that appointed agents and credentialed staff are in compliance with statutes.
• Reviews compliance referrals and audit findings to determine whether agent/agency investigation is warranted.
• Researches and analyzes claim files, underwriting and agency records, and relevant databases to identify possible agency misconduct.
• Provides training and feedback to agents.

Team Lead/Citizens Insurance Services

• Submitted New Business applications for Homeowner, Dwelling, and Wind policies.
• Completed quality reviews of insurance applications and workflow processes.
• Researched, analyzed, and interpreted underwriting guidelines as they relate to internal processes.

• Investigated liability claims thoroughly, analyzing evidence and interviewing involved parties to determine fault accurately.
• Evaluated coverage applicability for incoming liability claims; ensuring accurate payment allocation based on policy terms.
• Negotiated fair settlements with claimants, considering both their needs and the financial interests of the company.
• Maintained detailed records for each claim, ensuring accuracy and completeness for future reference and audit purposes.

Claims Research Unit Supervisor

• Supervised a team of Claims Research analysts.
• Created and maintained departmental productivity and quality reports.
• Utilized eWorkforce Management software to maintain efficient scheduling and accurate forecasting by reviewing historical data to create future schedules.
• Reviewed and interpreted policy language to ensure accurate information was provided to policyholders regarding claim status and resolution.