Natalie Faiivae
Chula Vista,CA
Summary
Experienced insurance professional with several-year career assessing properties, determining liabilities and negotiating settlements. Detail-oriented, observant and knowledgeable with excellent interpersonal and documentation skills. Efficiently handle high case volumes with accuracy and care.
Overview
17
17
years of professional experience
Work History
Sr. Property Field Adjuster
Automobile Club of Southern California
San Diego, CA
10.2023 - Current
- Handled standard and mid-loss property claims with proficiency.
- Managed CAT claims to address property damage effectively.
- Conducted thorough investigations into property damage claims for coverage determination.
- Performed field and virtual inspections to assess damages accurately.
- Utilized Xactimate to write estimates for water mitigation, abatement, and reconstruction.
- Reviewed and issued payments for water mitigation and rebuild supplements.
- Negotiated supplemental claims with vendors and contractors to ensure fair settlements.
- Evaluated policy provisions and relevant laws to determine appropriate claim resolutions.
Property Claims Adjuster
Travelers Insurance
San Diego, CA
08.2022 - 10.2023
- Proficient in handling large and complex losses.
- Investigated property damage claims to determine coverage.
- Conducted field inspections as well as virtual inspections.
- Wrote property estimates using Xactimate for water mitigation, abatement and reconstruction.
- Reviewed and issued payment for water mitigation, abatement and rebuild supplements.
- Negotiated supplements with vendors and contractors.
- Worked with PA's and negotiated as needed with them.
- Evaluated policy provisions, applicable laws, and other relevant information to determine claim payments or denials.
- Analyzed claim data such as photographs, diagrams, witness statements, and police reports.
Core Auto Liability Adjuster
Wawanesa General Insurance
San Diego, Ca
02.2018 - 08.2022
- Helped the insured understand the claims processes in a very stressful situation and making sure their policy and coverages were enforced at that time of their loss.
- Investigating the claim and making a liability decision on behalf of our insured.
- Helping set up appraisals for our insureds and third party paying them in a timely manner so that we can make them whole again.
- Filing claims with other parties' insurance and making sure to subrogate if needed.
- Answering questions for our insureds regarding their claim.
- Investigated liability claims to determine coverage and extent of damages.
- Assessed potential legal liabilities, negotiated settlements, and determined reserves.
- Compiled evidence, including witness statements and photographs.
- Conducted interviews with claimants, witnesses, experts and other parties involved in the claim process.
- Analyzed complex documents such as contracts, policies, deeds and titles for accuracy and completeness.
- Drafted detailed reports outlining findings from research and investigations.
- Negotiated settlements on behalf of clients while protecting their interests.
- Maintained accurate records of all activities related to each claim file.
- Ensured compliance with state laws governing insurance operations.
- Negotiated and settled claims according to information presented through reports, research and data verification.
Customer Service Representative
GEICO
San Diego, Ca
06.2016 - 02.2018
- Providing excellent customer service to all of our insureds, while working in a high-volume call center.
- Helping the insured understand their insurance policy and how it works.
- Advising them on coverage and helping them make changes to their coverages where needed.
- Taking the time to help a customer understand why they are upset and doing everything possible to defuse the situation.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Assisted with training of new employees and helping them build a reliable work system for handling claims.
4th Manager
In-N-Out Burger
San Diego, Ca
12.2007 - 12.2015
- Running the shift in a smooth manner and that food prep was done and ready to go for the next shift.
- Coordinating breaks for all the associates at the store, and making sure the correct people were in their correct positions to do their jobs.
- Making sure inventory was organized and accounted for.
- Also helping customers who were having a bad experience and defusing the situation.
- Developed and implemented strategies to improve employee morale and productivity.
- Created and maintained accurate records of team performance, including weekly reports and monthly summaries.
- Coordinated with other departments to ensure the smooth running of daily operations.
- Analyzed customer feedback data to identify trends in customer satisfaction and recommend improvements.
- Facilitated training sessions for new employees on company policies and procedures.
Education
Some College (No Degree) - Business Administration And Management
San Diego State University
San Diego, CASkills
- Excellent customer service skills
- Excellent team building skills
- Proficient in Excel, Powerpoint, Word, Outlook, Claims Center, Policy Center, Billing Center, Claims Platform
- Proficient knowledge in all guidewires platforms
- Proficient knowledge of estimating using Xactimate, Xactanalysis and Xactimate Mobile
- Proficient knowledge of residential construction and commercial construction
- Proficient knowledge of property claims contracts and interpretation of case law and state laws as well as regulations
- Proficient with negotiation, investigation communication, and conflict resolution skills
- Proven investigatory, analytical, prioritizing, multitasking and problem-solving skills
Accomplishments
- Consistently maintained high customer satisfaction ratings and NPS Promoters.
- Currently have a NPS score of 93%.
- Promoted from Property Trainee to Property Field Adjuster, in less than 6-months.
- Trainer for new hires in the liability department.
Affiliations
- Received 4 customer service awards.
- Have received numerous NPS Promoters, with a current NPS score of 93%.
Timeline
Sr. Property Field Adjuster
Automobile Club of Southern California
10.2023 - Current
Property Claims Adjuster
Travelers Insurance
08.2022 - 10.2023
Core Auto Liability Adjuster
Wawanesa General Insurance
02.2018 - 08.2022
Customer Service Representative
GEICO
06.2016 - 02.2018
4th Manager
In-N-Out Burger
12.2007 - 12.2015
Some College (No Degree) - Business Administration And Management
San Diego State University
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