Natalie Gilbert
Saint Louis,MO
Summary
Experienced claims professional with a strong focus on team collaboration, adapting to changing needs, and achieving results. Proven skills in assessing claims, customer service, and effective communication. Reliable and solution-oriented, with commitment to delivering high-quality outcomes.
Overview
25
25
years of professional experience
Work History
Claims New Product Specialist
Liberty Mutual
02.2025 - Current
- Electric Vehicle Project:
- Designed processes and recommendations specific to EVs, ensuring clarity in repair/charging needs and reducing friction during claim resolution.
- Compiled and analyzed claim examples and supporting data to build evidence-based recommendations, influencing product decisions and operational changes.
- Managed end-to-end handling of electric vehicle (EV) auto claims, optimizing service setup to deliver a superior experience for both customers and claims adjusters.
- Partnered with product owners and APD process owners to evaluate the EV “lightning bolt” indicator—documented functionality trade-offs and advised stakeholders on implementation impacts.
- Assured Project:
- Analyzed EFNOL (electronic first notice of loss) documents for 791 exposures over 10 months to verify accurate claim data transmission to LUMEN/NAV systems, ensuring downstream system integrity.
- Reviewed all EFNOL documentation for completeness and correctness to support accurate and timely claim filing.
- Provided daily, actionable feedback to the product owner to improve the EFNOL user experience for claims adjusters.
- Monitored claim submissions and escalated systemic issues to peers, people leaders, and the senior process owner for Assured intervention.
- GIG Pilot:
- Implemented updated “purpose of use/business use” question for EFNOL and CSC, driving APD savings of just under $300K (mid-July through year-end).
- Managed end-to-end handling of claims with 30 days of telematics data that indicated a 70% or higher probability of business use. Investigated telematics data, contacted TNC companies, and analyzed data of these claims.
Core/Total Loss adjuster
Liberty Mutual/Safeco
09.2017 - 02.2025
- Continuously met and exceeded metrics
- Managed and investigated moderately complex total loss claims
- Handled vehicle value disputes
- Investigated and identified potential fraudulent claims
- Met file quality requirements, updating and documenting files comprehensively
FTO Unplugged Associate
Liberty Mutual/Safeco
03.2021 - 12.2022
- Consistently received recognition for having the highest metrics within team
- Supported multiple desktops at one time including voicemail volume for out-of-office reps
- Collaborated with TM to continuously improve and build upon FTO Unplugged pilot program
- Ability to multi-task and complete projects unsupervised
- Provided high customer service standards to external and internal customers
- Reviewed high volume of claims daily and moved to farthest completion
Visual Manager
Macy’s
04.2009 - 09.2017
- Visual Manager of a 200,000 sq. foot multi-level store
Visual Director
Mark Shale
05.2001 - 05.2009
- Visual Director of a 22,000 sq. foot multi level store
Education
Bachelor of Science - Apparel Merchandising
Iowa State University
01-2002
Skills
- CLAIMS PROCESSING
- DATA ANALYSIS
- PROJECT MANAGEMENT
- CUSTOMER SERVICE
- PROCESS IMPROVEMENT
- PROBLEM SOLVING
Timeline
Claims New Product Specialist
Liberty Mutual
02.2025 - Current
FTO Unplugged Associate
Liberty Mutual/Safeco
03.2021 - 12.2022
Core/Total Loss adjuster
Liberty Mutual/Safeco
09.2017 - 02.2025
Visual Manager
Macy’s
04.2009 - 09.2017
Visual Director
Mark Shale
05.2001 - 05.2009
Bachelor of Science - Apparel Merchandising
Iowa State University