Osiris Castillo
Galt,CA
Summary
Dedicated claims analyst with expertise in examining claim details and utilizing policy databases to enhance customer service. Proven ability to resolve complex issues through strong problem-solving skills and effective communication, resulting in increased customer satisfaction. Adaptable team player focused on driving positive outcomes in high-pressure environments.
Overview
25
25
years of professional experience
Work History
Total Loss Claims Assistant III
National General Insurance an Allstate Company
Sacramento, CA, CA
03.2022 - 12.2024
- Managed approval process for financial claims adhering to set limitations.
- Negotiated claim settlements when needed.
- Negotiated with claimants to settle claims.
- Generated comprehensive damage reports.
- Documented damage with photographs and detailed written descriptions.
- Recorded vehicle damage and submitted comprehensive reports to claims department.
- Examined automobile policies with third-party liability, accident benefits, and collision benefits.
- Calculated benefits due based on policy terms and claim information.
- Collaborated with adjusters and underwriters to resolve complex claim issues.
- Processed a high volume of incoming claims in accordance with established policies and procedures.
- Negotiated settlements with claimants or their representatives when necessary.
Salvage Specialist
Esurance an Allstate Company, Auto General
Rocklin, CA
01.2017 - 03.2022
- Processed vehicle titles in accordance with state guidelines
- Resolved escalations and customer concerns, improved operations and provided exceptional customer service
- Trained new staff members on claims, salvage, and tasks handling
- Contacted appropriate agencies to complete searches, order records and obtain documents on recovered theft vehicles
- Detailed plans for correcting issues with paperwork, clearing titles, and identified title errors and for salvage processing in several different states
- Tracked and verified of incoming mail including titles, DMV forms, legal documents, and keys
- Worked salvage process which resulted in saving improved limits
- Communicated with customers via email or verbally to handle title issues daily
- Processed vehicle titles in accordance with state guidelines
- Processed vehicle titles in accordance with state guidelines.
- Issue payments for routine expense invoices including review of Copart advance charges: if they differ from what was approved by the adjuster, send to the adjuster to review and pay. If charges are the same, pay the invoice;
- Assist in handling the salvage on total loss vehicles including moving vehicles to storage free locations or salvage vendors as quickly as possible;
Title Clerk
Copart| DMV
West Sacramento, CA
01.2017 - 01.2017
- Processed salvage, clean, non-repaired titles to DMV to transferred ownership
- Researched vehicle titles and resolved issues before sending to DMV by contacting sellers
- Meet company policy timelines in processing titles, resolving title issues according to state title guidelines and sellers’ contracts
- Researched CA date base system (CVR) to verify information regarding ownership and lien holders
- Followed up with reports and any pending files to obtain correct information to process titles and ownership transfers
- Responded to customer inquiries and requests in a professional manner within a timely manner
- Complete administrative duties in the office such as data entry, word processing, filing, copying, scanning and other duties associated with Copart documentation and services.
- Entered title and vehicle information into database.
Claims Specialist
Allstate Insurance Co
Coronado, CA
03.2008 - 06.2011
- Answered inbound and outbound calls from first party and third party by answering inquiries on claim related issues within all 50 states
- Responded to recovery claims issues, gathered accurate information, and entered data into the computer system to recognize subrogation opportunities
- Contributed to reaching customer service satisfaction goals following company protocol and providing exceptional customer service
- Performed clerical duties, including data entry, filing paper documents, email, calendar management, and word processing
- Investigated, evaluated, and negotiated auto accident claims
- To reach a fair and equitable settlement for all parties involved in a fast-paced environment
- Communicated with attorneys’ other insurance companies
- Processed claims payments.
- Verified client information by analyzing existing evidence on file.
- Posted payments to accounts and maintained records.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
Senior Total Loss Claims Rep
Liberty Mutual Insurance Co
09.2004 - 12.2006
- Processed stolen, recovered, burnt vehicles determined to be a total loss
- Handled of vehicle disputes by research and appraisal
- Coordinated rental with rental vendors and customers or determining loss of use
- Reviewed estimates with customers and coordinating re-inspection if needed
- Mitigated storage charges by coordinating salvage pick up
- Reviewed owner transfer paperwork and documentation for owner retained settlements to insure timely claim closure
- Handled subrogation demands from other carriers
- Evaluated insurance policies and analyze damages to determine coverage.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Updated field operations staff on status of open claims and current actions.
Student
Sacramento
06.2000 - 09.2003
- Used law enforcement systems and applications for background searches
- Set up and handled incoming mail and office filing systems
- Established proficiencies in telephone and front-desk reception within a high-volume environment
- Established the administrative work procedures for tracking staff’s daily tasks.
Education
Administration, Criminal Justice
Westwood College
Upland, CAAdministration in Criminal Justice
Sacramento City College
Sacramento, CASkills
- CCC Pathways Appraisal Solutions
- Claim Management
- Claims Evaluation
- Customer Contact
- Managing case files
- Policy interpretation
- Claim investigation
- Claims processing
- Microsoft office
- Settlement agreements
- Insurance claims review
- Conflict resolution
- Settlement negotiation
- Claims investigation
- Verbal communication
- Investigative skills
- Liability and coverage
- Decision-making skills
- CCC reports
- Multitasking
- Payment processing
- Investigate property damage
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Total Loss Claims Assistant III
National General Insurance an Allstate Company
03.2022 - 12.2024
Salvage Specialist
Esurance an Allstate Company, Auto General
01.2017 - 03.2022
Title Clerk
Copart| DMV
01.2017 - 01.2017
Claims Specialist
Allstate Insurance Co
03.2008 - 06.2011
Senior Total Loss Claims Rep
Liberty Mutual Insurance Co
09.2004 - 12.2006
Student
Sacramento
06.2000 - 09.2003
Administration, Criminal Justice
Westwood College
Administration in Criminal Justice
Sacramento City College
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