Robert Armstrong
Tehachapi,CA
Summary
Award winning Senior Claims Resolution Specialist. Expert in policy interpretation and fraud analysis, significantly improved claims processing efficiency. Skilled in leading teams to streamline workflows, ensuring compliance and accuracy in documentation. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Claims Resolution Specialist
First American Home Warranty
01.2018 - Current
- Take inbound calls from home owners to place claims
- Determine coverages, explain to the home owners, place the claim, assign contractors, collect service fees
- Coordinate repairs or replacements between home owners and contractors
- Test pilot programs to improve customer experience
- Respond to customers questions or concerns through our First American online portal
- Explain denials to home owners
- Issue cash out checks in lieu of repairs or replacements to home owners
- Continued training and education with company standards, State regulations, and industry standards
Associate
Street Delivery
03.2013 - 12.2017
- Travel around the Bay Area to locations where property damages and bodily injuries occurred
- Photograph, video, measure damages or area affected, create diagrams and upload into the company portal
Claims Generalist, Intermediate
Progressive Insurance
11.2010 - 02.2013
- Take inbound calls from insureds involved in collisions
- Obtain recorded statements, determine liability (if we were able to), determine coverage and explain to auto owners, contact tow company (if required) and set up repairs, set up car rental (if required and coverage available)
- Follow up to ensure repairs completed, rental cars returned, checks are issued (if required)
- Assisted legal department in litigation-related matters involving contested or complicated insurance claims, providing crucial support throughout the process.
- Assist with settlements of bodily injury claims (Tier 1 injuries), including explaining all coverages and options, and issuing payments
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the claims process.
- Enhanced claims processing efficiency by streamlining workflows and implementing process improvements.
- Conducted regular audits of claim files, ensuring that they met regulatory standards as well as internal requirements for completeness and accuracy.
Education
Associate of Arts - Fire Prevention And Safety Technology
Shasta College
Redding, CA06.1998
Skills
- Claims Investigation
- Customer Relations
- Documentation skills
- Policy Knowledge
- Billing management
- Fraud analysis
- Liability determinations
- Claims analysis
- Policy Interpretation
- Computer Skills
- Team Leadership
Accomplishments
2021 First American Home Warranty Claims Resolution Excellent Service Award
Certification
CA Insurance License 0F59096
Accident and Health
Casualty Broker-Agent
Life-Only
Property Broker-Agent
Timeline
Senior Claims Resolution Specialist
First American Home Warranty
01.2018 - Current
Associate
Street Delivery
03.2013 - 12.2017
Claims Generalist, Intermediate
Progressive Insurance
11.2010 - 02.2013
Associate of Arts - Fire Prevention And Safety Technology
Shasta College
CA Insurance License 0F59096
Accident and Health
Casualty Broker-Agent
Life-Only
Property Broker-Agent
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