Tony Spalding
Allentown,PA
Summary
Dynamic leader with extensive experience at State Farm Fire & Casualty Co., excelling in claims evaluation methods and fostering collaboration and teamwork. Proven track record in enhancing operational efficiency and staff performance. Achieved significant improvements in claim processing accuracy and team productivity. Highly-motivated with acumen in business and workplace coordination as Claim Team Manager. Extremely familiar with Howmeoners claims and skilled in conflict resolution. Offering over thirty-one years of claims customer service experience with excellent leadership skills.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Claim Team Manager - WCCS DEPLOYED
State Farm Fire & Casualty Co.
09.2017 - Current
- Responsible for first-line supervision of assigned Claim Specialists, including training, coaching, development, performance management, and salary administration
- Provided direction and served as a resource for knowledge of policies, procedures, laws, statutes and insurance regulations when determining coverage and property damage
- Responsible for the review and control of the assigned unit's claim activities including investigations, analyses, evaluations, claim payments, and adjustment expense payments
- Participated in Weather and Catastrophe planning and response
- Responded to claim events that require a deployed response
Claim Team Manager - WCCS LOCAL
State Farm Fire & Casualty Co.
05.2015 - 09.2017
- Recognized events that affect customer service and provided timely communications to team members and peers
- Led team toward desired individual, team, department and company goals
- Reviewed claim files, applied knowledge of Fire claim policies, statutes, laws, regulations, programs, practices, and procedures to provide guidance on quality claim handling
- Made decisions and provided direction as appropriate regarding, claim valuation, settlements, and policy provisions
- Served as a resource for standard claim processes and was responsible for adherence to workflows/processes
Claim Team Manager - IO SHARED STEWARD ASSIGNMENT
State Farm Fire & Casualty Co.
09.2012 - 05.2015
- Handled and directed escalated inquiries including complaints
- Communicated and implemented Company policies, claim procedures, applicable laws, statutes, regulations, and legal requirements
- Demonstrated understanding and served as a resource for Company policies and external requirements for claims involving litigation
- Led frequent team meetings using relevant metrics, and spent significant time directly coaching team members
- Developed direct reports so they were able to provide a high level of customer service and be productive in their roles
Claim Team Manager - NJ PERSONAL INJURY PLAN
State Farm Automobile Co.
10.2006 - 09.2012
- Served as a liaison between PIP/MPC and other claim segments
- Participated in annual budgetary process
- Participated and led project groups, as requested
- Mentored others, both formally or informally
Agency Recuiter
State Farm Agency
05.2005 - 10.2006
- Identified, sourced, and recruited qualified agency candidates based on in-depth knowledge of the agency opportunity
- Explained agency opportunity to candidates and recruited interested and competitive candidates into the State Farm Agency opportunity
- Responsible for tracking and meeting/exceeding established recruiting goals
- Collaborated with Market Management, Agent Opportunity Specialists, Sales Leaders and VPAs to develop strategy and detailed plan to fill each agency opening
- Ensured an efficient and positive candidate experience to further promote the State Farm brand
Claim Team Manager - FIRE CLAIM CENTRAL
State Farm Fire and Casualty Co.
09.2001 - 05.2005
- Served as a resource for standard claim processes and is responsible for adherence to workflows/processes
- Communicated and implemented Company policies, claim procedures, applicable laws, statutes, regulations, and legal requirements
- Developed direct reports so they can provide a high level of customer service and be productive in their roles
- Responsible for performance evaluation of assigned team members
- Responsible for daily application of Company policies and procedures and recommends ways to improve
Claim Team Manager - FIRE PROXIMITY
State Farm Fire and Casualty Co.
10.1998 - 09.2001
- Responsible for first-line supervision of assigned Claim Specialists, including hiring, training, coaching, development, performance management, and salary administration in two field offices.
- Provided direction and served as a resource for knowledge of policies, procedures, laws, statutes and insurance regulations when determining coverage and property damage
- Responsible for the review and control of the assigned unit's claim activities including investigations, analyses, evaluations, claim payments, and adjustment expense payments
- Led team toward desired individual, team, department and company goals
Reinspector/Trainer - FIRE
State Farm Fire and Casualty Co.
08.1998 - 10.1998
- Primarily responsible for conducting reinspections of claims in accordance with Company guidelines
- Completed analytical reviews of claim handling to determine the need for additional investigation, adequacy of repairs, and proper settlement
- Collaborated with management, peers, and training partners, to provide feedback on reinspection results
- Worked independently and used knowledge of claim policies, procedures, and automated estimating systems to analyze structural losses
- Reviewed Fire Claims files and inputs findings into electronic data storage systems
Claim Specialist - FIRE
State Farm Fire & Casualty Co.
01.1994 - 08.1998
- Investigated, evaluated, negotiated, and concluded claims including verification of coverage, legal liability and extent of damage to property, which may require contact by telephone, correspondence or in person
- Examined claims submitted by insureds and/or third parties, or such claims assigned from other claim units, for additional or specialized investigation as necessary for claim resolution
- Handled assigned claims and tasks, including claims which involved large losses, multiple contacts, complex coverage issues and multiple site inspections
- Performed in-person or virtual inspections with customers to resolve claims
- Prepares and/or reviews property estimates and contents estimates in loss settlements
Claim Specialist - AUTO
State Farm Automobile Co.
01.1993 - 01.1994
- Consistently delivered a remarkable customer experience through handling property claims
- Utilized available claim handling tools and resources to investigate, evaluate, negotiate, and settle auto claims in an assigned area to include verification of coverage, legal liability and extent of damage to persons and property, which may require contact by telephone, email, correspondence, in-person or other electronic media
- Applied knowledge of policies, procedures, laws, statutes and insurance regulations when determining coverage, liability, and property damage
- Determined whether additional or specialized investigation was necessary for claim resolution
- Worked in partnership with and provided instruction to claim associates
Education
Bachelor of Science - Elementary Education
Bloomsburg University of Pennsylvania
Bloomsburg, PA12.1989
Skills
- Data Analytics
- Investigation oversight
- Innovation and Creativity
- Collaboration and Teamwork
- Project management abilities
- Coaching and Mentoring
- Staff Training and Development
- Claims evaluation methods
- Data review
- Organizational abilities
- Goal Setting and Achievement
- Decision-making capabilities
Certification
- Chartered Property Casualty Underwriter (CPCU), In Progress
- Associate in Claims (AIC), January 1999
Timeline
Claim Team Manager - WCCS DEPLOYED
State Farm Fire & Casualty Co.
09.2017 - Current
Claim Team Manager - WCCS LOCAL
State Farm Fire & Casualty Co.
05.2015 - 09.2017
Claim Team Manager - IO SHARED STEWARD ASSIGNMENT
State Farm Fire & Casualty Co.
09.2012 - 05.2015
Claim Team Manager - NJ PERSONAL INJURY PLAN
State Farm Automobile Co.
10.2006 - 09.2012
Agency Recuiter
State Farm Agency
05.2005 - 10.2006
Claim Team Manager - FIRE CLAIM CENTRAL
State Farm Fire and Casualty Co.
09.2001 - 05.2005
Claim Team Manager - FIRE PROXIMITY
State Farm Fire and Casualty Co.
10.1998 - 09.2001
Reinspector/Trainer - FIRE
State Farm Fire and Casualty Co.
08.1998 - 10.1998
Claim Specialist - FIRE
State Farm Fire & Casualty Co.
01.1994 - 08.1998
Claim Specialist - AUTO
State Farm Automobile Co.
01.1993 - 01.1994
Bachelor of Science - Elementary Education
Bloomsburg University of Pennsylvania
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