Treasure Smith
Canton,GA
Summary
Dedicated and results-driven Insurance Claims Team Lead with a history of building and creating a foundation for new claims departments in start-up organizations. A people-leader who takes the time to connect with their team and push for the development and growth of team members. Skilled in analyzing complex claims, identifying trends, implementing process improvements to enhance efficiency and customer satisfaction, as well as fostering a safe and professional work environment. A seasoned claims adjuster with comprehensive knowledge of interpreting and implementing quality assurance standards and investigating customer and department of insurance complaints. Experience with Standard and Non-Standard Auto Insurance, Homeowners, Renters, and Commercial Business claims.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Claims Team Lead
LOOP Mobility Inc.
11.2023 - Current
- Managed the daily operations and workflow of a 12-member claims team, enforcing compliance with company policies and protocols.
- Encouraged employees' professional development through coaching and feedback for improved performance.
- Collaborated with senior leadership in regular meetings to share team progress, current trends, and changes.
- Reviewed and drafted responses for Department of Insurance Complaints.
- Collaborated with other departments such as marking, data, and customer care teams working on process and procedures to ensure alignment .
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Oversaw the recruitment process,finalizing selections, initiated onboarding sessions, and training of new team members, ensuring a quick adaptation to company standards.
- Provided TPA oversight on bodily injury claims as well as managed and handled an inventory of backlogged property damage claims inherited from the prior TPA
- Delivered significant improvement by reducing claim handling time from over 120 days to only 8 days
- Identified areas of necessary training initiatives, resulting in the creation of a thorough onboarding program, team knowledge base, job aids, and weekly refreshers.
- Responsible for claim payment management including approving reserve and settlement requests, approving payments, submitting stop pays, and issuing all vendor payments.
- Interviewed potential vendors and provided oversight, instruction, and maintained a partnership with current vendors.
Claims Representative
Coterie Insurance
12.2021 - Current
- Managed end-to-end property and casualty claims for micro and small commercial businesses, handling claim intake, investigation, evaluation, negotiation, and settlement process
- Effectively communicated with relevant parties via phone and email to gather and relay appropriate information regarding coverage determination and liability decisions, all within a timely manner
- Negotiated claim settlement with insureds, claimants, and various vendors regarding 1st and 3rd party property damage and bodily injury claims
- Presented material misrepresentation, coverage denials, and claims review to senior members of both claim and underwriting departments
- Worked individually to determine liability, verify coverage, and negotiate settlement offers
- Supported in interviewing, coordinating, and maintaining partnerships with external vendors
- Interviewed and assist in the hiring process for team members
- Trained team members on company procedures and claim management systems
- Completed various special projects and tasks within the claims department and across the organization relating to claims and underwriting systems as well as data and analytics
- Participated company wide as a new hire buddy to assist in the acclimation of new employees into the culture within the company during their first 2 months
- Developed and implemented strategy to resolve Commercial Property and Casualty Claims of differing levels of severity and complexity
- Identified and assessed coverage issues, draft coverage position letters, and retain coverage counsel, when necessary as well as review coverage counsel's opinion letters and analysis
- Maintained vendors list for field investigators, appraiser's, experts, fraud investigators and CAT alerts
- Maintained contact and oversight with the TPA claim staff
- Worked with underwriting on appetite selection, form development
- Identified and reviewed of each jurisdiction's applicable statutes, rules, and case law
- Analyzed, and direct risk transfer (Subro), additional insured issues and contractual indemnity issues
- Retained counsel when necessary and direct counsel in accordance with resolution strategy.
Casualty Claims Adjuster II
Mendota Insurance
01.2021 - 12.2022
- Managed claims from first notice of loss to completion and maintained average claim inventory of 80+ with monthly open/close rate of at least 100%
- Effectively communicated with relevant parties via phone and email in order to gather and relay appropriate information regarding coverage determination and liability decisions, all within a timely manner
- Scheduled and conducted recorded interviews as verification of claims facts and to use as supports for SIU and fraudulent claims
- Negotiated claim settlement with insureds, claimants, and various vendors regarding property damage and bodily injury claims
- Provided detailed instructions on company guidelines and process to ensure proper understanding of claims outcomes
- Ability to work on a team, but individually with minimally supervision
- Coordinated with other departments to validate all claims and information provided, while sending referrals as needed to subrogation and SIU teams
- Conducted search on relevant insured and claimants in order to determine prior claim background
- Presented claims investigation, findings, and policy review to upper management to determine proper handling of claim denials and material misrepresentation from insureds.
Claims Specialist
Statefarm
02.2020 - 09.2021
- Processed homeowners and rental claims from first notice of loss until completion including additional living expenses
- Handled claims on an ownership level but assisted team members as needed to ensure timely handling of insured claims
- Handled claim inventory of 90+ daily while conducting phone interviews, completion of scope of damages via phone, estimate reconciliation, and issuance of payments
- Received Property and Casualty license in 10 states
- Utilized Xactimate and Xactanalysis systems.
Claims Adjuster
GEICO
01.2017 - 05.2019
- Worked in a fast-paced call center environment as a licensed claim adjuster
- Took first notice of loss of all comprehensive and collision claims and allocated losses to the appropriate adjuster and team claim level
- Assisted customers in scheduling assignments, appointments, rental vehicles, and provided answers for general claim inquiries
- Issued payment and determined both coverage and liability for team level claims.
Education
MASTER OF BUSINESS ADMINISTRATION -
STRAYER UNIVERSITY
BACHELOR OF SCIENCE IN PSYCHOLOGY -
GEORGIA COLLEGE & STATE UNIVERSITY
Skills
- Leadership
- Complaint resolution
- Team Supervision
- Leading Team Meetings
- Strategic Decision-Making
- Policy investigations and Interpretation
- Settlement Negotiations
- Coverage Assessment
- Liability Determination
- Customer service and support
- Litigation Management
- Standard and Non-Standard Claim Handling
- Training, Onboarding, and Mentoring
Accomplishments
- Published article in CLM magazine
- Claims Investigation Award from Coterie Insurance
- Top 10 employee at GEICO
Certification
- Licensed Property and Casualty adjuster License :Alaska, Alabama, Arkansas, Arizona, Connecticut, Delaware, Georgia, Hawaii, Idaho, Indiana, Louisiana, Maine, Michigan, Minnesota, Mississippi, Montana, North Carolina, New Hampshire, Nevada, Oklahoma, Oregon, Rhode Island, South Carolina, Texas, Utah, Vermont, Washington, West Virginia and Wyoming
Timeline
Claims Team Lead
LOOP Mobility Inc.
11.2023 - Current
Claims Representative
Coterie Insurance
12.2021 - Current
Casualty Claims Adjuster II
Mendota Insurance
01.2021 - 12.2022
Claims Specialist
Statefarm
02.2020 - 09.2021
Claims Adjuster
GEICO
01.2017 - 05.2019
MASTER OF BUSINESS ADMINISTRATION -
STRAYER UNIVERSITY
BACHELOR OF SCIENCE IN PSYCHOLOGY -
GEORGIA COLLEGE & STATE UNIVERSITY
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