Manager Insurance

Steven J. Koch

**** ******* ** • Floyds Knobs IN 47119 • 812-***-**** • ac6k60@r.postjobfree.com

District Claim Manager

Accomplished Insurance Claims Manager with a proven background of leading high functioning teams through timely and efficient claims settlement processing while developing and maintaining best practice corporate, industry and regulatory policies and standards.

Build and lead highly effective, purpose-focused service delivery teams while serving as key contributor on cross-functional project and policy development teams that consistently meet or exceed organizational goals and objectives.

Ensure exemplary customer relations and service while facilitating the strategic mission of the Claims function in an ethical and compliant manner.

Skilled communicator achieving excellent results by forging key partnerships while collaborating with diverse internal and external populations at all organizational levels and functions.

Knowledgeable of KY insurance law as applicable to accidents and losses with exceptional skill in reading and interpreting legal correspondence, documents, contracts and Insurance policies to negotiate positive outcomes.

Review and audit corporate-wide claim files to insure company, industry and regulatory standards; arbitrating and resolving complaints and disputes in an ethical / timely manner while demonstrating exceptional problem-solving abilities.

PROFESSIONAL EXPERIENCE

Kentucky Farm Bureau Insurance Companies, Louisville, KY

Largest property and casualty company in KY with over 700 employees and 160 agent offices serving nearly 500,000 member / policy holders throughout the Commonwealth.

District Claims Manager, Louisville Regional Office 2011-2018

Promoted to assume responsibility for staff hiring, training, development and operations of multiple offices with combined staff of 34 adjusters, appraisers and clerical staff with annual budget of up to $2.5M while retaining all previous functions for Jeffersontown Office.

Achieved the lowest average claim settlements in the company while maintaining a high level of customer satisfaction, loyalty and retention.

Developed staff members to be retained and promoted within the company with 7 moving into leadership roles.

Served as corporate-wide subject matter expert in insurance policy knowledge and contracts for the Training Department.

Provided staff support facilitating training, recognition and appreciation events which promoted a high level of team engagement and retention.

Led service delivery team in the settlement of largest storm claim event in company history, resolving up to 18,000 claims in a timely and cost-effective manner.

District Claims Manager, Jeffersontown Regional Office 2006-2011

Managed all personnel and operational functions for a 17 staff member Claims Center responsible for resolution and settlement of over 7,000 claims annually.

Reduced total injury settlements from an average of $21K to $9K for a total of over $1.2M in less than 1 year and maintained that level over the next 5 years.

Resolved complex and costly claims and represented corporate interest in mediations and negotiations with legal counsel, resulting in $0 to $1.5M settlements.

District Claims Manager, Broadway District Office 2001-2009

Promoted to establish new office location including staffing, training and development for a team of 9 composed of all new members to the insurance industry.

Achieved a high minority staff member ratio to facilitate community engagement and customer satisfaction.

Provided on-going, consistent, hands on training and supervision developing novice employees to a productive service delivery team within the first 6 months.

Served as Transitional District Claims Manager in the Richmond District Office for one year to improve employee relations and productivity following a leadership crisis.

Senior Claims Adjuster 2000-2001

Adjusted and resolved insurance claims for two distinct territories in rural Kentucky and Louisville’s inner-city.

Related Experience: Extensive experience as Insurance Adjuster, as an Independent Insurance Representative and in direct customer service in hospitality and sales environments.

EDUCATION

Indiana University Southeast, New Albany, IN

BS in Business, Concentration in Accounting

Certifications: AIC, CPCU, SCLA, AIM, Active KY Staff Adjuster License

INTEREST

Trainer and Counselor for Youth and Adult Mentorship Programs;

Facilitate Community Service Events and Projects for Disadvantaged Populations;

Youth Baseball, Basketball and Soccer Coach

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