Customer Service Insurance

Jerold

Greenzang

** ***** ****, *******, *** York 11725, (631) 499 - 9663,

*********@***.***

Insurance Administration/Claim Operations = Trainer/Manager/Consultant

Over thirty years as an Automobile Insurance Professional, with extensive

knowledge of No-Fault Litigation, Property Claims and Claims

Investigations. An effective management liaison and solid communicator,

able to work in collaboration with expert witnesses, vendors and legal

representatives, in determining validity of insurance claims, and if

necessary, defense strategies. Well versed in New York State Automotive

Insurance Regulations: Coverage, Contracts, and Claim Handling Guidelines.

Strong supervisory and peer mentoring experience.

PROFESSIONAL EXPERIENCE

Jay Dubin Insurance Agency

Agency Manager, LSP

4/2014 - Present

. Coordination of marketing activities.

. Compilation of monthly prospecting and sales completed.

. Continuous review of insurance agency's policyholder inventory, providing

recommendations for policy growth to office sales associates.

. Completion of several administrative functions including responding to

customer inquiries, processing premium payments, issuing endorsements,

calling existing auto and home clients prior to their renewal, reviewing

coverage and verifying clients are adequately protected, reviewing

policies to make sure clients have all the discounts that they are

entitled to, following up on claims to make sure that the customers were

satisfied with the claim handling, processing policy change requests,

setting up life protection reviews with the agency's life specialist,

assisting with "cross selling" opportunities, working with customer

service reps to service customers, including receipt of payments and

solicitation of additional business.

Freelance Insurance Consultant

10/2012 - 4/2014

. Contacted insurance companies to settle subrogation cases.

. Assisted individuals with social security disability process, from

completing applications to obtaining supporting documentation and

discussing claims with the Social Security Administration.

. Negotiated with insurance companies to settle auto liability claims.

. Mediated and settled for attorneys, outstanding insurance claims between

medical providers and patients.

State Farm Mutual Insurance Company

No Fault Claims/Litigation Specialist

1997 - 10/2012

. Team Leader: reviewed workflows, procedures and job responsibilities

within team. Facilitated meetings, claim reviews and vendor visits.

Facilitated in-house trainings on defenses position within certain

jurisdictions and counties, utilizing legal counsel's personnel.

. Attended surveys and audits to assist in determining claim outcomes.

Obtained outside vendors / resources to strengthen defense cases.

Reviewed legal suits, to determine procedural outcomes based on strengths

and deficiencies of evidence.

. Involved in the on-going efforts of assessing opportunities for the

education of our claims staff. Developed and delivered training

programs, set up seminars, workshops, conferences and mentored both claim

representatives and claim support personnel.

. Conducted surveys and audits on a continuous basis where regulation

compliance, workflow compliance, customer service and cost control

guidelines were monitored.

. Assisted management with the compilation of audit/survey results and

presented results to upper management personnel in both oral and written

form.

. Member of "Work Force Management" study team formed to identify areas for

potential increased productivity; this also included making

recommendations for increased productivity goals.

. Management liaison recognized as a solid communicator with all levels

of the organization, working with cross functional teams to develop

collaborative strategies.

. Monitored simple and complex claims, to ensure claims were settled in

an expeditious manner. Proactively conducted oversight of cases and

performed routine follow-ups. Provided directs to defense counsel.

. Analyzed claims to determine coverage, liability and damages. Identified

and referred potential fraudulent claims to the SIU. Maintained

administrative records and responsibilities associated with processing

claims. Determined need for independent medical examiners, economist and

coding experts.

. "Go To" person for associates; excelling with time management and

achieving results on high priority jobs with last minute notice.

Auto Estimating/Property Damage Claims Supervisor

1988 - 1997

. Supervised inside claim representatives, outside auto appraisers and

clerical support staff.

. Facilitated and presented staff training on multiple subjects including

Comparative Negligence, Arbitration, Investigation, Negotiation, Total

Loss handling, Subrogation, NYS Insurance Regulations, Stress

Management and Sexual Harassment.

. Performed Human Resource duties including hiring, termination, new hire

orientation, code of conduct, affirmative action, security, conflict of

interest, sexual harassment, salary administration and performance

measurement.

. Conducted surveys and audits on a continuous basis where regulation

compliance, workflow compliance, customer service and cost control

guidelines were monitored.

. Extensive knowledge of all automobile insurance coverage and NYS

Insurance Regulations, analyzing files for compliance and standard

audits; followed good faith practices and procedures.

. Developed a training program which included the orientation of all new

auto estimator trainees and continuing education for tenured adjusters.

This program fulfilled a formal training need and included all aspects of

Automobile Repair. After review by upper management, it was adopted by

the entire Long Island/Metro Auto Estimating Management staff (which

included the staffs of 8 claims offices).

. Created a workshop regarding proper photographing techniques in response

to fines levied by the NYS Insurance Department, due negative audit

results caused by the poor quality of photos which did not properly

document damages estimated by our auto appraisers. After fully

identifying our needs, I contacted the Polaroid headquarters in Chicago

and set up a day long off-site workshop with Polaroid representatives

where proper photographic techniques were discussed in detail. In

addition, following the workshop, Polaroid representatives were present

in all of our Metro-Long Island Drive-In facilities where they performed

"on-site" photo taking demonstrations and were available to answer "on

the job" questions/problem situations which developed. This workshop was

then utilized Nationwide in the training of personnel.

. I-Car Training Coordinator.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelors of Arts, Communications & Political Science - Queens College, New

York, NY

Professional Development/Training

NYS Independent Adjuster and PC Licenses

Insurance Institute of America - CPCU Designation (in Progress)

Extensively trained in Automobile Liability, Subrogation, 1st and 3rd party

Litigation, Estimating Automobile Damages, Comprehensive, Collision, No-

Fault, Bodily Injury coverage and in all phases of Automobile Repair

Proficiencies: Microsoft Windows, Outlook, Word, Excel, PowerPoint

Jerold Greenzang

631-***-**** Page 2

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