Manager Customer Service

Craig S Haynes - AIC

**** * ****** ***

Centennial, CO 80122

Home 303-***-****: Mobile 720-***-****

Summary

I am highly organized and detail oriented leader with strong people management skills and the ability to multitask effectively under deadlines and in a changing environment. I have strong analytic and decision-making skills and the ability to work as part of collaborative team. I have excellent verbal and written communication and interpersonal skills and the ability to manage relationships with both internal and external customers. I have exceptional background in policy interpretation, and estimating skills.

Experience

Property Unit Claim Manager March 2014 - Present

Esurance Insurance Company

Responsibilities:

Implemented and established the property claims department from its inception. Oversee department operations, and report unit performance against established performance and quality standards. Report unit performance against established performance and quality standards. Work directly with underwriting as the expert in assisting with all underwriting guidelines. Direct contact for the CAT Department.

Establish department goals and the implementation of procedures and performance standards to achieve these goals. Manage, coordinate, and evaluate the activities of department staff directly and through subordinate supervisors. Set performance goals and best practices. Establish department goals and the implementation of procedures and performance standards to achieve these goals

Monitor quality, complete reviews and provide overall direction in order to bring claims to closure in an effective and timely manner. Monitor and conduct quality control audits within the unit. Proved direction and assist with the ongoing handling of new and existing losses. Manage all property exposures including but not limited to theft, fire and water losses (including flood) all SIU claims. Direct manager for all catastrophic claims handling including, but not limited to, floods, hurricanes, tornados etc.

Looked to as the lead for all property SIU related claims. Identify and manage potential liability exposures, including product liability. Manage all physical damage/property related claims. Provide direction and guidance on the physical damage claims in order to bring them to a quick and successful resolution. Maintain an ongoing diary in accordance with company guidelines. Review files for coverage and/or authority. Assisted in the development of the CAT Plan working directly with CAT Coordinator.

Field Unit Leader Home Office Property Operations March 2008 – January 2013

Liberty Mutual Agency Markets

Responsible for periodic training, audit, and reviews based on the Xactimate Estimating Guidelines – this will include field and desk reviews. Responsible for planning, scheduling and supervising the work activities of unit personnel in reviewing, analyzing, investigating, negotiating, and setting claims in compliance with established standards and expectations. Evaluate staff adjusters, independent adjusters, and preferred contractors estimating skills. Conduct training for property/casualty adjusters on estimating. Serve as technical expert for two regional companies within the Liberty Mutual Agency Markets division. Select and monitor performance of external vendors. Prepare monthly reports on quality control, pending and closed file reviews. Track and communicate performance relating to production, opportunity areas and significant achievements. Create and conduct training for internal and external customers.

Vendor manager for 11 western states (excluding California). Responsible for all aspects of the Vendor Management/CARES Program in the LNW and CCIC footprints. This will include interviewing qualified candidates, obtaining all necessary documentation, and maintaining an updated website for all claims staff and agents.

Catastrophe Team Leader/Mentor/Auditor for any and all CATS assigned. First on site at the catastrophe area. Team Leader for a minimum of 15 CAT Adjusters and vendors.

District Property Claims Manager May 2000 - December 2007

American Family Insurance

Responsible for providing the leadership and management direction of a Property Field Claim

Team and achieving desired company results. Monitor the Property Field Claim Team which

handles moderately to highly complex claims that require on-site inspections. Facilitate continuous

development of people, processes and culture to ensure customer service industry leadership. Partner with the sales force to provide seamless claim service. Direct conformity with the terms of each policy and in compliance with applicable laws, regulations, established standards and procedures of the company. Establish and maintain adequate reserves. Maintain effective relations with our customers, employees, agents and the public.

Assist with the re-inspection of a wide variety of files. Provide regular field inspections and regular file audits for the property department. Resolve a wide variety of problems with files, and reaches amicable solutions to these files. Assist in the appraisal process when necessary. Recognize developing problems/conflicts and ability to avoid or resolve same. This is demonstrated through understanding of property policy language, coverage’s, underwriting intent, and a comprehensive knowledge of office and field property claim handling processes.

Field Property Claims Analyst (included above)

American Family Insurance

Responsible for the adjustment of all assigned property/casualty claims. Handle all assigned claims, including CAT and Large Loss claims. Handle the majority of problem/complex claim files for the entire property unit. Interpret policy and coverage issues. Maintain control of the claim at all times. Determine the cause and origin of the claim. Complete a detailed and accurate scope of damages, and set accurate reserves. Factually document all information pertinent to the loss. Gather and compare information from various sources and make proper claims decisions. Investigate the claim to the fullest extent including subrogation, salvage and fraud. Evaluate and negotiate losses with the Insured, contractors and Public Adjusters. Secure all public documents when necessary, and recognize the need for Non-Waiver, Reservation of Rights and Denial letters. Maintains open communication with all parties involved with the claims. Able to prepare clear, complete and concise reports, statements of loss, and any other documents pertaining to the loss. Excellent listening skills.

Responsible for the training of field adjusters. Train and mentor the new adjusters. Train all necessary employees in the usage of Xactimate. Teach the adjusters how to read and interpret policies. Teach the adjuster how to scope and estimate losses. Help them develop relationships with the insured, contractors, attorneys and whatever could be involved with the claim process. Facilitate the building and maintaining of proper and complete files. Teach them how and when to close a file and maintain a workable file load. Promotes adherence to company policies and procedures.

Branch Claims Manager – AZ April 1991- May 2000

GAB Robins, N.A.

Managerial – responsible for the property, casualty and auto claims departments. Monitors and reviews claims files processed by supervised personnel to ensure proper handling in accordance with policy provisions, established procedures and legal obligations of the Companies. Responsible for training and continuing development of personnel. A vast knowledge and understanding of policy provisions, company procedures, and state laws governing claims handling.

Catastrophe Duty – manager assumes all roles in times of need for CAT Duty.

Business Development – responsible for the retention of existing account relationships and assist in the generation of new customer account relationships. Maintain Branch Marketing Plan. Conduct sales calls on a regular basis for new and existing business. Monitor local market to investigate possible new prospects and change of conditions. Establish new leads for growth and business. Increase revenue growth.

Financial – all financial aspects for the branch including profit margin, budgets, payroll, expense accounts, bad debt collection, forecasting and production.

Quality Assurance – review of all files and reports before leaving the branch, quality reviews, and re-inspection of claims on a regular basis.

Human Resource and Career Development – responsible for the overall Human Resources of the branch, including corrective actions, reviews and pay increases, counseling and training. Monitor performance plans. Identify gaps or issues. Training and development of all employees.

Production – required participating individually in production standards of the branch. Maintain active pending files.

Education

A.A.S. Mechanical Drafting 1984-1986

Aurora Technical School

Maintained 4.0 GPA

AIC Designation AICPCU/IIA

IICRC Water Certification IICRC

HAAG Commercial and Residential

Roofing Inspector Certification HAAG Engineering

Certified level 2 Xactimate/XactAnalysis Xactware

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