Claims Professional/Trainer/Mentor

LEQUIENT G HARDIN

CLAIMS PROFESSIONAL/TRAINER/MENTOR

Stone Mountain, GA 30083

***********@*****.***@gmail.com - 305-***-****

OBJECTIVE

Dedicated, experienced insurance and banking claims professional with strong organizational, investigating, and writing skills, as well as effective research and analysis abilities, looking to re-enter the job force as a claims professional.

CAREER ACHIEVEMENTS

Fraud Detection Analyst II from 2008-2011. Promoted to Back Office Claims Analyst Investigator II from 2011-2013, but was promoted to a 24HR Priority Back Office Claims Analyst Investigator II (Pilot team) from 2013-2015 (ATM Deposit Fraud/Sold Account). Team Lead & Trainer from 2008-2015 with the Fraud Detection Analyst II and Back Office Claims Analyst Investigator II teams. Top Performing Associate from 2008-2015 with Bank America.

Assisted with opening Great West Casualty Company Southeast Regional office in Knoxville, Tennessee in 1998. Started out just a mailroom clerk part time, but with hard work, i ended up with many roles within the company: Lead Claim Support Specialist Supervisor/Backup Manager, Lead Claims Assistant, Mail/Shipping/Receiving Trainer from 1998-2008. Corporate Accounting/Work Compensation/Occupational Accident Assistant and Subrogation Adjuster/Legal Assistant from 2000-2008.

EXPERTISE SKILLS

Written and Oral Communications Skills, Claims Management, Claims Handling, Claims Investigation, Claims Negotiation, Claims Adjusting, Critical Thinking, Analytical Skills, Legal Liability, Time Management, Team Building, Third Party Liability, Third Party Claims, Third Party Collections (17 years); Customer Account/Client Support Service Specialist (17 years); Team Lead/Supervisor, Trainer, Mentor (16 years).

Property & Casualty, Worker's Compensation, and Occupational Accident Disability Insurance (10 years); Insurance and Subrogation Claims (10 years); Insurance Claims and Legal Assistant (10 years); Shipping/Receiving/Billing (10 years).

Banking/Financial/Card Services/ATM & Deposit Fraud Detection Claims (7 years); 24HR Priority Back Office Claims Analyst Investigator II (4 years), Fraud Detection Analyst II (7 years).

WORK EXPERIENCE

24-HR Priority Back Office Claims Analyst Investigator II/Fraud Detection Analyst II

Bank of America - Kennesaw, GA-July 2008 to June 2015

Resolves customer ATM/Debit card claims within the bank's policies and procedures. Investigated claims involving potential and suspected fraudulent activities. Investigate and decision daily incoming claims using multiple systems and tools; resolve differences between merchants and our customers; answer claim inquiries received from various channels within the bank. Compare data from surveillance footage to data client submitted on claim forms. May debit or credit customer's accounts as appropriate, process charge backs or update customer regarding pending claims. Researches and resolves other general customer account inquiries as appropriate. May have to contact customer directly if need additional information to further our investigation.

Priority 24hr Project teams have to decision claims that are submitted the day before or that day. Handles between 30-35 claims a day.

Receives incoming calls and assists customers with questions or issues regarding account or debit cards. Issue new debit card if customer didn’t authorize debit card transactions on account.

File claim to provide customer with a temporary credit of the transactions & fees in the account while our Claims Analyst investigate. May also contact merchant, if the transaction is a merchant dispute. May receive calls from internal employees who need support to resolve complex call types or require an answer to a procedural, process, or situational questions through multiple channels.

May need to provide decisions regarding credit or debits to customers accounts.

Subrogation & Legal Assistant Specialist; Mentor & Trainer; Worker’s Compensation & Occupational Accident Disability Assistant; Property & Casualty/Cargo/Underwriter Assistant; Claim Support Specialist Team Lead/Supervisor

Great West Casualty Company - Knoxville, TN-June 1998 to July 2008

Primarily responsible for recovery on the Company's subrogation claims through direct contact with the at-fault party, with the claimant carrier, arbitration, or litigation, while obtaining recovery goals as set forth in performance objectives. Review and evaluate new subrogation transfers, determining the most effective recovery method. Determine the need for any additional investigation of subrogation files, requesting completion through claims adjusters or supervisors. Review facts of liability, collection potential, and the expected outcome of legal action to determine the subrogation potential on files. Send timely demand packages and other materials to support the subrogation claim.

Negotiate settlement with claimants and/or their insurance company's representative with established lines of authority. Refer appropriate files to approved collection agencies, and file insured cases with Arbitration Forums. Proactively pursue product liability cases by ensuring all supporting material is in the file, and determine whether or not attorney involvement is appropriate. Refer files to attorneys, and direct their activity, including the initial filing of suit through trial. Diary files as appropriate, and determine and document an action plan with each review of the file.

Communicate all aspects of the subrogation handling with captive insureds. Prepare and present occasional status reports in person and by telephone conference at the request of the insured. Maintain established subrogation recovery records. Promptly process recovery payments and issue checks for insureds\' deductibles. Review all expense bills within an appropriate timeframe, and issue payment, if necessary. Maintain a high level of customer service to both internal and external customers by returning phone calls and acknowledging correspondence in an appropriate timeframe.

Perform other duties as assigned by the Claims PD or Occupational Accident Supervisor.

Handled confidential information with sensitivity and discretion in accordance with Date Privacy requirements. Followed up on outstanding issues to ensure resolution, keep employee informed on the status of research, closeout case when complete.

Performed, track and log all transactions performed related to Human Resources and/or Claims Process.

Responded to incoming calls, emails, and live chat from customers to file a claim or receive an updated status of a claim.

Facilitated post training process serving as subject matter expert. Coordinated with our insured and agents to prepare property, medical, and vehicle payment and/or damage information.

Process, scanned, indexed, & stored documents to appropriate claim files. Assisted with answering company switchboard.

Trained as a Underwriting Assistant, Physical Damage Assistant, Liability Assistant, Human Resource Assistant, Work Comp Assistant, Occupational Accident, and as a backup for our in-house Insurance Agency as a Customer Support Service Specialist & Risk Management Account Assistant.

EDUCATION

College Diploma in Business Administration - Tennessee Technology Center at Knoxville - Knoxville, TN - 1996 to 1998

High School Diploma in General Studies - Carter High School - Strawberry Plains, TN - 1992 to 1996

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