Steven T. Smith

ad32cw@r.postjobfree.com

219-***-**** (cell)

Career Summary

Enthusiastic, energetic, and self-motivated Property Claims Manager with extensive claims, public service, and financial management experience. Caring, an empathetic leader who personalizes each employee and customer interaction to resolve their concerns. Committed to the success of the organization, claims management, and team members at all levels. A persuasive, reliable leader with demonstrated ability to efficiently handle complex issues and major responsibilities. With excellent interpersonal, relationship-building, and communication (written and verbal) skills, works effectively with all levels of management and internal/external customers. Ability to listen attentively, determine alternatives and implement positive solutions. Strong proficiency in Microsoft Office applications. Professional Experience

Property Claims Manager-Midwest Region-National General Insurance, an Allstate Company 2018- 2023

Supervised and directed a team of claim handlers in multiple states in the process of claims adjusting. Trained, developed, and provided technical guidance to claims staff. Advised claims team on tasks related to the management of claims and monitored performance. Provided information and support to leadership in the implementation of activities to reach department goals.

• Managed a team of claim handlers to ensure results produced met team, department, corporate, state, and regulatory standards, and goals, and provided regular feedback to management on results.

• Monitored and drove metric results.

• Directed, controlled, and reviewed work quality and quantity to ensure the claims team regularly applied established standards, produced accurate and timely work products, and effectively handled workloads.

• Established and communicated clear performance objectives, evaluated work product and progress towards objectives, completed file reviews, and wrote performance evaluations based on corporate standards.

• Proactively coached and counseled claim handlers on strengths and areas of opportunity by providing feedback and valuing other perspectives.

• Assisted with the screening and hiring of staff and determined salaries based on performance.

• Served as a resource to staff and others for information and guidance in using the claims system, and for making proper and timely claims decisions.

• Diaried, tracked, and managed progress on large loss and complex claims involving coverage concerns.

• Listened and diffused customer concerns through an explanation of the company’s position.

• Provided input and assisted leadership in preparing reports, planning, and evaluating strategies, gathering and analyzing data, and identifying and implementing department goals.

• Participated and led committees and/or special projects as needed. Claim Specialist – State Farm Insurance Co. Chicago, IL/Merrillville, IN 1993 – 2017 Initiated claim negotiations with insureds, claimants, and attorneys. Supervised Independent Adjusters. Controlled adjustment expenses through a settlement of first and third-party claims. Applied comprehensive knowledge of building industry and repair techniques by utilizing Xactimate and Xactanalysis to estimate and settle large and complex Commercial and Residential property damage and contents claims. Provided factual, legal, and medical analysis. Complied with governmental/company regulations.

• Saved 250K to 500k annually from fraudulent claims as a result of working with the Special Investigations Unit.

• Issued and handled 5 to 9 Million Dollars in claim payments annually.

• Achieved “Remarkable Service Award” for excellent customer service provided after hours.

• Demonstrated superior organizational, planning, and time management skills to effectively manage an average workload of 400-450 claims per year.

• Built and leveraged relationships to assist in diligent investigations. Utilized contacts within Police/fire departments to obtain more complete information about losses.

• Investigated claims thoroughly, subrogation opportunities were recognized, and handling of policy coverages/conditions was exemplary.

• Received the “National Spirit of State Farm Award” for outstanding leadership.

• Positively mentored and coached team members in utilizing Best Practices and Good Faith claim handling principles and procedures.

• Minimized delays by demonstrating scheduling flexibility.

• Utilized advanced analytical, critical thinking, and problem-solving skills to provide a simple and personalized experience to both internal and external customers.

• Added value with the ability to work independently, multi-task, and take ownership of various projects while still following the proper chain of command and effectively working in a team environment.

• Handled complex claims and acted as a subject-matter expert. Steven T. Smith Page Three

• Positively engaged with team members and management to share perspectives and support company goals.

• Established familiarity with many contacts in the industry, enabling efficiency in addressing. unique and difficult challenges.

• Traveled and settled catastrophe claims in numerous states. Education

Bachelor of Arts Degree – Purdue University, West Lafayette, IN Associate Degree, Supervision Technology – Purdue University, West Lafayette, IN Memberships/Affiliations

Member – Purdue Alumni Association Member – Kappa Alpha Psi Fraternity Inc. Member - NAACP Charter Member - The Smithsonian National Museum of African American History and Culture

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