Auto/Bodily Injury Claims Adjuster

Heather Washburn

Severance, CO 970-***-**** *****************@*****.***

Professional Summary

Analytical and customer-centric Claims Adjuster with 15+ years of experience in managing complex cases, building collaborative relationships, and overseeing multi-line personal and commercial accounts while possessing expertise in investigations, appraisals, legal issues, and settlement negotiations working in automotive, property, and casualty claims. Proven ability to handle high-stress situations and complaints with professionalism and commitment to deliver solution-focused claim adjustments. Known for exceptional interpersonal skills, coupled with a dedication to compliance with regulatory policies.

Work Experience

USAA Colorado Springs, CO

Insurance Professional February 2021 – July 2023

●Analyzed and comprehended member needs by consistently delivering comprehensive guidance and solutions, including a range of products and services tailored to client-specific requirements

●Delivered in-depth issue diagnosis, effectively reducing the need for transfers and callbacks with a keen focus on streamlining resolution processes and improving customer satisfaction

●Ensured an engaging member interaction across diverse channels and enhanced overall customer experience by proficiently operating within a dynamic contact center, while skillfully navigating diverse systems and programs

●Identify, measure, monitor, and control risks associated with business activities while ensuring proactive risk management in compliance with risk and compliance policies

●Secured and sustained licensure to sell property and casualty insurance in all 50 states, demonstrating comprehensive industry expertise and certifying nationwide service capabilities

Wawanesa Fort Collins, CO

Personal Lines Auto Claims Representative January 2020 – February 2021

●Conducted thorough investigations of auto claims while identifying and analyzing key aspects to resolve claims effectively based on coverage, damage assessments, and liability determinations

●Leveraged knowledge in interpreting and applying insurance policies to diverse auto claims scenarios, with accurate and fair resolutions in line with regulatory and company guidelines

●Managed and resolved a high volume of auto claims while providing personalized customer service and maintaining precision and attention to detail in all claim evaluations and decisions

●Connected with assessors and appraisers, fostering collaboration to assess vehicle damages and meticulously estimate repair costs, assuring accurate and well-documented assessments

Career Note: Caregiver June 2015 – December 2019

●Prioritized dedicated time to family responsibilities during my husband's military re-allocations and served responsibilities as a stay-at-home parent

USAA San Antonio, TX

Personal Lines Auto Bodily Injury Claims Representative July 2014 – June 2015

●Executed thorough claims investigations in strict alignment with laws, organizational ethics, and quality standards while determining optimal coverage and compensability for effective claim resolution

●Facilitated equitable settlements by cultivating collaborative relationships with attorneys, insured individuals, and third parties, ensuring the meeting of everyone's interest and implementing applicable regulatory statutes

●Improved claims procedure by evaluating and determining reparability as well as total loss settlements through detailed automotive appraisals, contributing to an accurate and informed decision-making process

EAN Holdings, LLC. Fort Collins, CO

Recovery Specialist January 2012 – June 2014

●Provided effective reinforcement and support within the Damage Recovery Unit with quick and appropriate retrieval actions in line with the established recovery procedure to maximize efficiency and effectiveness

●Applied meticulous attention to detail in reporting and assigning claims, regulating completion in the reporting and assignment of all claims through the designated fielding process

●Established effective coordination with internal stakeholders, law enforcement agencies, legal representatives, and external entities involved in asset recovery, nurturing a streamlined and collaborative recovery process

Farmers Insurance Company Fort Collins, CO

Personal Lines Auto Bodily Injury Claims Representative June 2005 – January 2012

●Oversaw and facilitated claims through thorough investigations, including meticulous analysis of claim forms to ascertain the correct level of coverage

●Safeguarded organizational interests by providing equitable and swift resolutions of auto and bodily injury claims, meticulously adhering to all relevant regulatory standards and requirements

●Achieved mutual benefits through effective negotiation with insured parties, attorneys, and third parties

Additional Experience

State Farm Insurance Company Administrative Team Member

Allied Property & Casualty Insurance CO Auto Insurance Master Claims Representative

Explorer Insurance Company Personal Lines Auto Insurance Claims Representative

Travelers Property & Casualty Insurance Company Commercial Lines Auto Insurance Claims Representative

Skills

Claims Assessment, Negotiation & Settlement, Risk Assessment & Mitigation, Auto Estimation, Account Management

Relationship Building, Documentation & Reporting, Process Optimization, Policy Interpretation, Customer Service

Technologies

Microsoft Office Suite: Word, Excel, PowerPoint, Outlook

Education & Credentials

University of Phoenix, Denver, CO

Claims Adjuster - Property & Casualty Adjuster License

Insurance Producer - Licensed to sell P&C products in 50 states

Driver's License

Volunteer Experience

MADD, St. Joseph Catholic School, JPII Catholic High School, Fort Collins, CO Present

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