Customer Service Commercial Property

Heidi Risetter

**** * ** ***, *****, IA ***** 515-***-**** ***************@*****.***

Objective

I am seeking a challenging full-time position of a Claims Specialist, Large Loss. Goal-oriented individual who strives at creating an ease of understanding subject matter expertise for business operations.

Qualifications

5 years of Property Personal Lines Claims Handling experience, Desk/ Property Network Property Claims experience

5 years knowledge of Claims Center. Proficient in Xactimate 1, 2 & 3 certified, Xactanalysis, MICA QA.

Communicates through virtual emails, team’s meetings software to effectively manage change

11+ years of professional experience in customer service

6+ years of formal leadership experience

Proficient in Excel, Word, PowerPoint, OneNote

1+ years in Commercial Property Claims Handling

Field reinspection experience- Ride along- ( In the field )

Large Loss claim handling of claims

Strong analytical skills, change root cause solve problem

Construction background, Residential Roofing, interior water damages

Excellent Verbal, written, and interpersonal skills

Employment

Commercial Property – Claims Adjuster 2

Nationwide Insurance - Des Moines, IA October 2023 to Present

Skilled in strong customer service experience by estimating structural losses along with any non-structural losses for commercial property damage. Handling complex loss of all perils that exceeds over Handled claims through Property Repair Network to satisfied members, agents and 3rd parties. Determines coverage, investigate claims by adjusting reserves, deny or pays coverage. Over 10+ years in the professional experience in assisting customers reach their end goals. Interpreting legal documents to bi-laws and working with public adjusters.

oCustomer service Rating at a 10

oEstimating losses that can exceed over $50,000.00 and above

oXactimate 3 certified completed

o

CPT- Central Property Team- PRN- Property Repair Network

Nationwide Insurance - Des Moines, IA June 2021 to Present

Highly skilled in strong customer service experience by estimating structural losses along with any non-structural losses for property damage. Handled claims through Property Repair Network to satisfied members, agents and 3rd parties. Determines coverage, investigate claims by adjusting reserves, deny or pays coverage. Assists in legal claims based on coverage, documents and investigate to resolve lawsuits. Reached a 9.7 YTD CSI (Customer Service Survey) score while keeping claims count down. Demonstrated in Collaboratively working with Underwriting, Services, Billing to resolve claims issue resolutions. Providing point of contact between agent and member through virtual emails and or any necessary communications for the claim. Manages underwriting disputes for risk reporting on claims. Agent assistance within claims for members. Strong claims handling/ background and knowledge for ease and efficiency for the members. Reviews, analyzes and interprets insurance statutes and regulations impacting upon the products and procedures of assigned product(s) and/or operational area; communicates and advises management concerning the compliance and legal implications.

o2-time mentor for New Employees

oWriting own estimates from start to finish- Seek Now/ IA reports

oCollaborates with SIU to detect fraud in complex claims

oWorking with vendors to resolve claims in complexity especially Large Loss claims

oParticipates in special projects, Strong technical knowledge

oLeader in Text Message/Communications with members

CPT- Central Property Team- Desk Settle

Nationwide Insurance - Des Moines, IA October 2018 to June 2021

Highly skilled in strong customer service experience by estimating contents losses along with any non-structural losses for property damage. Handled claims through Property Repair Network to satisfied members, agents and 3rd parties. Reached a 9.9 YTD CSI score while keeping claims count down. Demonstrated as a high-level performer in same day/early settles for the 3rd highest team member within the DSU organization. Strong claims handling/ background and knowledge for ease and efficiency for the members.

oAll Women’s Network Mentee Program 2018 to present

oVolunteer for CAT tours for multi claims due to disaster

Operational Risk Consultant 1

Wells Fargo - Des Moines, IA September 2017 to October 2018

Demonstrated consulting and collaborative experience at all levels of the organization to understand customer and company needs and objectives. Coordinates tasks and identifies issues to complete in a timely manner. Ability to interact with all levels of any organizational chains which involves risk issues and how they apply to the business needs.

oGreen Team Speaker coordinator 2017

Home Preservation Specialist I- Home Preservation Specialist III

Wells Fargo- Des Moines, IA March 2010 to September 2017

Highly skilled in coaching training the team members continue to succeed. High proficiency in Microsoft Word, PowerPoint, Excel, Outlook skills. Leader in positive growth within organization for excellent results. Highly involved with third parties, realtors, attorneys for liquidation cases for mortgages. Production environment experience by maintaining excellent customer service. Execute detail-oriented projects in a fast-paced environment.

oRecipient of November Leadership Award within GSE (FHMLC- FNMA) 2016.

o2 + years Claim handling experience within payments

oRecipient of Service Excellence Award in Phoenix, AZ 2016.

oChosen to be two-time Mentor by training new employees.

oNamed Top Performer of FHA/USDA/VA in August & September 2015.

oRecipient of February 2014 Most Valued Employee, of handling customers inquiries and request.

oLeadership Development Program Certified in October 2015.

Education

Continuation of college in the study of business/ communications degree from Trident University graduate date of 2025

Creston High School 2002

Southwestern Community College 2001-2002 Business/ Communications

References upon request

Contact this candidate