Senior Claims Operations Leader with Risk Expertise

*******.*******@*****.*** • 219-***-****

STEVEN T. SMITH

Insurance Claims Professional

PROFESSIONAL SUMMARY

Insurance Claims Professional with over three decades of experience in claims resolution and risk management, adept at driving operational efficiency and client satisfaction through strategic oversight. Demonstrates exceptional leadership and process improvement skills, consistently achieving measurable outcomes and fostering a culture of excellence. Committed to leveraging innovative solutions to streamline claims processes, ensuring compliance and optimal results.

EMPLOYMENT HISTORY

SENIOR MANAGER, CLAIM OPERATIONS – RISK MANAGEMENT Jan 2025 - Aug 2025 Metropolis Technologies, Inc. Chicago, IL

• Led comprehensive operations for claims management, ensuring swift and equitable resolutions.

• Enhanced program efficiency through strategic oversight and risk analysis.

• Collaborated with stakeholders to streamline claims processes and improve client satisfaction.

• Implemented safety protocols, reducing accident rates and lowering costs.

• Trained and guided claims teams, fostering a culture of excellence and accountability.

• Evaluated vendor performance data to drive actionable recommendations, resulting in marked gains in operational reliability and claim turnaround.

• Introduced workflow automation tools for claims documentation, minimizing manual errors and promoting noticeable gains in accuracy.

• Directed crisis response protocols for high-impact incidents, ensuring rapid escalation and effective mitigation to protect company interests.

• Pioneered digital onboarding for new claims staff, enabling rapid integration and consistent compliance with evolving industry standards.

• Assessed cross-departmental handoff points, identifying bottlenecks and deploying targeted solutions for smoother claims processing.

• Negotiated service level agreements with external partners, achieving measurable improvements in claim closure timelines.

• Audited claims documentation procedures, uncovering process variances and instituting corrective measures to uphold data integrity.

• Partnered with IT and legal teams to align risk mitigation strategies, strengthening enterprise-wide compliance and operational resilience.

• Audited regulatory compliance across all claims processes; proactively resolved discrepancies to uphold standards and prevent operational setbacks.

PROPERTY CLAIMS MANAGER – MIDWEST REGION 2018 – 2023 National General Insurance, an Allstate Company. Chicago, IL

• Supervised and directed a team of claim handlers across multiple states in claims adjusting and auditing.

• Trained, developed, and provided technical guidance to claims staff.

• Advised team on claims management, performance indicators, and monitored results.

• Compiled, organized, and formatted data for internal/external reporting.

• Conducted analyses for strategy, risk, and insurance program development.

• Provided support to senior leadership in executing departmental goals.

• Ensured compliance with corporate, state, and regulatory standards.

• Monitored claim reserves, reviewed work quality, and ensured adherence to standards.

• Conducted file reviews, performance evaluations, and staff hiring/salary determinations.

• Acted as a resource for claims system usage and decision-making guidance.

• Managed large loss and complex claims involving coverage concerns.

• Diffused customer concerns and provided clear explanations of company positions.

• Participated in committees and special projects presented to agency partners and senior leadership. PROPERTY CLAIM SPECIALIST 1993 - 2017

State Farm Insurance Co. Chicago, IL / Merrillville, IN

• Negotiated claims with insureds, claimants, and attorneys; supervised Independent Adjusters.

• Controlled adjustment expenses through settlement of first and third-party claims.

• Applied building and repair expertise using Xactimate/Xactanalysis for large, complex claims.

• Investigated and evaluated multiple lines: Inland Marine, D&O, E&O, Bodily Injury, Construction Defect, Asbestos, Product, and Premises Liability.

• Saved $250K–$500K annually in fraudulent claims working with the Special Investigations Unit.

• Issued and managed $5M–$9M annually in claim payments.

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

• Earned Remarkable Service Award for exceptional after-hours customer service.

• Managed 400–450 claims annually with strong organizational and time management skills.

• Drafted coverage letters (reservation of rights, tender analysis, disclaimers).

• Managed litigated files and tort claims with defense counsel.

• Authorized and issued liability claim payments within authority.

• Utilized resolution techniques (high-low agreements, settlement proposals, declaratory judgments).

• Attended hearings, mediations, and trials as needed.

• Served as subject-matter expert on construction defect and inland marine claims, providing guidance and insight to resolve complex cases.

• Built strong investigative networks with police/fire departments.

• Mentored and coached team members on best practices and good faith claim handling.

• Traveled extensively to settle catastrophe claims in multiple states. EDUCATION

BACHELOR OF ARTS DEGREE Aug 1986 - May 1990

Purdue University-Main Campus West Lafayette, IN

ASSOCIATE DEGREE, SUPERVISION TECHNOLOGY Aug 1988 - May 1990 Purdue University-Main Campus West Lafayette, IN

SKILLS

Risk Management (Experienced), Claims Oversight (Expert), Program Administration (Expert), Operational Leadership

(Expert), Claims Resolution (Expert), Client Partnerships (Expert), Vendor Partnerships (Expert), Team Leadership

(Expert), Process Improvements (Expert), Compliance (Expert), Customer Service (Expert).

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