Senior Claims Adjuster Property & Auto

JULIE STILLMAN

St. Louis, MO 314-***-**** *************@*****.*** linkedin.com/in/julie-stillman-35a55835 CLAIMS ADJUSTER PROPERTY & AUTO CLAIMS CUSTOMER RESOLUTION Insurance claims professional with 13+ years of experience supporting a national carrier across property and auto claims, customer communications, coverage review, and end-to-end claim resolution. Skilled in managing high-volume caseloads, conducting claims investigations, evaluating policy coverage and endorsements, and coordinating with repair shops, contractors, and service vendors to move claims efficiently through the resolution process. Recognized for the ability to balance competing priorities across calls, emails, voicemails, and documentation while consistently meeting service, quality, and timeliness metrics. Known for maintaining strong customer satisfaction results through clear communication, empathy, and proactive problem-solving during complex and often stressful claim situations. Trusted mentor to new employees, providing guidance on claims handling procedures, systems navigation, and customer service best practices while maintaining a full workload. Licensed in Florida and Michigan with extensive experience evaluating coverage, managing high-volume claims, and coordinating with repair networks and service vendors. PROFESSIONAL EXPERIENCE KEY ACHIEVEMENTS

American Family Insurance St. Louis, MO 2011 – 2026 Claims Adjuster – Property & Auto Claims

Managed a high-volume caseload of property and auto insurance claims from initial investigation through resolution. Served as the primary point of contact for policyholders, reviewing coverage, evaluating damages, coordinating with repair shops and service vendors, and ensuring claims were handled accurately while meeting service, quality, and compliance standards.

• Managed a caseload of 80+ active property and auto claims, completing investigations and moving claims forward within required timelines.

• Evaluated insurance policies, endorsements, and exclusions to determine coverage applicability and claim eligibility.

• Coordinated with repair shops, contractors, and service vendors to obtain estimates, photos, and documentation necessary for claim processing.

• Maintained strong customer satisfaction survey results through proactive communication and empathetic claims resolution.

• Handled 400+ calls monthly while managing voicemails, email, and text inquiries to ensure responsive service.

• Supported utilization of the Dream Restored Program by guiding customers to preferred repair networks and coordinating repair scheduling.

• Selected to mentor and coach 15 new employees, supporting onboarding, shadow training, and process guidance. Claims Customer Care Representative

Served as the first point of contact for policyholders reporting property and auto claims, collecting details and initiating claim files.

• Conducted recorded statements and gathered supporting information required for claim investigations.

• Documented damages, content lists, and claim details in the claims management system for adjuster review.

• Communicated with customers to explain next steps in the claims process and ensure accurate information capture.

• Maintained call response time metrics and service quality standards in a high-volume call center environment.

• Transferred claims to adjusters and supported smooth handoffs to ensure efficient claim processing. Advent Medical Group (Psychiatrist Office) St. Charles, MO Care Manager / Receptionist 2002 – 2011

Supported daily operations for a busy multi-physician psychiatric practice, serving as the primary administrative and patient coordination contact for scheduling, insurance verification, and front-office operations. Managed a high-volume phone system, coordinated appointments, prepared patient documentation, and facilitated communication between patients, physicians, insurance providers, and pharmaceutical representatives to ensure efficient office workflow and a positive patient experience.

• Scheduled and registered patients to reduce wait times and support efficient clinic flow.

• Delivered high-touch patient service by addressing concerns with empathy and resolving issues in real time.

• Prepared patient charts, pre-admissions, and consent forms; ensured accurate copays, charges, and insurance details.

• Managed a multi-line phone system, consistently responding quickly and routing calls appropriately; documented detailed messages and escalated to staff.

• Coordinated scheduling for pharmaceutical reps and supported insurance approvals for patient medications. EDUCATION

Lindenwood University — Bachelor of Business Administration, 2010 St. Charles Community College — Associate of Arts, 2007 LICENSURE

Florida Adjuster License (Active) Michigan Adjuster License (Active)

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