Ashley L. Cox
Lithonia
Summary
Claims Specialist with extensive experience at State Farm Insurance, specializing in claims processing and communication. Achieved recognition for timely resolutions and training initiatives for new associates. Skilled in critical thinking and customer service, ensuring compliance and accuracy in high-pressure situations. Focused on improving operational efficiency and client satisfaction.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Claims Specialist: Auto & Property
STATE FARM INSURANCE
Dunwoody
09.2019 - 10.2021
- Used problem-solving and conflict resolution skills to manage complex claims (from initial report through resolution) by applying problem-solving techniques to improve processes, build trust, and provide excellent service.
- Handled a high level of inbound calls to file new claims (initial loss reporting).
- Assigned complex claims including large losses, coverage issues, thefts, fraud investigations, and fatalities based on ability to independently settle claims quickly while showing compassion to clients.
- Analyzed and resolved difficult liability and comparative negligence decisions per company guidelines.
- Lead in training and coaching new Claims Associates in company best practices and how to accurately and efficiently adjust claims based on company guidelines.
- Delivered accurate, timely, and complete accident investigations while meeting both company and Department of Insurance deadlines.
- Utilized as a trainer for new claims associates.
- April 2020/2021: Received Mission CX award; May 2020/ 2021 received Remarkable award.
Mortgage QC Reverification Specialist
STONE HILL GROUP
Atlanta
12.2018 - 09.2019
- Responsible for performing loan processing activities related to Quality Control audit procedures (IAW) while adhering to agency requirements and government agencies including Fannie Mae, Freddie Mac, VA, FHA, and private investors.
- Re-verify loan applications, gift letters, verification of employment, and verification of deposits.
- Apply excellent communication and problem-solving skills to follow up on all correspondence and verification information.
- Ensure that all origination activities are in full compliance with state and federal lending laws.
- Review DU findings and conditions to verify borrower income, assets information and employment.
- Audit various post-closing mortgage loans including compliance audit, discretionary audit and EPD audit.
Mortgage Loan Closer
UNITED SHORE
Troy
08.2016 - 08.2018
- Ensured strict quality assurance of mortgages by working closely with loan officers, underwriters, and attorneys to guarantee compliance with guidelines and regulations.
- Responsible for successfully maintaining highest levels of accuracy in company's internal audit reports.
- Effectively communicated with title companies and brokers to obtain changes/corrections needed for Closing Disclosure approval.
- Reviewed and updated closing disclosures based on changes from title company. Requested wires and instructions.
- Addressed and resolved any underwriting, change of circumstances, lock problems, or other issues as needed.
- Managed projects with varying levels of complexity and had broad scale accountability for processes that supported key strategic initiatives.
- Partnered with key team leaders to plan and deliver communication strategies.
- Provided immediate feedback to management and team members regarding strengths and areas for improvement while facilitating effective team communication.
- Met strict deadlines while effectively communicating with clients, title companies, underwriters, and loan officers.
- Successfully ensured the data integrity and accuracy on processing/closing process.
Appraisal Communication Specialist
AMROCK/QUICKEN LOANS
Detroit
01.2013 - 08.2016
- Responsible for following up on appraisers' and lenders' concerns while delivering professional customer service.
- Applied high-level follow-up and organization skills to relay, and provide, information from appraisers, lenders, and clients.
- Answered calls from various hotlines while updating appraisal orders.
- Met and exceeded company performance standards.
Appraisal Billing Specialist
AMROCK/QUICKEN LOANS
Detroit
06.2012 - 01.2013
Appraisal Status Coordinator
AMROCK/QUICKEN LOANS
Detroit
08.2011 - 06.2012
Education
Criminal Justice Technology
Georgia Piedmont Technical College
Clarkston, GA 08.2025 - 08.2025
Licensed Esthetician - Esthetics
Georgia Career Institute
Conyers, GA 01.2024 - 02.2025
Skills
- Attention to detail
- Effective communication
- Claims processing
- Critical thinking
- Organizing and prioritizing work
- Excellent communication
- Time management
- Customer service
- Appraisal review
- Underwriting support
- Claims management
- Quality assurance
- Document management
- Verbal and written communication
- Task prioritization
- Document verification
Certification
CLAIMS ADJUSTER, FL, WY, NM, VT, SC, RI, OK, NC, NH, LA, KY, DE, CT
Timeline
Criminal Justice Technology
Georgia Piedmont Technical College
08.2025 - 08.2025
Licensed Esthetician - Esthetics
Georgia Career Institute
01.2024 - 02.2025
Claims Specialist: Auto & Property
STATE FARM INSURANCE
09.2019 - 10.2021
Mortgage QC Reverification Specialist
STONE HILL GROUP
12.2018 - 09.2019
Mortgage Loan Closer
UNITED SHORE
08.2016 - 08.2018
Appraisal Communication Specialist
AMROCK/QUICKEN LOANS
01.2013 - 08.2016
Appraisal Billing Specialist
AMROCK/QUICKEN LOANS
06.2012 - 01.2013
Appraisal Status Coordinator
AMROCK/QUICKEN LOANS
08.2011 - 06.2012
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