MARIA ESCUADRA

Served as a material damage adjuster responsible for evaluating vehicle damage and handling minor bodily injury claims,while ensuring fair settlements, accurate liability assessments, and compliance with policy and regulatory standards.

• Conducted detailed investigations to assess liability, determine coverage, and deliver accurate settlement decisions.
• Collaborated with internal teams, repair facilities, and legal representatives to facilitate claim resolution and maintain clear communication throughout the process.
• Utilized claims management software to document file activity, monitor claim status, and ensure timely, organized processing.
• Negotiated settlements resulting in a 20% reduction in overall claims costs, leveraging strong communication skills and strategic resolution techniques.

Served as a bilingual claims representative, handling high-volume inbound calls for new and existing auto claims, delivering accurate, empathetic support in English and Spanish, while maintaining compliance with company standards and claims procedures.

• Managed multiple phone skill sets including New Loss and Existing Claims across various queues in a high-volume call center environment.
• Processed First Notice of Loss (FNOL) reports in accordance with internal procedures, ensuring accuracy and timeliness.
• Provided courteous and confidential assistance to policyholders, claimants, carriers, and attorneys across multiple states regarding claim inquiries.
• Entered and submitted claim details into the ISO ClaimSearch database, assigning reports to the appropriate adjusters.
• Reviewed system records to identify duplicate claims and validate missing or incorrect policy information.
• Ensured compliance with company policies, departmental procedures, and service standards during all customer interactions.
• Reported system issues or service disruptions promptly to IT or the appropriate support teams.

Served as a scheduling coordinator in a high-volume inbound call center, assisting patients with diagnostic imaging appointments while ensuring clear communication, insurance coordination, and adherence to medical office protocols.

• Answered inbound calls and placed outbound calls to schedule Ultrasounds, CT scans, Mammograms, Nuclear Medicine, and Bone Density exams.
• Provided patients with detailed information about imaging procedures and exam preparation.
• Assisted patients with rescheduling appointments, verifying availability, and minimizing wait times.
• Followed up with referring physicians to clarify or correct incomplete or inaccurate imaging orders.
• Coordinated with insurance companies to verify coverage and ensure timely submission of exam authorizations.
• Occasionally checked in patients, completed intake paperwork, and worked closely with imaging technicians to support efficient exam flow and patient care.

Served as an arbitration and subrogation specialist, handling intercompany disputes and recovery efforts on auto claims, delivering persuasive arguments and strategic negotiations, while ensuring compliance with arbitration rules and company recovery procedures.

• Drafted and submitted arbitration content for both Applicant and Respondent roles using strong written arguments supported by facts, evidence, and policy language.
• Negotiated with insurance carriers and legal representatives to reach fair subrogation settlements and maximize recovery outcomes.
• Analyzed claim files to determine liability, evaluate damages, and identify opportunities for recovery.
• Monitored open and paid losses to ensure timely follow-up, recovery action, and accurate documentation.
• Collaborated with internal departments and supported arbitration initiatives to meet recovery cycle time goals and maintain file quality standards.

Served as an auto claims adjuster responsible for managing the full lifecycle of auto insurance claims, including investigation, liability determination, and resolution, while delivering fair outcomes, and ensuring adherence to company guidelines and state regulations.

• Investigated, evaluated, and determined liability on assigned auto insurance claims, ensuring accurate and timely claim resolution.
• Communicated clearly and professionally with policyholders, claimants, legal representatives, and third parties through both written and verbal channels.
• Maintained organized claim files by utilizing a diary system to monitor progress, deadlines, and follow-ups.
• Set preliminary reserves and conducted regular evaluations to ensure reserve accuracy based on claim developments.
• Applied strong customer service, time management, and organizational skills to handle multiple claims simultaneously and efficiently.
• Coordinated repairs and claim resolutions by working closely with insureds, body shops, and rental companies to ensure timely vehicle restoration.
• Negotiated liability decisions with other insurance carriers and referred files to subrogation when recovery was warranted.
• Conducted thorough investigations using various resources to gather supporting documentation and evidence.
• Monitored ongoing medical treatment and procedures to ensure relevance, leading to the fair settlement of minor to moderate bodily injury claims.

Served as a frontline representative handling high-volume inbound calls related to new and existing auto insurance claims, delivering efficient, empathetic service while ensuring compliance with company policies and claims procedures.

• Managed 60+ First Notice of Loss (FNOL) and claim-related calls daily across multiple phone queues (Customer Service, Claims, New Loss, Existing Claims) in both English and Spanish.
• Processed FNOL reports in accordance with service standards and regulatory requirements.
• Provided accurate information and support to policyholders, claimants, attorneys, repair facilities, and other third parties with professionalism and confidentiality.
• Entered and validated claim data in ISO ClaimSearch; reviewed systems for duplicate claims and missing policy details to maintain data integrity.
• Identified and reported potential fraud, unusual trends, and system issues to appropriate departments.
• Participated in action meetings to address service gaps and improve customer experience.

• Assist customers in different states with information regarding their financial accounts.
• Exceed in customer satisfaction while exceeding in quality goals and company standards.
• Assist clients with complicated billing issues focused on goal of one-call resolution.
• Monitor payments due from clients and promptly contact clients with past due payments.
• Developed new processes to reduce aged accounts from up to 120 to 0 days.