Felicia Juvera
Summary
An innovative property & casualty claim professional with a comprehensive understanding of the complete property claim cycle and management, including problem-solving and removing blockers that prevent from delivering customer excellence, ensuring top-quality customer service is maintained through monitoring and communication, and understanding the customer experience and colleague capability through the flow of demand: reviewing claims, the effectiveness of decision making and the efficiency of processes.
A strong communicator who can cultivate and strengthen relationships with internal and external professionals to maximize business opportunities. Experienced in proactively managing a team to achieve performance and business goals, identifying performance gaps, and supporting continuous development.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Large Loss General Adjuster (Major Case Unit)
THE HARTFORD INSURANCE COMPANY
06.2024 - 09.2024
- Possess appropriate state adjuster license(s) and continuing education credits
- Managed 100k+ size assignments reflecting a very high degree of technical complexity and coordination
- Possessed extensive technical knowledge and skills, including product and industry
- Negotiated settlements, mitigates losses, and controls expenses on the company’s most significant losses
- Maintained a high level of communication with leadership
- Responsible for consulting and participating in the development of extensive claim strategies (SME) to coordinate consistent countrywide handling of specific significant losses
- Informal leader who presented significant losses to leaders and key stakeholders
- Resigned solely due to a spouse's military move to the UK, and the position would not transfer.
Property Field Manager
TRAVELERS INSURANCE
04.2022 - 04.2024
- Managed a remote team of 6-8 across CO, UT, and MT
- Coordinated and scheduled field personnel to cover operations throughout the assigned regional areas.
- Coached towards evaluating, negotiating, and monitoring highly complex property claims
- Determined legal liability and equitably defended compliance with all state regulatory requirements
- Sought problem resolution by understanding customers’ needs to deliver appropriate solutions
- Developed a partnership with vendors, clients, IA’s, and internal partners to facilitate claim resolution
- Monitored team workloads and work quality to meet KPI goals
- Provided oversight of compliance with property guidelines, vendor relationships, and fraud detection
- Delivered training and onboarding to new property claim handlers
- Identified problem areas impacting customer service and expense control
- Assisted in property learning and development technical training for staff to streamline claims processes.
- Proficient in Xactimate estimating system and claim platform
- Delivered analytical solid, computer, and communication skills.
- Performed quality control inspections on phases of field operations.
Commercial Property Manager
THE HANOVER INSURANCE COMPANY
03.2020 - 04.2022
- Managed a hybrid/remote team of property claims professionals, primarily on the West Coast
- Solid understanding of data science and financial modeling within the property & casualty industry (personal and commercial lines)
- Part of the talent development leadership team focused on projects to boost remote teams’ morale
- Negotiated daily with clients and external partnered vendors to reach an agreed settlement
- Advised policy and procedural changes that aligned with the business standards
- Optimal risks associated with business activities were identified, measured, monitored, and controlled
- Experienced in a fast-paced environment, maintaining a high level of productivity
- Accountable for delivering monthly team analytical results and discussing a plan to execute needed
- Worked in a matrixed dynamic environment, with the ability to navigate effectively
- Displayed Hanover business techniques to gauge and manage performance, keeping the values first
- Possessed the ability to interact professionally and effectively with executive-level management
- Supported customers and internal partners by delivering exceptional customer service, decreasing claim escalations significantly
- Developed partnerships with other functional areas to meet a common goal.
Senior Property Adjuster
UNITED SERVICES AUTOMOBILE ASSOCIATION
02.2018 - 02.2020
- Adjusted complex property claims to include moderate to high-value structure/condo claims to include a moderate amount of additional living expenses (ALE)
- Delivered performance presentation materials for business reviews with leadership
- Maintained proficient knowledge of current state laws and regulatory environments for assigned states
- Developed recommendations related to policy/membership growth and product improvements
- Formulated responses to routine and complex member inquiries elevated by Member Contact teams
- Interacted with critical stakeholders to collect and analyze information that drove the business goals to underwriting, marketing, legal, IT
- Trained green employees and accepted others to shadow from other functional areas of interest
- Evaluated, negotiated, and adjusted highly complex property claims in review of coverage
- Determined legal liability and was legal counsel roundtable SME for file review/resolution
- Expert in problem-solving, managed a resolution desk for seven months to assist senior leadership
- Developed a partnership with vendors and internal partners to facilitate claims resolution
- Communicated with stakeholders daily to assess maintenance needs and indemnify customers’ losses.
- Selected out of 15 applicants to attend Manager Candidate School for claims leadership opportunities
Problem Resolution Manager (PDRP)
UNITED SERVICES AUTOMOBILE ASSOCIATION
05.2014 - 01.2018
- Mentored, coached, and onboarded new vendors for the Property Direct Repair Program (PDRP)
- Identified any deficiencies in review to performance metrics looking for trends
- Analyzed internal and external data such as segment-level performance, local market trends, and cost-benefit analysis
- Facilitated and delivered training on the PDRP Program for new hires across all offices
- Identified opportunities for business solutions to meet business needs
- Responsible for vendor development through regular performance reviews, research, and feedback
- Built compliance in managing third-party vendors to be compliant with business performance metrics
- Advised clients of policy and procedural changes that aligned with the business standards
- Directly handled severe escalations on complex property claims related to workmanship issues
- Identified quality standards, and measurements to ensure effective client satisfaction
- Provided analytical support to vendors to make confident decisions related to business needs/goals
- Oversaw the Southwest region, with 75 contractors within the PDRP
- Worked independently to resolve issues and navigate through obstacles to deliver effective work product(s).
Property & Casualty Property Adjuster
UNITED SERVICES AUTOMOBILE ASSOCIATION
04.2012 - 05.2014
- Maintained proficient knowledge of current state laws and regulatory environments for assigned states
- Adjusted low-mid complexity property claims to include mid-value water claims to include a moderate amount of additional living expenses (ALE)
- Evaluated, negotiated, and adjusted mid-complex property claims in the review of coverage
- Sufficient in problem-solving and settling claims from start to finish of the claim life cycle
- Developed a partnership with vendors and internal partners to facilitate claims resolution to dissolve claim escalations
- Communicated with stakeholders daily to assess maintenance needs and indemnify customers’ losses.
- Carefully reviewed claim information to verify accuracy and avert fraudulent claims.
Education
Claims Manager Candidate School - Claims Management
THE INSTITUTES
01.2018
Grad-Master Certificate – Human Resource Management - undefined
UNIVERSITY OF PHOENIX COLLEGE
Colorado Springs, CO01.2017
MS - Business Consulting/Management - undefined
UNIVERSITY OF PHOENIX COLLEGE
Colorado Springs, CO01.2016
Skills
- Communication, both verbally and in written form
- Resolution of dispute management
- Claims file management processes
- Best Practices Implementation
- Property claims guidelines
- Caseload Management
- Time management
- Claims Investigation
- Property valuation
- Policy Interpretation
- Technical knowledge
- Highly motivated
- Claims negotiation
- Quality Control
- Critical thinker
- Analytical
Certification
Adjusters License – DHS Texas, Active
Timeline
Large Loss General Adjuster (Major Case Unit)
THE HARTFORD INSURANCE COMPANY
06.2024 - 09.2024
Property Field Manager
TRAVELERS INSURANCE
04.2022 - 04.2024
Commercial Property Manager
THE HANOVER INSURANCE COMPANY
03.2020 - 04.2022
Senior Property Adjuster
UNITED SERVICES AUTOMOBILE ASSOCIATION
02.2018 - 02.2020
Problem Resolution Manager (PDRP)
UNITED SERVICES AUTOMOBILE ASSOCIATION
05.2014 - 01.2018
Property & Casualty Property Adjuster
UNITED SERVICES AUTOMOBILE ASSOCIATION
04.2012 - 05.2014
Grad-Master Certificate – Human Resource Management - undefined
UNIVERSITY OF PHOENIX COLLEGE
MS - Business Consulting/Management - undefined
UNIVERSITY OF PHOENIX COLLEGE
Adjusters License – DHS Texas, Active
Claims Manager Candidate School - Claims Management
THE INSTITUTES
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