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A Day in the Life of…

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Stacey Jurado

Claims Casualty Manager
Atlas Financial Holdings, Inc.

Stacey spent time with RISE founder, Amy to discuss her daily routine along with some advice for the new insurance professionals entering this space.

What is your morning regimen?

I get up at a quarter to 5 am, and my regimen is: coffee, shower, and play with my dog for a while to clear my mind to get ready for the day.

What is your commute like?

I’m very fortunate, I live less than 5 miles from the office so drive in.

What is the first thing you do when you start your work day?

The first thing I do is get some administrative tasks done. I get in before everyone, so I am able to get all my end of day reporting from the previous day done. This way I’m ready to field whatever people need when they get in.

Who do you work most closely with?

I’m in the casualty department within claims. I have one supervisor and a total staff of 11. Currently I’m looking to fill 2 open positions. I work most closely with my team, legal staff, and outside counsel. I also have one property damage adjuster as well.

How do you balance meetings, email, solving problems, and your own tasks?

 I try to schedule my day, and I allow certain times for different activities. Each person has a specific time, so if they need attention, we can address it at their time. I live by my calendar, both personally and professionally.

 Lunch?

 Lunch is usually at my desk. It includes a coffee run which takes about 15-20 minutes to reset and refocus, gets me outside for fresh air, and allows me to step away, because that is important.

You never get through a day without ______.

Having plans change. You must always be ready to roll with it!

Can you name an innovative solution that made a huge impact for your area of responsibility?

We’re using an outside vendor to manage our legal billing, and we moved to flat fee scheduling, which gives better control over spending. I used this before at a prior company and it works very well. I’m also working on putting in place an early settlement bonus. I’m going to tighten up the plan because it will benefit both us and our outside counsel, and it will cost less in the long run.

What changes in the role of technology have you noticed in your department? Does this change the skills you hire for?

We’re now paperless so that gives people the opportunity to work pretty much from wherever. Everything is more advanced so we look for people who can be more independent. We do have several people who work from home remotely several days a week.

What is the most rewarding part of your job?

The most rewarding part of my job is seeing the results and seeing people succeed professionally. I enjoy winning cases. I also enjoy building rapport with others in other departments. Watching peers receive promotions is amazing. Seeing my team expand their roles is the best, because that’s how I got to where I am today.

What is your biggest motivation in getting up every morning to do it again?

My family is my motivation. I just want to make them proud. My mother owns her own successful business so I’ve always wanted to make her proud.

When you were 18, did you envision this to become your career?

 This is definitely not what I thought I was going to be doing. I don’t think I had a clear vision at 18. I would encourage others to find something they are passionate about. Just be open to try things because that’s the only way to figure out what you love. I happened to fall into it, but I love it. Insurance is much more interesting than it sounds! People have a preconceived notion that insurance is boring. No two claims are the same, and you constantly have to think outside the box to come up with innovate ways to achieve the results, whether it’s utilizing resources that have served you in the past or finding an outside vendor. Insurance is anything but cookie cutter.

What advice would you give to other women who might be considering a career in insurance?

Work hard! Try to get as much exposure as you can, whether that’s working in different departments or forging relationships with other departments. Become well rounded so you become a resource. Surround yourself with the people you want to emulate. Don’t be afraid to ask for help

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A Day in the Life of…

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Gracemarie Mende

Claims Manager Arch Reinsurance Company

While providing some insight about her day to RISE Director, Katerina, Gracemarie states, “The best way to find productivity in my day is to make a to-do list of even the littlest things.” We spoke beyond her day and more in depth about the positives of pursuing a career in insurance in the following Q &A.

What time do you wake up?

If I had to pick a specific time, I’d say around 6:45 am however, with my husband’s work schedule, I tend to fluctuate depending on the time he gets home at night. Most days lately he’s been working from 1 PM to 9 PM which results in my stay up closer to midnight.

How do you get to work?

My morning consists of about a 45 minute drive to work. Throughout my career thus far, I’ve experienced the worst and the best commutes from as short as a 20 minute drive to as long as an hour and a half train and car ride one way on unreliable mass transportation.

What is the first thing you do when you get to the office?

They say your first few agenda items upon getting in the office would be to get yourself situated, get your coffee, straighten up your desk, etc. However, as my career has developed, I find myself dropping my coat in the same spot, logging on and immediately jumping into emails. Half the time it’s over an hour or so later when I pick my head up and realize I need water, breakfast, and a bathroom break. It’s probably not the most productive way to start the day, however, when your mind has been racing the entire way to your desk, you don’t want to lose your train of thought or momentum.

Who do you work most closely with at work?

In this role, I work closest with a number of TPA firms and adjusters. My job requires supervision and oversight of the firms, programs handled, and individual assigned adjusters. However, part of my job is collaborating with the other departments like Operations, Compliance, Legal, Finance and Underwriting.

What does 9-12 look like in your day?

99% of the time, my day begins well before 9 am. From those morning hours through mid-day, most of my time is spent diffusing situations, resolving questions and concerns, and dealing with the last-minute emails not addressed from the night before. If I’m lucky, that will consume the first hour and a half of my morning allowing me to begin my to-do list for the day. The best way to find productivity in my day is to make a to-do list of even the littlest things. It can become daunting if you sit down and realize all the things you still have spilling over that can never get accomplished. Once my morning emails are done though, I find myself able to actually supervise and monitor the claim files being handled. Of course, all of this only applies IF there are no meetings scheduled. Let’s not even begin to address the monkey wrench that throws into the day.

Lunch?

I’m lucky, or unlucky, enough to work for a company who is obsessed with food. At least once a week, there is some sort of lunch being ordered, however, it’s important not only for your health but, wallet to plan your meals. This enables me to not only work through lunch when necessary, but, step away from my desk to accomplish those little things I may not have time for after work, get a manicure and other beauty maintenance, stop at the cleaners, make a doctor’s appointment, etc. At least 2-3 times a week, I step away from my desk for at least a half an hour to sit and socialize with a number of co-workers, but, the rest of the time, I take the opportunity to accomplish personal things. That time is what I make of it. I sure won’t be leaving any earlier if I don’t step away which drags out the little tasks needed to get done in life. Theoretically, it sounds like my lunch time enables me to get it all done, realistically, it never works out according to plan.

What does 1-5 look like in your day?

The second half of my day I try to break up into setting aside time to accomplish tasks and diffusing more problems that arise. Upon returning from whatever I do during that lunchtime hour, I take some time to answer a few emails and calls. By mid-afternoon though, I’ve tried to set that time for meetings, projects, and closing out the needs of others, unless that’s the project I’m working on. By closer to 4/4:30, I circle back to the outside world and begin closing out emails and calls for the rest of the day.

Who is home waiting for you at the end of your day?

I’m blessed to be married for the last almost 2 years to my husband, although after living together for the last 4, the honeymoon stage has long passed. Our children consist of 2 fluffy big brown dogs and a bossy cat. All of whom require an excessive amount of attention when I get home.

What is your biggest motivation in getting up every morning to do it again?

I actually enjoy the work I do and what I’ve learned. When asked what my job is like, I’ve related it to law and order. There’s a claim behind almost every action nowadays. Think of a horrific car crash, hurricane, #MeToo, product recall or the infamous McDonald’s hot coffee complaint. All of these breaking new stories result in some sort of claim regardless of the carrier or who handled the claim. Whether news worthy or not, the claims department of an insurance company is tasked with investigating a complaint and allocating responsibility. It not only provides dinner conversation but, always keeps your day interesting.

When you were 18 did you envision your life to be like this?

At 18 years old, I still envisioned myself as a Special Education teacher working a set work day, lesson planning, summers off, and hoping to have started a family by now. I never wanted to be in the industry nor high powered as I grew up an only child of a successful single parent in the industry. I never appreciated the demands and work. At 18 you’re still jaded by decisions that you may not have appreciated growing up.

What advice would you give to any 18-22 year old making decisions about their career goals?

Try not to pigeon hole yourself. Appreciate the ability to learn and challenge yourself to new skills and career options. As much as you want to believe you’re not trying to live up to expectations from movies, TV shows, social media, etc. Your future and career can be much more enjoyable without having to be some version of TV glamorous. Don’t close off a possible career path because you don’t know what it is or it may sound boring.  There’s a cheesy fortune cookie saying I keep on my desk. It doesn’t always work on the daily, but, every once in a while, it keeps me grounded, “Aim for the sky, because even if you miss, you’ll still be among the stars.” Like I said, cheesy, but, if you think about it, if you keep trying and open yourself up to anything, you’ll still find joy and success at the end of the tunnel regardless of whether it’s part of your initial plan.

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A Day in the Life of…

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Regina Cedeño

Resolution Lead
Blackboard Insurance

Regina C. Cedeño, MBA, CLMP is a Resolution Technical Lead at Blackboard Insurance Company, a subsidiary of AIG. Ms. Cedeño joined Blackboard Insurance Company with over 13 years of insurance experience in the areas of Financial Lines including Errors & Omissions, Professional Liability, General Liability including Automobile, Construction, Construction Defects, and Environmental. Ms. Cedeño is licensed as an adjuster in thirty-two states, and due to reciprocity, she is able to provide claims management in all fifty states. In addition, Ms. Cedeño has experience within three different sectors within the insurance industry, having held positions with insurance carriers, third-party administrators, and clients (insureds).
Ms. Cedeño also completed the extensive requirements for the Litigation Management Institute hosted at Loyola University Chicago School of Law, and was awarded with the designation of Certified Litigation Management Professional (“CLMP”). She is also a member of the Claims and Litigation Management (“CLM”), National Retail and Restaurant Defense Association (NRRDA), and The International Association of Claims Professionals (IACP). Ms. Cedeño received her Master’s in Business Administration from Florida Metropolitan University in 2006 and her Bachelor of Science in Criminal Justice, with a minor in English, from Pennsylvania State University at Altoona College in 2001.

RISE Director, Katerina spent time with Regina to discuss what a day in her life is like, the insurance industry, and suggestions for young professionals entering the space. This is what she said.

What are your mornings like?

My morning starts at 5:30 am. I leave my house by 6:45 am. Time is of the essence because I commute from western NJ to NYC at least 2-3 times a week and to PA at other times. In fact, my preparation starts the night before. It entails sorting the clothes for my two girls and myself, filling their backpacks with all school supplies and mine with work essentials including my laptop. School lunches are prepped the morning of and packed before I depart. Once my mother arrives to take assist my little ones for school, I’m off to work. My commute is usually a three-step process. It’s long at best. I drive approximately 20 minutes to a bus stop. The bus then takes me to NYC Port Authority–approximately 1.45hrs. Then, I take the NYC subway to Fulton Street, and walk three blocks to my office building. The total commute time varies, but it’s usually 2 ½ hours one way.

What do you do once you walk into the office?

The first thing I do is grab a cup of Bustello coffee and a KIND bar. I recommend the almonds & coconuts KIND bar. Then, I look at my emails. At the office I work closely with my Chief Claims Officer and my direct counterparts. I supervise and oversee the claims being handled by our Third-Party Administrator, consisting of 15-20 adjusters. Prioritizing at work is very critical. Ongoing handling of situations never ceases. Generally, priority hinges on the level of severity. I prioritize problem solving first, followed by critical emails and team meetings.

Lunch?

I prefer to dine out at a pub/restaurant with colleagues and friends, but at times meetings keep me in for lunch. I never get through a day without coffee. I need that boost!

How do you get back into work?

Finishing what I started along with resolving new issues and matter. The most rewarding part of my job is resolution–being able to resolve an issue or matter, where all parties are satisfied and agreeable to the resolution.

What do you look forward to after work?

At the end of my work day, I look forward to two smiley faces waiting at the door, calling me, “mommy”. They are the biggest motivation in my life along with my husband–my family motivates me to get up every day to endure the long commute to work.

Can you name an innovative solution that made a huge impact for your area of responsibility?

Yes, but we’re not talking about it just yet. Our innovative solution to claims handling will rely on new technology that we are building. It will have a huge impact not only on my position, but other participants in the insurance industry, including policyholders. Stay tuned!

What changes in the role of technology have you noticed in the workplace?

Technology is now firmly entrenched in the insurance industry. It has enhanced the access to information so that almost everything is available in a paperless environment. Also, technology allows individuals to work remotely, yet communicate instantaneously with co-workers, clients, brokers, policyholders, etc.

What technology skills seem most important now and in the years ahead?

I would say Artificial Intelligence, and the ability to access things from anywhere. Combined, these two technologies open up unlimited possibilities to resolving problems anytime, anywhere.

How is technology improving the customer experience?

Technology helps in two-folds: 1) through the efficiency in retrieval of information, as opposed to receiving by “snail mail,” and 2) the ability to respond instantly to customers to ensure a superior service experience.

What advice would you give to your 18-year old self or any other 18 year old?

At 18 years old, I wanted to be a veterinarian. I never once thought of insurance as a career. At 21 yrs. old, the television show, Law and Order, caught my attention–particularly the investigation aspect piqued my curiosity. From that curiosity, I pursued a career in investigation, which inevitably led to insurance. If I were to give advice to my 18 year old self, I would say, major in Business, and minor in Communications. It would make you a solid performer in any industry. Also, never forget to network. To the 18-22 year olds, don’t worry if you are unsure as to what you want to do with the rest of your life. 80% of college graduates venture into a different direction from their major that they studied. That’s okay. Just find something that you enjoy and look to correlate it with an industry. Then, make that industry or work your passion and continue to build yourself up in the industry. Always network! Look for a mentor! Plenty of us love to take new grads under our wings. Then, remember to stay in touch with those people who helped you along the way and they will remain a constant source for your growth.


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A Day in the Life of…

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Adena Edwards

Assistant Vice President Environmental Claims
Starr Adjustment Services, Inc.

Ms. Edwards is based in New York and serves as an Assistant Vice President overseeing Environmental Claims for Starr Adjustment Services, Inc., a member of Starr Companies. Ms. Edwards joined Starr in January 2015. Ms. Edwards is an attorney licensed to practice law in New York and New Jersey and holds numerous adjuster licenses throughout the United States. Ms. Edwards has more than 22 years of experience handling and overseeing environmental, toxic tort and construction claims, both domestically and internationally. Prior to joining Starr, Ms. Edwards was a law clerk for 4 years before becoming a practicing attorney for 7 years specializing in environmental, toxic tort and mass litigation cases and has held environmental claims positions at AIG, AIU and Zurich for more than 8 years. Ms. Edwards also has approximately 12 years of experience handling and overseeing environmental emergency response and crisis management claims. Ms. Edwards holds a B.A. from the University of Michigan, Ann Arbor and a J.D. from Brooklyn Law School.

RISE founder, Amy Cooper spent some time with Adena to find out more about what a day in her life really looks like and this is what she said…

What is your morning routine?

I’m up at 5:30 am to workout. After my workout, I make a protein shake and a pot of coffee and start checking email until I get on the train.

What is your commute like?

I take the train in to the city which is about 40 minutes. My husband drops me off at the train station or, if it’s a nice day, I walk. Once I get to Grand Central Station, there it is only about a 5 block walk to the office.

What is the first thing you do when you start your work day?

I start reading and responding to emails from the second I wake up. 

How do you balance meetings, email, solving problems, and your own tasks?

I am very type A, so I’m guilty of trying to take on everything, which is not good.  I do realize I need to learn to delegate tasks better to my team and gain more balance between work and home. I find it hard to disconnect.  So much so that my husband and I specifically picked a place for our honeymoon where there is no cell service and minimal email service, to make sure that I disconnected. I keep up by being very good at multitasking.  I also have a crazy memory and remember details of almost every claim I’ve ever touched. It helps because I am able to recall things quickly during meetings and remember situations from the past that are applicable to current claims.  

Lunch?

I make myself go out to get lunch, so I can take a break from my desk and walk around the block. Otherwise, I’d never take a break the whole day.  

You never get through a day without ______.

My coffee in the morning.  I have a lot of natural energy but that one cup of coffee in the morning just gets me started.

Who do you work most closely with?

I work most closely with the person who is my underwriting counterpart. I sit right next to them, so I end up talking to the head of environmental underwriting 50 times a day. It’s actually the most effective set up of any company I’ve ever worked for.  Because he and I work so closely together, there is constant communication and very little in the way of surprises.  When we have a bad claim, he knows about it; if we don’t like the way something is worded due to claims experience, we discuss it and work on better language together. If we need a change endorsement on policy, we deal with it together right away.  I also work closely with my team.  I oversee two people in New York, one in Philadelphia, and one in Chicago. Most of my communication with my team outside of New York is email, phone, and Skype but I do travel to Philly and Chicago periodically for face-time with my team. Having my team spread out in other locations helps us to waste less time on travel to claim-related activities around the country but it is hard to oversee people who I don’t see every day in person.

Who is home waiting for you at the end of your day?

My husband and two dogs.

What is the most rewarding part of your job?

Helping people and teaching people.  When an insured has a claim, it’s basically their worst day.  We deal with claims every day but an insured may only have one claim ever in the history of their business. I like helping insured’s going through their worst day to make that day not so bad.  I try to help alleviate their fears and anxiety by taking things off their plate but also explaining things to them every step of the way. I enjoy taking time to coach my team and my adjusters.  When I see a mistake or an error, I take it as an opportunity for them to learn and pause to discuss and explain why what they did was wrong and how to incorporate this learning experience into their knowledge base to improve in the future.

What changes in the role of technology have you noticed in your department? Does this change the skills you hire for?

Communication is the biggest change – how to communicate not just internally but also with insureds. I’ve been doing this a long time, so I remember back when they had paper files 12 years ago to now being paperless, both in notes and files. We never print anymore. Also, as my team is spread out among 3 offices around the country, we hold team meetings mostly via conference call and Skype. It was hard to get used to at first and it is not without its issues. When someone works in an office where their boss is not, they tend to work more independently.  I do thing we lose something by not all being in one place – electronic communication feels less personal and there is a bit of a disconnect from those not located in New York.

I hire good people no matter what level.  Some are techy and some are not.  Most all of our admins are millennials, so when someone doesn’t know or I don’t know how to handle something technical, generally, they know and can help. Unfortunately, due to the claims technical nature of Environmental Claims, my team all has at least 15 years experience, which is necessary for what we do.  This makes it harder for millennials to break into Environmental claims. Back when I started, AIG had 7 or 8 Environmental claims departments and a formal training program.  They hired who departments of people without any experience and trained them from scratch.  That doesn’t exist anymore.  Environmental claims departments are shrinking so the hiring criteria is more stringent. Less jobs has caused many people with experience to no longer be able to stay within this specialty area. That makes it even harder to start if you don’t have any experience.

What advice would you give to other women who might be considering a career in insurance?

Do it! Not enough women are in insurance. We need more women leaders who are strong and won’t take any nonsense. The more women in this industry, there will be a greater chance for equality in the long term. There is so much opportunity in the industry for leaders and there is plenty of opportunity for those who want to rise, especially in claims! My advice is to work hard! You will stand out if you are creative, take initiative and think outside the box.

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5 Reasons to Start a Career in Insurance

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I have always loved connecting people. I am the first one to introduce my work friends to my personal friends. If I see they share a common interest, I really enjoy creating “love” matches amongst my friends and family. So when I graduated from college, it was only natural I would take an interest in the recruiting business to match candidates to like-minded companies. Over the past few years, I have devoted my business matchmaking skills to the insurance industry. Why you might ask? Because the insurance industry is the best opportunity out there! Too many people are overlooking this industry as a viable career opportunity because they think it is boring, and I think it is time we change that stereotype. Here are my top 5 reasons why I believe people should explore a career in insurance.

1. Variety

No matter your skill set, the insurance industry has a position for you. Whether you studied to be a lawyer or an accountant or general business (or none of those!)- insurance has a place for your skills to thrive. People usually think of an insurance sales agent when they think of a career in insurance, but in reality, there are so many more jobs that requires a variety of skills. From critical thinking to negotiating to being tech savvy or good with numbers, there is something for everyone. (Underwriter, Resolution Specialist, Data Analyst, Investigator, and More!).

2. Growth

When I interview people, many ask about growth opportunities, so it is no secret that people want to climb a ladder. Insurance has so many professional development courses, groups, and company training programs that steer you up the corporate chain, that you are bound to move up.

3. Challenging

Working in insurance will challenge you every day. The misconception of insurance being full of boredom is so far from the truth. The insurance industry is always changing and evolving as society and technology changes. I bet no underwriter ever thought they would be insuring Taylor Swifts long, beautiful legs, but now one of them does. The insurance industry will always keep you on your toes and solving problems. If you want to work in an environment that challenges you and gives you new opportunities to learn and grow, then this industry is for you.

4. Flexibility

Work from home, work in the field, work at night. Insurance is known for their flexible schedules that accommodate your lifestyle.

5. Altruistic

Many of us want meaning and purpose in our careers. We want to feel like we are doing something good. When you really think about it, people call on their insurance companies when they need them most. That means that a position in insurance will allow you to make a difference in someone’s life every single day.

Insurance isn’t going anywhere. And with over 400,000 new positions needing to be filled by 2020, this is the time to explore a career in insurance!

About the Author:

Chelsea Buzer, Head of Recruitment at Insure National started recruiting legal professionals back in 2012. She left recruiting and began working in the insurance space where she fell in love with insurance. She recognized the need for new talent to join insurance and re entered recruiting to help fill the gap.

To reach out to Chelsea directly please email: chelsea.midlarsky@insure-national.com

https://insure-national.com/

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Communication, Culture and Consciousness

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Communication, Culture and Consciousness: Redefining Claims Careers for Today’s Talent

By: Rob Howard, Chief Claims Officer, Farmers Insurance®

Claims is the greatest arena of differentiation among modern insurers. A claims experience is likely the primary touchpoint our customers have to consider when it comes time to decide whether or not to remain a customer. How well we serve them in their moment of need is often the make or break moment of the relationship.

In recent years, I’ve watched as technology adoption has transformed nearly every facet of the life of a claims representative. From process to culture to customer service, our every function has become more dynamic and talent-friendly.

Embracing Innovation

The insurance industry has always offered tremendous career opportunity — I should know, I started as a claims representative straight out of college and now serve as chief claims officer. But the fact that our culture at Farmers® has evolved and come to celebrate technology has allowed us to pair the traditional benefits of a career in claims with values that matter most to younger generations: innovation, flexibility and balance.

This new paradigm benefits employees and customers alike. Whether it’s working remotely or having the option to communicate via an alternative channel, we’ve implemented technologies that improve both sides of the claims experience.

It’s No Longer Business As Usual – It’s Business As You Like It

In this business, you’re unlikely to have two days in a row that are similar, and increasingly, there is more than one way to get the job done. We have an entire toolbox of technologies that streamline the way we work even as they expand the service and support we offer our customers.

Today’s customers can “Ask Alexa” for claims updates. They can send a text to file a claim. They can connect to the chat team for simple inquiries and get rapid answers and solutions. Our teams have drones to help them assess damages in the field. Employees can work from almost anywhere with an internet connection. The list goes on, but it all adds up to this: We’re doing good work with great people in smarter ways. That’s an outcome we want to repeat again and again, because it helps us attract, retain and develop the best talent to serve our policyholders.

 Communication Is Still Key

And speaking of talent, I think it’s important to note that technology hasn’t eliminated the core traits of a good claims representative. Rather, it’s made it easier for those with the right skill set to thrive.

Claims has always been the domain of self-starters and great communicators. That’s as true now as ever, though the tools used to get the job done are certainly different from those used when I got my start in this discipline. Yet dependability, willingness to learn, and interpersonal skills are still keys to success in claims and, for that matter, in the larger insurance industry.

Claims is where the connection we have with our customers comes to life. Our success or failure there comes down to the talent we have on our side. Fortunately, there’s never been a better or more exciting time to be a claims representative. No matter their ultimate career goals, this field is the perfect proving ground for upcoming talent to refine their skills and master their trade. Innovation is all around us, transforming the work we do for our customers and, critically, enhancing the work of all those who are creating the claims experience of tomorrow.

For more information on careers at Farmers Insurance visit https://www.farmers.com/careers/

 

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