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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.


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.

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/