Interview: What Makes You Tick?

For 32 years, which is weird because I'm only 39.

No. My mother was a claims adjuster and used to regale us with horror stories of the claims department. I knew I'd never do that job. I was going to be the best darned secretary ever.

I was bored being the best darned secretary ever, so I applied for an entry-level claims job at the invitation of my neighbor who was a claims supervisor at a start-up property and casualty company near my home.

Is that even possible? I sort by sender to view what I know is important, I flag it accordingly, and set myself diary items. I try to set expectations for others so they don't send me a second e-mail on the same item before I've had time to reply to the first one. Keeping myself accountable and building trust helps allay the fears that motivate people to send multiple inquiries. When I get behind, I'll just block out some time and turn off my phone, which allows me to do nothing but address the e-mails as needed.

I flag those items that need additional follow up and answer those that come in that I can do immediately. My clients are spoiled and get a response from me within 10 minutes or less, generally. If I can answer their questions or needs immediately, I do. If it will take more investigation or gathering of data, I let them know that and when I will respond to them, and I do respond within that timeframe. That’s the key to good customer service; you have to get back to someone when promised.

I have begun working from home two days per week. I'm able to use technology, such as online meeting software and attending webinars, to decrease the amount of work-related travel. I see incorporating more of these tools in the future to contain and reduce costs to the company, and wear and tear on my body.

We switched to an [almost] paperless claims environment, which involved a lot of training, trial and error. I enjoy my position on the claims process committee that has structured how the document management system functions and is still working on needed modifications and enhancements.

Our technology piece is awesome already, second to none. A lighter workload would be great. I worry sometimes that my workload impedes my ability to deliver the level of customer service my insured members count on and deserve. My company is good about measuring and responding to increased workload demands, and the ability to work remotely helps me a lot in being able to keep up with the ebb and flow.

Perhaps eventually. I am not employed at the management level, but do not think technology can ever replace the most important thing my company delivers which is personal and compassionate customer service.

From other carriers, mostly. My company is unique; we're a liability risk pool and have no stockholders. Our "investors" are our nonprofit members. Because of our niche market of serving the nonprofit sector alone, we are a great alternative to the corporate claims grind so that any claims job opening is likely to, and does, interest a lot of good adjusters who may be looking to make a change, particularly if they're set adrift from a company that is downsizing.

Subject to the workload, Friday afternoons are about the same as every other day, really, except that it is one of my work-from-home days. I try to finish up by 5:00 p.m. so that I can decompress and enjoy the weekend with family and friends.

I really love my job. Even at its most difficult, it is extremely rewarding to know that, at the end of my day, I've made a difference in the lives of people who are serving other people.