Jeff Kirkey

Experience

• 

  Motorists Insurance Group

  Mar 1988 - Jan 2005

  Directed all system implementation upgrades for Claims Technology Systems – with accountability for monitoring and maximizing workflow and supporting budgets underlying 25 team members as well as outside consultants and vendors – motivating teams with incentives to hit productivity targets. Provided system functional analysis and design support underlying division projects, assisting and organizing training of new and current users with Claims Training Specialist, introducing or monitoring policies and procedures and quality assurance guidelines used within Claims Division, and completing all business system edits. • Served as Subject Matter Expert (SME) and company’s first Claims Technology Manager during design of company’s first paperless claims system (COSMO). Worked with IT Manager and Claims Branch Manager – in company’s largest and most expensive software project – to ensure division specifications met by claims system.• Finalized COSMO design, completing system build and testing, and implementing paperless claims system – on time and within budget – still used successfully 11 years later.• Devised strategic, staggered implementation schedule – comprised of adding branch every three weeks until all branches online – facilitating internal customization and modifications of system when issues encountered, saving costs associated with hiring more expensive outside vendor to perform customization work. Show less

  • Claims Technology Manager

    Jan 2003 - Jan 2005

  • Claims Supervisor

    Feb 1995 - Feb 2003

  • Claims Adjuster

    Mar 1988 - Jan 1995
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  The Motorists Insurance Group

  Mar 2005 - Apr 2016

  Oversee all aspects of Material Damage and all related vendors and programs for claims operations - across the group of companies and for all operating states. Direct management of Material Damage Supervisors and Material Damage consultants and responsibility for all material damage associates. Responsible for analyzing trends and issues, evaluating existing operational plans, developing and recommending strategies and action plans to positively impact result’s and for developing and implementing new solutions and processes to maximize metrics, efficiency, and effectiveness.Develop, establish, and communicate material damage policies, procedures and best practices for group of companies, meet State Unfair Claims Practices Acts and meet company goals for ensuring exception claims handling. Coordinates, participates and leads projects within division. Coordinate cross-claims and divisional issues with marketing, underwriting and other areas. Responsibility for performance management reviews, salary administration, interviewing, hiring, and organizational planning and staff motivation. Responsible for targeting continuous improvement in processes and operations that will enhance service and boost overall performance. Offer legendary service by finding answers to customer questions and delivering on the promise. Oversight for all high dollar and CAT losses to insure proper handling..• Evaluating new vendor relationships and products to assist in streamlining all material damage processes and procedures from FNOL to final payment within one congruous department, with goal to minimize cycle time increase customer satisfaction and improve efficiency and effectiveness.• Collaborating with IT on new claims software project as subject matter expert to ensure system meets division needs from a claims handling and material damage perspective and that all needed capabilities are included. Show less CLAIMS ASSISTANT VICE PRESIDENT (2008 – Present)Direct allocated Claims Division programs and processes; accountable for nine direct reports and 132 total associates – across Ohio, Pennsylvania, Michigan, and West Virginia territory with three claims branches, Large Loss Property Group, Subrogation Department, Claims Technology Unit, and Claims Call Center. • Captured $100,000 savings by migrating auto estimating software to new vendor with superior product, reducing physical damage payouts. Obtained additional $50,000 in annual savings by renegotiating property estimating software contract, presently closing on new vendor contract which will cut costs by $85,000 annually in fees, increasing return on salvage metric by 2%. • Conducted Pilot Program for new homeowner content replacement pricing company, analyzing data to conclude that vendor switch would produce 50% savings of current $300,000 annual fee or $150,000, using data to renegotiate pricing terms with existing vendor.• Decreased auto estimating cycle time by 17% – from 2.3 days to average of 1.9 days – facilitating faster claims turnover. Through organization of comprehensive trainings, improved estimating capabilities while increasing accuracy. • Estimate reduction in conditioning payments by approximately $240,000 in 2015, by conducting in-house classroom training – encompassing teaching of hands-on company guidelines and expectations for conditioning total loss autos, from actual damaged cars brought in. Efforts re-educated Estimators/Appraisers on accurately accounting for car wear and tear as well as options. Due to success of program, will continue training annually to maximize savings. Show less Led all branch activities – covering claims within six-state region comprised of Ohio, West Virginia, Minnesota, Nevada, Texas and California – directing and developing all Adjusters and Litigation Handlers within office. Reviewed requests and conducted branch office and home office claims boards, granting draft authority, overseeing delivery or fulfillment of local vendor products, supplies, and services, acting as Liaison between home office and local businesses and government authorities, and participating in Blue Goose claims organization charity functions. • Transformed branch – with second highest claims backlog/open claims to new claim assignment ratio of all branches – to division-leading office, by establishing individual and branch goals to eliminate backlog, performing frequent file audits, and conducting training sessions on how to expedite closing of claims to cut costs. • Substantially improved branch with low customer satisfaction survey results, to one consistently attaining highest standards of client satisfaction and staff performances. Show less

  • Director of Material Damage

    Aug 2014 - Apr 2016

  • AVP Claims Operations

    Mar 2008 - Apr 2016

  • Claims Branch Manager

    Mar 2005 - Mar 2008
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  Nationwide Insurance

  Apr 2016 - now

  Manager, Material Damage

  Manage day-to-day operations for North East Claims Zone total loss claims associates. Supports and develops claims process improvement through continual monitoring of reports and analytics.Conducts quality file reviews as well as daily reviews to assure high quality claims handling. Delivers a positive On-Your-Side customer service experience to all Nationwide customers. Resolves customer complaints according to Best Practices. Monitors and manages unit and individual performance objectives. Identifies, develops and retains high potential/high performing associates for roles within the Claims Organization and across the company. Responsible for associate performance management, salary planning and administration, training and development, workflow monitoring and planning. Assist associates with both complicated and day-to-day claims handling questions.Supports cross-functional and cross-claims coordination and participates in local claims teams to improve cross discipline coordination. Targets cross divisional issues to drive overall performance improvement. Show less