Jared Starnes, CPCU

Experience

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  State Farm ®

  Jan 2009 - Jan 2009

  State Farm Bank Intern
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  State Farm ®

  Jan 2010 - Jan 2020

  🔑 Led team of 5-7 Claim Specialists who handled complex auto injury claims, including litigation. Managed ~1,500 files, including reviews, settlement authority, pre-trial and post-trial reports, and overall oversight of operations across the TX, DE, VT, CT, and RI territories. Select Accomplishments: ✔ Tapped to oversee the Dallas D1 Hiring & Training Unit and Claims Intern Program 📍 Built a 12-week curriculum and agenda for the enterprise-led Intern Program with a $500K budget, resulting in positive accolades from executive teams and a 30% hire rate (6FTE) from the first group of participants📍 Volunteered to oversee the training department of the Dallas complex injury trainees in addition to daily responsibilities, mentoring trainees during a 12-week training program which enabled smooth onboarding and accelerated readiness✔ Introduced a weekly “round table” meeting which immediately boosted claim handler knowledge and understanding of best practices and outcomes based on unique experiences with claims in real world scenarios Show less 🔑 Oversaw the day-to-day activities of up to 12 entry level claim associates responsible for handling low complexity property damage auto claims in a fast-paced team environment. Accountability for the development, productivity, quality, and overall performance of the team. Territory included AL, AK, CO, D.C., ID, KS, ME, MD, NB, ND, SD, TN, UT, and VA.Select Accomplishments: ✔ Launched two start-up operations “Auto Express” in Dallas, TX and Tacoma, WA as a first line team manager✔ Hand-selected to serve as leadership for claim team leads, influencing aspiring leaders in performance and ability to lead claim handlers; developed a “teach claim handlers how to fish” mentality✔ Trusted to take on superior leadership tasks and responsibilities in absence of direct supervisor, which provided opportunity to develop leadership skillset and earned positive feedback from senior leaders Show less

  • Injury Team Manager

    Jan 2018 - Jan 2020

  • Express Team Manager

    Jan 2013 - Jan 2018

  • Auto Claim Quality Specialist

    Jan 2013 - Jan 2013

  • Auto Claim Injury Specialist

    Jan 2011 - Jan 2013

  • Auto Claim Property Damage Specialist

    Jan 2010 - Jan 2011
• 

  State Farm ®

  Feb 2020 - Jul 2022

  Process Manager - Process Operational Support Team

  🔑 Provide leadership to 7 Process Analysts responsible for conducting research and analysis of workflow strategies and identification of enhancement opportunities. Support Weather Catastrophe Claim Services/Auto Weather Catastrophe operations and enterprise efforts. Drive customer and employee experience solutions in collaboration with executives.Select Accomplishments: ✔ Successfully transitioned State Farm Claim Handlers to a 100% virtual environment in less than 1-week in response to the COVID-19 Pandemic shutdowns, enabling use of the ClaimXperience tool which allowed for virtual claim inspections📍 Significantly improved customer service📍 Projected annual expense reduction of ~$1M ✔ Led team of 7 Analysts and Developers to create a platform (Confirm ID) enabling claim handlers to authenticate/confirm customer identity through a text or email code, improving the customer experience and providing enhanced security✔ Developed business case, gained approval, and led team to build and implement a call recording software platform into the call routing process, increasing accountability of employees and external resources by 40%✔ Surveyed internal 400+ internal stakeholders, assessed data, and made process improvement recommendations for the claim settlement processes, of which several were adopted thereby reducing settlement process by ~10-days✔ Spearheaded the development and implementation of several infographics and YouTube videos to increase customer understanding of the claim process, reducing customer inquiry to claim handlers by 7% Show less

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  AmTrust Financial Services, Inc.

  Jul 2022 - now

  Operations Manager