FLOYD BULLARD II
Peoria
Summary
Detailed and ambitious professional. Seeking to advance his career with CSAA and exemplify the core values of integrity, accountability, inclusivity, and service excellence. Equipped to handle the demands of a fast-paced work environment. Proficient in handling several tasks simultaneously, meeting organizational metrics, and collaborating with teammates. Utilizes excellent organization and clear communication to enhance productivity. Committed to growth and driving positive outcomes.
Overview
4
4
years of professional experience
Work History
Survivor Relations Representative
USAA Insurance
Phoenix
02.2025 - Current
- Maintains and applies a working knowledge of relevant USAA P&C insurance, life insurance, banking (deposit accounts, loans, credit cards), products and processes, pre- and post-estate processes, estate terminology, and estate documents (wills and probate documents).
- Provides compassionate guidance on settling USAA business relationships through inbound and outbound member contact channels, to include navigating the member through communication channels available to them, to facilitate the experience.
- Uses developing knowledge to advise and educate survivors on appropriate estate processes, including estate documentation and necessary actions required for account settlement. This includes state and USAA business requirements in accordance with account styling.
- Leverages resources to review, understand, and interpret legal estate correspondence, including trusts, wills, small estate affidavits, executors, and other court and probate documents. The process includes validating that documents are in good order, correctly updating corporate records, and processing requests.
- Effectively applies de-escalation techniques and facilitates the resolution of member issues and complaints with sensitivity.
- Accurately updates member profiles to reflect the date of death. Identifies the individual handling estate matters for the family to ensure proper handling of USAA products for all USAA lines of business.
- Prepares appropriate survivor and member correspondence.
- Collaborates with team members to resolve issues and to identify appropriate issues for escalation.
- Ensures that risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Auto Claims Adjuster
USAA - P&C Auto Insurance
Phoenix
02.2024 - 02.2025
- Investigates liability and applies appropriate coverage, evaluates, negotiates, and settles moderately complex auto claims, such as comprehensive, collision (i.e., multi-vehicle claims, comparative negligence, vandalism/malicious mischief, special investigation), property damage liability, and rental vehicle coverages.
- Negotiates liability for comparative negligence (claimant or adverse carrier).
- Identifies coverage concerns, reviews prior loss history, determines, and creates Special Investigation Unit (SIU) referrals when appropriate.
- Interacts with multiple parties to gather information needed to determine liability (police reports, recorded statements, and witness statements).
- Resolves claims through proactive problem-solving and decision-making, within authority guidelines and under moderate supervision, overcoming obstacles, and effectively prioritizing the workload.
- Clearly documents the thought process, including damage evaluation, investigation, negotiation, and settlement decisions.
- Collaborates and sets expectations with external and internal business partners to facilitate claims resolution.
- Supports members, business partners, and claimants through the use of varying communication channels, including the utilization of digital tools to drive timely and effective resolutions through exceptional service.
- Applies developing knowledge of P&C insurance industry products and services, to include P&C insurance policy contracts, coverages, and internal claims handling processes and procedures.
- Applies knowledge of auto physical damage to adjust claims (excluding files with a TL, PD limits issue, PD lawsuit, or UMPD).
- Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates, and potential evening, weekend, and/or holiday work outside normal work hours.
- May be assigned CAT deployment travel with minimal notice during designated CATs.
- Works on various types of claims, including those of higher complexity, and may be assigned additional work outside of normal duties as needed.
- Ensures that risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Claims Customer Service Representative
TriWest Healthcare Alliance
Phoenix
10.2021 - 06.2022
- Utilizes various software applications in use at TriWest.
- Understands the procedures and processes of the VA program.
- Performs claims research, including interpreting VA policies, investigating automated transactions, documenting outcomes, updating records, and reporting accurately on research findings.
- Resolves incorrect claims processing, calls providers for missing claims, and medical documentation to resolve Veteran billing issues.
- Reviews authorizations to establish ancillary providers associated with obtaining claims missing for payment.
- Answers inbound calls from providers promptly.
- Makes outbound calls to resolve billing issues.
- Displays professional and courteous service skills to internal and external customers.
- Responds to inquiries regarding specific aspects of the VA program.
- Information and assistance include details about referrals, authorizations, claim status, and billing discrepancies.
- Protects the privacy of health information.
- Complies with HIPAA.
- Documents all communications.
- Asked probing questions, and offered solutions to resolve customer issues.
Education
High School Diploma -
CyberLynx Correspondence Program
01.2012
Skills
- Adaptability
- Active listening
- Attention to detail
- Call center operations
- Conflict resolution
- Critical thinking
- Data entry proficiency
- Effective communication
- Empathy
- Goal-oriented mindset
- Multitasking and prioritization
- Organization and recordkeeping
- Strong computer navigation
- Time management
Timeline
Survivor Relations Representative
USAA Insurance
02.2025 - Current
Auto Claims Adjuster
USAA - P&C Auto Insurance
02.2024 - 02.2025
Claims Customer Service Representative
TriWest Healthcare Alliance
10.2021 - 06.2022
High School Diploma -
CyberLynx Correspondence Program