Vivian von Ness

After 15 years in Property & Casualty (P&C), I’ve learned how important it is to build positive relationships with my customers and my co-workers. I see service as the foundation for helping others. Working in a fast paced environment, I’ve learned to find new and better ways to be efficient by utilizing all the resources available to me.

As a UIW graduate student, we were encouraged to collaborate with others on projects utilizing our analytical skills and applying concepts to improve processes. I enjoy working in teams as a leader or as a teammate but can also work independently to accomplish projects from start to finish.  I continually work to improve and adapt to learning new processes quickly by setting goals.  As a claim’s professional, I build trust with my clients, share my expertise, and act with confidence to resolve any issues.

Allcat Claims Service Manager,

November 2022 - Present 

Responsible for multiple teams handling coverage, liability,  appraisals, 1st party and 3rd party injury, total loss, and subrogation to achieve goals and objectives.. Monitoring results to coach and improve behavior and discipline employees;
♦ Maintains staff by reviewing resume’s, interviewing, selecting, and training employees; Develop personal growth opportunities.
♦ Managing staff of 16 employees’ work schedules including assignments, training, vacations, and paid time off, overtime and ensuring coverage for absenteeism.
♦ Accountable for supporting and creating claims servicing solutions across process, technology, workforce, clients and /or analytics in support of client supplier relationships to deliver high level performance.
♦ Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending process improvements.
♦ Ability to lead through change, drive business results and create a culture of accountability.
♦ Works cross-functionally to utilize, manage, and configure the management platform for forecasting, scheduling, tracking, monitoring, and reporting the daily, monthly, and quarterly statistics.
♦ Developing knowledge of supply chain management, project management, budget control, contract management, and analyzing and interpreting data.

USAA Sr. Injury Adjuster 

April 2014- November 2022

 Planning, risk assessment and due diligence when managing coverage, investigation, evaluation, negotiation, and adjusting moderate to complex auto claims involving bicyclist, motorcyclist, and pedestrian with fractures, first degree burns, and/or minor scarring under minimal supervision.
♦ Identify and resolve coverage issues for unlisted drivers and non-owned vehicles.
♦ Negotiate equitable settlements in compliance with all state regulatory requirements handling bodily injury and UM/UIM exposures.
♦ Proactively manage litigation files by acting as a liaison with members, internal litigation team, and
external defense counsel by apply developing knowledge of litigation processes.
♦ Review and determine course of action, collaborating with outside defense counsel on litigation and arbitration case strategies.

Achievements
♦ Completed the Business Value of 3rd Party Risk Management and CRVPM certification. 

♦ Obtained Master of Science in Organizational Development and Leadership.

Senior Claims Law Associate (SCLA)
American Educational Institute, Inc. April 2018

Master of Science in Organizational Development & Leadership. University of the Incarnate Word, December 2021

Certified Regulatory Vendor Program Manager (CRVPM) Levels I and II.  Compliance Education Institute, April 2022