How did you get into your role? Tell us about your career path.
I joined Selective in 2014 and have held many roles in my career, such as Litigation Specialist, Claims Management Specialist, Senior Field Investigator, Auto Physical Damage Unit Leader, and Claims Investigator. My favorite role is my current one as a Litigation Specialist because I enjoy the complexity of litigation cases.
What is the most energizing and most challenging aspect of your role?
The most challenging aspect of my role is work-life and personal life balance. I find it most difficult to shut down at the end of each day because there's always a feeling that there is at least one more thing to do. On the other hand, working from home is the best part of my job, so it all comes with balance!
What is the biggest lesson you've learned about Customer Service?
Sometimes, an insured is personally affected by the claim we're handling, and it is often the most stressful thing in their life. They are anxious and looking for guidance throughout this process. A few years ago, my son was involved in an automobile accident, and even though I have been handling claims for over 30 years, this one was personal for me. I genuinely appreciate how empathetic, compassionate, and respectful the adjuster was to my son. It helped me realize how important customer service is and the effect of tailoring our responses to the person on the other end of the claim.
Who or what inspires you to do your best?
Many people inspire me in a variety of ways. I am inspired by my family member who lives with cancer that is treatable but not curable, my friend who is blind through no fault of her own, my parents who worked endlessly to provide for me, and my son and daughter who work so hard to stay on the right track even in light of many temptations along the way, and my husband who is the most hard-working person I know. They all inspire me to be my best self in my personal and work life. I am grateful and try to make others I talk to and work with happy because life is too short!