Nate Milbach
Starkville
Summary
In 2022, I joined the CL Virtual PD pilot program and was later promoted to the CL Virtual OTL group. Building on my experience as an MRR, I bring six years of expertise in Progressive PD, with a strong record as a results-driven professional known for meticulous documentation and accurate decision-making. My measurable results include consistently surpassing goals for closure speed, accuracy, and customer service ratings. I have received an Outstanding Annual Performance evaluation each year as a CL PD Rep.
Overview
20
20
years of professional experience
1
1
Certification
Work History
CL Claims Generalist Sr. (OTL & VPD Group)
Progressive Insurance
04.2022 - Current
- Outstanding Performance Evaluation ratings 2021, 2022, 2023, 2024
- I graduated from the Accelerated Leadership Development Program, class of 2024. This program deepened my understanding of business operations and equipped me with leadership skills and competencies to excel at Progressive. I leveraged these skills to enhance my individual contributions and expand my impact at the team and organizational levels.
- In addition to my high-level individual contributions, I have delivered measurable results at both the team and organizational levels. I was selected by the OTL Leadership group to serve on the Efficiency and Accuracy Committees. On the Efficiency Committee, we collect data to streamline processes and shorten claim cycle times. As part of the Accuracy Committee, we deliver presentations throughout the year to promote individual and team performance improvements.
- Beyond my committee work, I have made a significant impact at the team and organizational levels. I founded the Virtual PD Work Environment Group in 2022 and continued leading its success by representing my team and organizing quarterly sessions for two years. Most notably, we were involved in overhauling the PTO policy. Our recommendations balanced staffing needs with work-life balance, creating a stress-free PTO system with clear accountability.
Field Auto Damage Adjuster
Progressive Insurance
08.2019 - 04.2022
- During my tenure as an MRR, I demonstrated a high level of technical expertise, earning an outstanding performance evaluation and eventually a promotion to the CL Virtual PD group.
- Selected by the MRR Auto Leadership group to participate in the PD Designate pilot program to bridge communication gaps and build PD knowledge with the PCS group. As a PD subject matter expert, I provided guidance on vehicle repairability, evaluated whether specific damage was related to individual accidents, and made recommendations regarding coverage.
- As I mastered my role as an individual contributor, I sought out opportunities to have an impact at the team and organizational levels. These included (1) serving as the representative for my team on the Work Environment group for two years, where my recommendations led to policy changes that addressed peer concerns and improved our work environment. (2) At the request of the MRR Leadership group, I prepared a presentation on the use of Microsoft OneNote to improve accuracy and efficiency. (3) Prepared a presentation on diversity and inclusion, which was presented to all file owners and MRR’s in the state of Mississippi.
Claims Generalist
Progressive Insurance
03.2019 - 08.2019
- Conduct prompt, thorough, and fair investigations to determine coverage and liability. Affirm or deny coverage of moderately complex claims based on the facts of loss and the policy terms and conditions.
- Update our insured, claimants, and 3rd parties about the claim's status with clear, timely, and accurate communications.
- Effectively negotiate shared responsibility settlements with claimant insurance providers to achieve equitable settlement of claims with partial liability.
- Maintain electronic claim files to properly document steps taken in the investigation, liability decision outcomes, vehicle repairs, and payments made.
- Identified fraudulent claims through meticulous examination of evidence, protecting the company from financial loss.
- Maintained a positive work environment by fostering open communication, collaboration, and continuous learning among team members.
Branch Manager / Loan Officer
Primary Residential Mortgage Incorporated
06.2016 - 03.2018
- Position responsibilities were the same as those of Branch Manager at Fairway Independent Mortgage Corporation, below. As a result of my outstanding results and achievements at Fairway, I was recruited by Primary Residential Mortgage Incorporated to open a branch in the Bryan-College Station market.
Branch Manager
Fairway Independent Mortgage Corporation
06.2015 - 05.2016
- Opened physical location in Bryan-College Station market. Directly oversaw the entire process from selection of office space and establishing local vendors through Chamber of Commerce Ribbon Cutting.
- Staff oversight included recruiting, onboarding, training, and ongoing performance coaching.
- Acted as primary point of contact between production, underwriting, loan processing, and external business partners to interpret guidelines and implement action plans to meet contract requirements.
- Maintained a working knowledge of applicable laws and regulations and conducted analyses and compiled reports for branch compliance audits.
- Achievements include: (1) Growing the branch to include 5 producing loan originators and 1 loan officer assistant within 12 months; (2) Achieving branch production of 95% self-sourced purchase business and 5% self-sourced refinance; (3) Attaining 100% branch pull-through from loan submission to closing; (4) Receiving the 2016 Readers Choice Award for best mortgage company in Bryan-College Station.
Home Mortgage Consultant
Wells Fargo
07.2013 - 06.2015
- Built strong relationships with clients and referral partners based on my reputation for helping customers reach their personal and financial goals.
- Attended programs hosted by local realtors as guest speaker; facilitated meetings and provided learning materials based on each individual group’s needs and business objective.
- Analyzed detailed financial and credit data to match customer needs and risks with appropriate loans.
- Partnered with Wells Fargo retail bank managers and bankers to cross sell products and increase productivity.
- Achievements Include: Individually recognized in Bryan-College Station/Houston market as (1) 2014 Top Units Funded; (2) 2014 Top Customer Service; (3) 2014 Top 5 producer for bank referrals; (4) 86% Application-to-Funding Pull-Thru.
Branch Manager
Missouri Credit Union
09.2010 - 07.2013
- Conducted staff performance evaluations and implement actioned plans to facilitate continued development.
- Maintained current knowledge of regulations and legislation impacting personnel, operations, and services.
- Completed ongoing needs analysis to ensure compliance with Credit Union policies and procedures.
- Recommended IRA, CD, and money market accounts to facilitate investment goals.
- Evaluated LTV, DTI, and credit score to determine if credit profile meets underwriting guidelines.
- Responsible for processing auto, personal loans, and HELOC’s from origination to close.
- Achievements Include: (1) Branch production 100% of annual production quota; (2) Individual production 140% of annual production quota; (3) Outstanding leadership and individual performance resulted in promotion to oversee our largest branch.
Account Executive
Ikon
09.2009 - 09.2010
- Consulted organizations on strategies to increase productivity, efficiency, and cost effectiveness.
- Assisted businesses with integration of services to best meet their document management requirements.
- Developed and maintained strategic business relationships with influential organization members.
- Responsible for generating accurate and reliable revenue forecasting.
- Maintained existing client base while aggressively expanding market share in assigned territory.
- Achievements Include: (1) Over 95% retention rate for existing accounts available for renewal; (2) Averaged 130% of annual quota for establishing new contracts.
Branch Manager
American Mutual Mortgage Company
12.2007 - 09.2009
- Facilitated recruitment, interviewing, and hiring of high caliber team members.
- Developed course material and implemented training program for new employees.
- Improved staff productivity through coaching, training, and mentor model.
- Promoted employee retention through sustained positive relationships.
- Responsible for setting, monitoring, and holding team members accountable for revenue goals.
- Streamlined loan progression by clearly defining position responsibilities and expectations.
- Achievements Include: (1) Decreased the time frame to train and license new loan officers; (2) Six out of the top ten producers at American Mutual were graduates of my training course; (3) Maintained an employee turnover rate of less than 10%, resulting in improved organizational success.
Company Senior Mortgage Loan Officer
American Mutual Mortgage
08.2005 - 12.2007
- Evaluated clients’ unique financial situations and determined credit risk.
- Optimized prospect-to-sale conversions through individualized proposals.
- Exhibited discretion in maintaining confidentiality of clients’ personal and financial information.
- Responsible for processing Conventional, FHA, VA, Reverse, and L.O.C. loans from origination to close.
- Gained diverse marketing experience in internet, direct mail, and outbound phone origination techniques.
- Achievements Include: (1) Recognized as Top Producer in 2006 and 2007; (2) Achieved the highest return on marketing investment per customer contact; (3) Promoted to Branch Manager as a result of outstanding achievement.
Education
Industrial Fabrication & Welding Technical Certificate -
East Mississippi Community College
Mayhew, MS12.2019
Masters in Business Admin - Human Resources
William Woods University
Columbia, MO08.2011
BS - Political and Business Administration Science
University of Missouri
Columbia, MO05.2005
Skills
- (1) Communicating with customers to set expectations for the timely resolution of their claims
- (2) Utilizing comprehensive knowledge of Commercial Property Damage Guidelines to assess damage, write estimates, and complete valuations
- (3) Determine if part repair or replacement is most cost-effective When repairable, I negotiate repair times with shops and ensure Progressive party usage standards are met
- (4) Using multiple software systems and claims best practices to prepare itemized estimates that restore damaged vehicles to pre-damage condition
- (5) Completing accurate total loss valuations by gathering relevant vehicle information, documenting condition, and calculating fair market value
- (6) Identifying downtime/rental exposure for commercial businesses and negotiating settlement
- (7) Auditing towing, clean up, and storage charges to ensure these are in line with market rates
- (8) Calculating taxes and fees accurately in all 50 states
- (9) Communicating effectively with 3rd parties including tow yards, salvage vendors, and Independent Adjusters
Certification
- Professional In Human Resources Certification
- The PHR certification demonstrates a mastery of core HR and Business principals and a dedication to staying current on industry trends. Specific areas of expertise include: business management and strategy, compensation and benefits, workforce planning and employment, human resource development, employee and labor relations, and risk management.
Timeline
CL Claims Generalist Sr. (OTL & VPD Group)
Progressive Insurance
04.2022 - Current
Field Auto Damage Adjuster
Progressive Insurance
08.2019 - 04.2022
Claims Generalist
Progressive Insurance
03.2019 - 08.2019
Branch Manager / Loan Officer
Primary Residential Mortgage Incorporated
06.2016 - 03.2018
Branch Manager
Fairway Independent Mortgage Corporation
06.2015 - 05.2016
Home Mortgage Consultant
Wells Fargo
07.2013 - 06.2015
Branch Manager
Missouri Credit Union
09.2010 - 07.2013
Account Executive
Ikon
09.2009 - 09.2010
Branch Manager
American Mutual Mortgage Company
12.2007 - 09.2009
Company Senior Mortgage Loan Officer
American Mutual Mortgage
08.2005 - 12.2007
Masters in Business Admin - Human Resources
William Woods University
BS - Political and Business Administration Science
University of Missouri
Industrial Fabrication & Welding Technical Certificate -
East Mississippi Community College
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