Andrea Rehr
South St Paul,MN
Summary
Customer Operations Specialist with extensive experience at Securian Financial, specializing in client relationship management and process optimization. Demonstrated ability to deliver high-quality customer service while maintaining compliance and accuracy. Expertise in training development and quality assurance, resulting in improved efficiency and increased client satisfaction through strong communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Customer Operations Specialist
Securian Financial
Saint Paul, MN
01.2021 - Current
- Review detailed records and file specifications to ensure accuracy and compliance with plan design rules.
- Provide accurate and timely feedback to drive processes and manage evidence of insurability coding requirements, ensuring correct coverage amounts.
- Manage all contact or address changes for notification statements, decision reporting, and monitor newly created statements for accuracy.
- Collaborate with the call center to resolve client issues, ensuring timely and effective communication and resolution.
- Partner with technology teams to test and implement new client technology setups in the underwriting system, ensuring accurate outputs aligned with plan effective dates.
- Participate in client and internal team conference calls to address evidence of insurability test file scenarios, and provide feedback.
- Build and maintain strong relationships with clients and internal stakeholders to manage ongoing client service requirements.
- Contribute to evidence of insurability process changes based on client stewardship meetings, and plan design updates.
- Audit test results based on client-specific testing scenarios to ensure accuracy and compliance.
- Deliver exceptional customer service to clients, consultants, and internal business partners regarding evidence of insurability process inquiries.
Life Underwriting Specialist
Securian Financial
Saint Paul, MN
01.2017 - 07.2021
- Performed daily application entry tasks, including managing multiple WIM queues to support underwriting processes.
- Assisted with the training of new employees and contingent workers, providing guidance and mentorship.
- Created comprehensive training documentation for self and team use, ensuring consistency and accuracy.
- Coordinated and facilitated team meetings to review training materials and ensure process alignment.
- Built detailed timelines for process completion, improving efficiency and planning.
- Served as a key point of contact for team members, addressing questions, and supporting day-to-day operations.
- Reviewed images and documentation to ensure accuracy and compliance with underwriting guidelines.
- Demonstrated exceptional attention to detail in all aspects of the underwriting process.
- Contributed to various team initiatives, taking on additional responsibilities as needed to support business goals.
Customer Service Representative
Springleaf Financial (now OneMain Financial)
Eagan , MN
01.2015 - 12.2016
- Served as a Quality Control Analyst, overseeing a verification team of 20 or more employees.
- Acted as the primary point of contact for verification processes, leveraging extensive experience to guide the team.
- Managed multiple tasks, including verifying customer identification, pay stubs, auto insurance, and related documentation.
- Answered incoming calls from applicants, addressing questions, and providing support throughout the application process.
- Reviewed images and documentation submitted by applicants to ensure accuracy and compliance.
- Ensured accuracy and compliance in document verification processes to support financial services operations.
Education
High School Diploma -
Harding High School
Saint Paul06-2006
Some College (No Degree) -
Saint Paul Technical College
Saint PaulSkills
- Client relationship management
- Process improvement
- Quality assurance
- Documentation management
- Training development
- Technical troubleshooting
- Customer service
- Team collaboration
- Communication skills
- Attention to detail
- Problem solving
- Time management
- Reporting and documentation
- Client relationship building
- Complaint handling
- Customer satisfaction measurement
- Workflow optimization
- Microsoft office expertise
- Computer skills
- Problem-solving
- Problem-solving skills
Affiliations
Volunteer
Securian Financial Volunteer Programs, St. Paul, MN — (Various Dates)
- Participated in several Securian Financial-sponsored volunteer initiatives, including Habitat for Humanity, Open Arms, and Dress for Success, demonstrating commitment to community engagement and support.
- Contributed to building homes, preparing and delivering meals, and providing resources to empower individuals in need.
Timeline
Customer Operations Specialist
Securian Financial
01.2021 - Current
Life Underwriting Specialist
Securian Financial
01.2017 - 07.2021
Customer Service Representative
Springleaf Financial (now OneMain Financial)
01.2015 - 12.2016
High School Diploma -
Harding High School
Some College (No Degree) -
Saint Paul Technical College