Kathryn Mattauch
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
24
24
years of professional experience
Work History
Survivor Benefits Determination Specialist
Wespath Benefit and Investments
03.2021 - 01.2024
- Research and determine benefits, Church plans, 403(b) account balances, pensions, death benefit and educational benefits, payable to surviving families upon death notification
- Determine benefits payable by applying research and creating task inquiries within company provided systems while maintaining quality standards based on established metrics
- Resolve customer inquiries and requests while maintaining excellent professionalism standards according to company policies and procedures
- Communicate effectively with many levels of management while conducting a thorough investigation of customer accounts and disputes.
Benefit Operations Manager
Alight Solutions
09.2017 - 03.2020
- Responsible for ensuring delivery of benefit services operational activities to a consistently high standard
- Develop standard operational procedures for employee benefit programs to follow and maintain system accuracy
- Conducted system specific training to establish proper process and procedure skills
- Managed client-related projects involving other Alight Solutions departments to resolve any problems or issues and performed any necessary follow-up activity to ensure total client satisfaction
- Responsible for all aspects of the client relationship including service coordination, problem resolution, reporting, analysis, and program implementation
- Analyze and review workload amongst the team
- Manage a global team to deliver ongoing processes and verify adherence through data and tools
- Responsible for issue resolution and ensuring compliance with all ERISA and IRS rules and regulations.
Employee Benefits Consultant
HUB International
04.2015 - 04.2017
- Effectively communicated with clients and employees, utilizing open issue logs, Web meetings, benefit memos and open enrollment presentations
- Advised and educated clients on trends and changes in the industry (e.g
- ACA, federal requirements, LOA regulations, etc.)
- Served as the client's advocate/project manager with TPA vendors to ensure their employees' benefits were managed correctly and efficiently
- Determined best plan design and created competitive employee benefit packages
- Utilized Client/Customer contacts, and relevant vendors and resources to maximize results
- Matched client priorities with vendor/carriers capabilities and objectively analyzed and evaluated any special arrangements required by the client
- Worked closely with internal departments to coordinate timely resolution of requests in a fast-paced account management environment
- Demonstrated the ability to anticipate and meet needs of the client by reviewing past plan reviews and budgets.
Sr. Consultant, Sales and Marketing Operations – Training
CVS Caremark
04.2013 - 04.2015
- Facilitated classroom training including new hire, annual, and ongoing training and structured on-the-job training in the work environment
- Conducted assessments to determine training requirements
- Designed and updated Account Management curriculum and programs
- Established Best Practice materials for effective and efficient new hire development and developed new hire training agenda
- Conducted system specific training to establish proper process and procedure skills
- Trained new hires and established Account Managers to “learn the business” and be successful within their role
- Created e-Learning which included Brainshark work instructions
- Developed qualifications/evaluations to ensure training effectiveness.
Account Manager
CVS Caremark
09.2010 - 04.2013
- Served as the client's advocate for twelve clients within CVS Caremark with extensive knowledge of Health & Group Pharmacy Benefits
- Implemented product/service upgrades to match client priorities with CVS Caremark's capabilities and coordinated day-to-day account administration
- Managed client-related projects involving other CVS Caremark departments to resolve any problems or issues and performed any necessary follow-up activity to ensure total client satisfaction
- Responsible for all aspects of the client relationship including service coordination, problem resolution, reporting, and analysis, and program implementation
- Worked closely with internal departments to coordinate timely resolution of requests in a fast-paced account management environment
- Identified and developed best practices to the Account Management department.
Benefits Manager
IBEW LOCAL 150
02.2007 - 09.2010
- Managed the day-to-day customer service issues with members and retirees of Local Union 150 with extensive knowledge of H&G Benefits, and Retiree Benefits including Annuity and Pension plan
- Worked directly with Plan Administrator to resolve daily issues, ongoing administration, and outstanding claims and appeals
- Implemented administrator change of monthly transfer of H&W, DC and DB work data and funds between local unions
- Managed quarterly Self-Payment for active eligibility and COBRA eligibility
- Acted as a liaison between Local union and third-party administrators
- Administered Vacation Fund payout upon request and annually
- Implemented a new payroll system for staff and Local Union Benefit funds
- Implemented a new hours/work reciprocity system with Benefit Office staff and contractors.
Customer Service Team Manager
HEWITT & ASSOCIATES
08.1999 - 02.2007
- Managed 15 associate for a multiple client team administrating H&W, DC, and DB benefits
- Partnered with internal technology teams to detect trends and supply solutions
- Worked with peer Team Managers to identify customer service trends, help in associate development and discuss ongoing changes within the firms.
Customer Service Project Manager
HEWITT & ASSOCIATES
07.2004 - 09.2006
- Managed the day-to-day customer service delivery and operations of the Benefits Center team, ensuring a cohesive team environment
- Acted as an expert resource, coach, and role model in the areas of client plan provisions, administrative procedures, and customer service
- Actively involved in service delivery of health benefits plan provisions through training and coaching for accuracy and resolving complex issues.
Quality Assurance Specialist
HEWITT & ASSOCIATES
08.1999 - 07.2004
- Served as an expert resource in the areas of customer service and quality by setting an example of excellence for customer service associates and motivating them to a higher level of performance by coaching associates on customer focus and accuracy of information provided to employees.
Processing Analyst
HEWITT & ASSOCIATES
08.1999 - 07.2004
- Performed processing tasks including managing input data, resolving edits, creating detailed test plans to ensure clients plan design was accurately built within enrollment system.
Customer Service Representative
HEWITT & ASSOCIATES
08.1999 - 07.2004
- Acted as plan design expert and helped plan participants understand and use their benefits accurately and effectively.
Education
Associate of Arts - General Studies
College of Lake County
Grayslake, IL06.2024
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Content and Training Developer
- Advanced Communication
Certificates Education
- Associates Degree, in progress, College of Lake County
- Producer Insurance License – Life and Health, STATE of ILLINOIS, 07/01/15, Current
- Major: General Studies, COLUMBIA COLLEGE OF MISSOURI, Park City, Illinois, 08/01/99, 2001
- Major: Elementary Education, Business Administration, EASTERN ILLINOIS UNIVERSITY, Charleston, Illinois, 08/01/96, 1998
Performance Summary
Highly dependable and organized Employee Benefit Specialist with over 2018 years of experience in developing and implementing employee benefit packages. Extensive knowledge of Health & Group benefits, including the ability to create complex projects and programs to meet organizational needs. Analytical problem-solving skills provide the ability to anticipate issues and implement new procedures and systems to streamline operations, resolve concerns, and improve efficiency. Excellent communication and customer service skills.
Basketball coach and coordinator
For 7 years I have coached basketball and coordinate tournaments within the school and extra curricular events. I have excellent training and organization skills. I also have natural communications skills which allows me to assist the kids with their growth within the sport and well as feel comfortable coming to me for assistance. My conflict resolutions skills assist in communicating with parents as well as other coaches and tournament coordinators.
Timeline
Survivor Benefits Determination Specialist
Wespath Benefit and Investments
03.2021 - 01.2024
Benefit Operations Manager
Alight Solutions
09.2017 - 03.2020
Employee Benefits Consultant
HUB International
04.2015 - 04.2017
Sr. Consultant, Sales and Marketing Operations – Training
CVS Caremark
04.2013 - 04.2015
Account Manager
CVS Caremark
09.2010 - 04.2013
Benefits Manager
IBEW LOCAL 150
02.2007 - 09.2010
Customer Service Project Manager
HEWITT & ASSOCIATES
07.2004 - 09.2006
Customer Service Team Manager
HEWITT & ASSOCIATES
08.1999 - 02.2007
Quality Assurance Specialist
HEWITT & ASSOCIATES
08.1999 - 07.2004
Processing Analyst
HEWITT & ASSOCIATES
08.1999 - 07.2004
Customer Service Representative
HEWITT & ASSOCIATES
08.1999 - 07.2004
Associate of Arts - General Studies
College of Lake County
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