Laura Reinhold
N. Fond Du Lac
Summary
Professional Claims Services Expert and previous Commerical Lines Underwriting Assistant with a combined 29 + years of experience solely based at Society Insurance. Proficient experience in customer interaction and issue resolution. Achieved the Excellent Customer Service Recognition. Extensive Personal/Commerical Insurance Product Knowledge. Strong focus on teamwork and achieving desired outcomes. Known for adaptability, reliability, and effective communication. Skilled in conflict resolution, problem-solving, and delivering high-quality service.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Claims Services Representative 1
Society Insurance
07.2019 - Current
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Processed insurance policy applications and managed claims with accuracy and attention to detail.
- Collaborated with underwriting teams to assess risk factors for new policies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained productivity and quality standards at all times.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than [Number] customers each day.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
- Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Collaborated with cross-functional teams to enhance overall client experience and satisfaction levels.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered outstanding support, assisting customers in navigating complex product offerings and services.
- Responded to customer requests for products, services, and company information.
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Accepted payments and updated accounts with latest information.
- Utilizes Homepage and PCA software to document and process...........
Mail Processor
Society Insurance
08.2011 - 07.2019
- Operated high-speed sorting equipment to process incoming and outgoing mail efficiently.
- Ensured accurate labeling and timely distribution of correspondence throughout organization.
- Monitored workflow for potential bottlenecks, implementing solutions to maintain productivity.
- Trained new staff on mail processing procedures and safety protocols to ensure compliance.
- Managed high-volume periods through effective multitasking, maintaining quality standards while handling multiple priorities simultaneously.
- Prepares/assembles mass mailings.
- Improved mail processing efficiency by implementing an effective sorting system.
- Processed incoming and outgoing mail in accordance with postal regulations.
- Monitored performance of all processing machines to identify and address any operational issues.
- Collaborated with team members to achieve daily productivity goals and consistently meet deadlines for mail distribution.
- Assisted customers with inquiries regarding package tracking or shipment status, providing prompt and accurate information.
- Collaborated with team members to streamline sorting processes, enhancing overall efficiency.
Claims Processor - Temporary Assignment
WellPoint, Anthem Blue Cross
01.2011 - 02.2011
- Processed insurance claims efficiently, ensuring compliance with regulatory guidelines and internal policies.
- Reviewed and analyzed claim documentation for accuracy, facilitating timely resolution of discrepancies.
- Collaborated with healthcare providers to verify patient eligibility and benefits coverage for claims processing.
Commercial Lines Underwriting Assistant
Society Insurance
01.1995 - 06.2010
- Assisted commercial underwriters in evaluating commercial insurance applications and determining risk factors.
- Managed underwriting of small fleet commercial auto, low hazard workers compensation, business owners and related umbrella policies.
- Underwrote renewal policy within parameters to insure profitability of business.
- Assisted underwriters with risk analysis for more accurate policy pricing and coverage decisions.
- Provided prompt customer service to agents, brokers, and insureds, resolving issues quickly and professionally.
- Processed 80% of endorsement requests within 15 day company standard.
- Ensured timely completion of policy renewals, contributing to higher client retention rates.
- Processed policy renewals and endorsements, ensuring compliance with regulatory standards.
- Maintained accurate records in underwriting software, enhancing data integrity and accessibility.
- Collaborated with underwriting team to streamline workflows and improve turnaround times for quotes.
Education
Certificate of Technical Studies - Data Processing/Computer Operations
Moraine Park Technical College
Fond Du Lac, WISkills
- Technical: Claims Management Systems (eg,HomePage and PCA), Data Analysis and Entry, Regulatory Compliance, Microsoft Office Suite, Account updates and management, Product and service solutions
- Soft Skills: Problem-Solving, De-escalation Techniques, Inter-departmental collaboration, Active Listening, Empathy, Negotiation, Time Management, Written & Verbal Communication, Customer Relationship Management, Critical Thinking and Conflict resolution
Certification
- Data Processing/ Computer Operations Certificates, Moraine Park Technical College
- Basic Microsoft Office Certifications
- Introduction to Property and Liability Insurance; Insurance Institute of America
- Communication Workshop
Timeline
Claims Services Representative 1
Society Insurance
07.2019 - Current
Mail Processor
Society Insurance
08.2011 - 07.2019
Claims Processor - Temporary Assignment
WellPoint, Anthem Blue Cross
01.2011 - 02.2011
Commercial Lines Underwriting Assistant
Society Insurance
01.1995 - 06.2010
Certificate of Technical Studies - Data Processing/Computer Operations
Moraine Park Technical College