Lauren Paul
Forney,TX
Summary
Talented Intake Specialist offering 9+ years of experience in conducting intake interviews and summarizing data with speed and efficiency. Connects with clients easily to provide thoughtful and compassionate assistance. Manages client files and prioritizing tasks to achieve optimal productivity.
Overview
13
13
years of professional experience
Work History
Intake Specialist II
Transamerica/LTCG/Ilumifin
03.2019 - Current
- Excelling in all duties as assigned for Intake Specialist I
- Manage daily reports as assigned
- Mentor and train new employees
- Assists in a managerial role for claims escalations
- Assisted in merger of system integration and implementation of a new claims system with a strong focus on accuracy
- Serve as an interdepartmental specialist to remain proactive in catching potential errors
- Intervene in escalations to provide a resolution to internal and external customers
- Excellent listening and collaborating skills to assist and provide conflict resolution.
Intake Specialist I
Transamerica/LTCG/Ilumifin
11.2014 - 03.2019
- Detailed and precise organizational skills with the ability to multi-task smoothly without compromise to time management
- Excellent communication skills both written and verbal, and the ability to comprehend and translate policy language, terms, and conditions to internal and external customers
- Skilled in identifying fraud and/or potential risks for fraud
- Skilled in documentation of claim intake activity and exceeds quality and production metrics as established and communicated by the department
- Advanced my functional expertise to aid teams throughout the company with unresolved issues
- Superb record keeping skills of claim intake information
- Analyze the processing of claims to determine the applicable benefit, taking into account various states' rules and regulations
- Attentive and genuine customer service skills for both internal and external customers
- Advanced knowledge of Microsoft Word, Excel, and PowerPoint.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Maintained accurate, up-to-date client records for reliable reference and communications.
- Trained and supervised new intake staff to deliver high-quality client care.
- Attended case reviews and provided feedback on client progress.
Claims customer Service
Transamerica
04.2014 - 11.2014
- Responsible for answering calls and providing the caller with information on the policy benefits and claim status updates
- Communicate claim updates to the appropriate department in response to a claim
- Resolve escalations or communicate to the appropriate department the nature of the grievance.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Trained new customer service representatives on best practices, policies and procedures.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Assisted customers with completing insurance documents to avoid missed information.
- Advised customers on required information for claim submissions to progress applications.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Checked documentation for accuracy and validity on updated systems.
Business Office Associate
Carmax
10.2010 - 03.2016
- Communication over the phone and face to face with internal and external customers
- Analyze paperwork ensuring accuracy and validity for Bill of Sale and other state required documents
- Communicate effectively with customers the documents they are signing
- File paperwork accordingly and accurately
- Expert knowledge of Multiple state titling and registration process
- Complete external customer’s state and bank deadlines
- Working closely with banks and state to get paperwork corrected if mistakes were previously made
- Effectively handling disputes and resolutions for internal and external customers
- Working knowledge of Anti-money laundering protocol to include completing 8300 form.
- Responded to inquiries from callers seeking information.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Enhanced customer experience using all omnichannel offerings.
- Developed correspondence letters, memos, and emails.
Education
Business Administration -
Liberty University
05.2025
Business Administration -
Collin County Community College
05.2019
Skills
- Exceptional written and verbal Customer service
- Advanced knowledge in Microsoft Excel, word, and power point
- Strong attention to detail
- Execute multiple tasks successfully
- Ability to type 65 WPM
- Negotiation skills
- Conflict resolution skills
- Consultation and Advisory
- Records Management
- Conflict Mediation
- Records and reports Maintenance
- Critical Thinking Skills
- Data Entry and aquisition
- Group and Individual Instruction
- Research and Analysis
- Case Management
- collaboration skills
- Inventory Management
- Appointment Scheduling
- Document verification and preparation
Activities
Outside of work I enjoy spending time with family and loved ones, attending my children’s basketball games, I restore furniture and I enjoy crafting in my free time, I also love giving back to my community through community service at our schools.
Timeline
Intake Specialist II
Transamerica/LTCG/Ilumifin
03.2019 - Current
Intake Specialist I
Transamerica/LTCG/Ilumifin
11.2014 - 03.2019
Claims customer Service
Transamerica
04.2014 - 11.2014
Business Office Associate
Carmax
10.2010 - 03.2016
Business Administration -
Liberty University
Business Administration -
Collin County Community College
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