Lily Beck
Plsnt Grove,UT
Summary
Client-focused professional with 10+ years of experience in client operations, customer service, and problem-solving. Skilled in gathering information, addressing client inquiries, navigating complex situations, and providing clear, accurate, and professional assistance. Adaptable quick learner with strong communication, organizational, and interpersonal skills. Committed to treating every individual with patience, empathy, courtesy, and respect while maintaining professionalism, confidentiality, and attention to detail. Eager to contribute these strengths to the Central Intake team at the Utah Office of Recovery Services.
Overview
14
14
years of professional experience
Work History
Compliance Agent
Office of Recovery Services
10.2022 - Current
- Manage a caseload of child-support cases from intake through resolution.
- Answer client questions and explain child-support laws, policies, procedures, and case requirements in an understandable way.
- Research and investigate cases, including locating parents and gathering information needed to establish or enforce support.
- Work with courts, attorneys, employers, other agencies, and clients to resolve case issues.
- Handle difficult or emotional conversations while remaining professional, patient, and respectful.
Customer Service
Clearsource (ITrustCapital)
01.2022 - 09.2022
- Answer customer questions by phone, email, and live chat.
- Help clients with account setup, verification, login, and account-related issues.
- Explain how to fund accounts and navigate the ITrustCapital platform. ITrustCapital
- Assist customers with questions about IRAs, cryptocurrency, precious metals, transactions, and account balances.
- Troubleshoot customer problems and determine when an issue needs to be escalated to another department.
- Verify customer identity and follow security and privacy procedures when discussing accounts or transactions.
Hearing Manager
Trajector Disability
08.2015 - 09.2021
- Educated clients on claims' progress, deadlines, and details to enhance understanding and engagement.
- Collected additional evidence in the form of medical records, employment information, education records, etc.
- Assisted attorneys in navigating potential setbacks to streamline case progression.
- Liaised between Social Security Administration and clients to ensure clear communication and resolution of issues.
- Collaborated with team members to meet daily demands and handle challenging projects.
- Completed 100% of tasks promptly and with minimal oversight. Ran department and team reports.
- Advanced to team lead position, overseeing team operations. Supervised, and evaluated work activities of team members.
Front office personnel
Trajector Disability
10.2012 - 08.2015
- Approached and solved work problems with initiative and sound judgment.
- Completed tasks promptly and with minimal oversight.
- Worked effectively with a diverse team to accomplish daily objectives and meet long-term goals.
- Protected company and customer data by following information policies.
- Prepared incoming client documents to be placed in their electronic file.
- Advanced to team supervisor role, leading daily operations.
Education
Utah Valley University
General education -
American Fork High School
Skills
- Critical Thinking & Problem Solving
- Client support
- Professional Communication
- Active Listening
- Attention to Detail
- Case management
- Time Management & Task Prioritization
- Conflict Resolution
- Documentation & Record Keeping
- Adaptability & Quick Learning
- Confidential Information Handling
Timeline
Compliance Agent
Office of Recovery Services
10.2022 - Current
Customer Service
Clearsource (ITrustCapital)
01.2022 - 09.2022
Hearing Manager
Trajector Disability
08.2015 - 09.2021
Front office personnel
Trajector Disability
10.2012 - 08.2015
Utah Valley University
General education -
American Fork High School