Mallory Henry
Urbandale,IA
Summary
Professional with strong background in claims management, equipped with critical skills in conflict resolution, policy interpretation, and customer service. Adept at collaborating with team members to ensure seamless operations and achieving results. Reliable and adaptable, capable of meeting evolving organizational needs with focus on delivering high-quality outcomes.
Overview
16
16
years of professional experience
Work History
SR Claims Service Representative
Continental Western Group (a Berkley Company)
Urbandale, IA
09.2025 - 07.2026
- Served as a primary point of contact for insureds, agents, and claimants, delivering expert guidance, clear communication, and a superior customer experience.
- Managed complex and clear liability Auto Physical Damage claims with a high level of accuracy, ensuring timely and compliant resolution from first notice of loss through final settlement.
- Reviewed and submitted repair estimates to Quality Claims Solutions for secondary evaluation, ensuring precise damage assessments aligned with company standards.
- Coordinated rental vehicle arrangements through Enterprise, authorizing payments and monitoring rental timelines to support customer mobility during claims process.
- Coordinated rental vehicle arrangements through Enterprise, utilizing the ARMS system to authorize payments, monitor rental timelines, and support customer mobility throughout the claim process.
- Leveraged AI tools to interpret policy coverage and enhance claim accuracy, improving professionalism and clarity of written communications.
- Leveraged AI tools to interpret policy coverage, enhance claim accuracy, and elevate the professionalism and clarity of written communications.
- Demonstrated advanced problem-solving skills, strong decision-making, and the ability to independently manage a high-volume caseload while maintaining service excellence.
Claims Representative
Athene
West Des Moines, Iowa, United States
01.2024 - 09.2025
- Processed death claim payments ( Transfers, lump sums, trusts, estates, and entities ) for alip
- Process death claims notification
- Investigated and gathered information from obituaries to assist in claims processing.
- Process many types of annuities ( IRAs , Roth IRA, TSA, SPIAs, and Non Qualified )
- Helped new hires with processing notifications by doing side by side training .
- Processed death claim payments for alip, including transfers, lump sums, trusts, estates, and entities
- Worked on specialized automation projects
- Research obituaries
- Fluent with AS400, ALIP, qualified, IRAs , SPIAs and CE, and ACCURINT
Client Success Champion/ Processing Specialist
Innovation Refunds
West Des Moines, Iowa, United States
06.2022 - 09.2023
- Worked directly with clients on Employee Retention Tax Credits.
- Informed clients about application status and progress throughout the process
- Reviewed Tax documents for accuracy and requested/ obtained any necessary documents for quality assurance and tax attorneys for review.
- Reviewed and analyzed payroll documentation for discrepancies prior to quality control submission
- Collaborated and communicated with Account Executives, Quality Assurance department , Customer Accounts Representatives, Solutions department that worked with Tax Attorneys
- Mentored and trained new hires in processing specialist roles through job shadowing and one-on-one support
- Experience reviewing different types of payroll for many different programs such as , ADP , Paychex, Gusto, Quickbooks ,and many others.
- Experience working with AWS , HubSpot ,Google Docs, and Adobe.
Mortgage Loan Processor 5
Wells Fargo
Des Moines, Iowa, United States
06.2020 - 06.2022
- Reviewed mortgage applications for accuracy and requested/ obtained necessary documents for underwriter review
- Maintain consistent and up-to-date communication with the borrowers to ensure borrower aware of loan progression, and be able to close in a reasonable timeframe
- Participated in learning opportunities to understand updated policies and procedures, enhancing service quality for customers
- Maintained consistent communication with borrowers about loan progression, facilitating timely closings
- Handle Mortgage loans ranging from moderate to high level of complexity including -self-employed borrowers with multiple businesses and assets
- Trained new hires through shadowing and side-by-side coaching.
- Assist management in training/ mentoring new hires through shadowing, side-by-sides, and immediate assistance and availability when asked questions by new hires
- Utilized CORE, OPS, and ICMP systems to manage mortgage processes.
property preservation specialist
Mortgage Specialists International
West Des Moines, IA
11.2015 - 05.2020
- Possess understanding of the mortgage default process
- Obtained foreclosure notifications from Wells Fargo, reviewed for potential obstacles including litigation, bankruptcy, probate, and loss mitigation
- Communicate with Pre-sale team at Wells Fargo if foreclosure information is incomplete, collaborate with team for any unique circumstances regarding the foreclosure property
- Contact the HOA to obtain access to the foreclosure properties
- Received cost estimators for property improvements from MSI quality control team, compared estimates with vendor bids to ensure accuracy and cost-effectiveness
- Submit documents and preservation bids information to HUD, FNMA, FHMLC, and Wells Fargo
- Trained new employees on MSI and Wells Fargo pre-sale and post-sale foreclosure policies to enhance team knowledge and compliance
- Demonstrated flexibility by collaborating with cross-functional teams on various projects.
Fenton Hall Student Receptionist
AIB College of Business
Des Moines, Iowa
07.2014 - 02.2015
- Directed telephone calls, recorded messages, and assisted residents with inquiries to ensure effective communication
- Coordinated front desk operations, managed mail tasks, and performed general clerical duties to maintain efficient service
Clerk
Montross Pharmacy
Earlham, IA
09.2010 - 02.2015
- Delivered prompt, courteous customer service, enhancing patron satisfaction
- Maintained inventory, organized products, processed payments, and balanced cash drawer to ensure smooth operations
- Trained new employees on policies and procedures, fostering compliance and operational consistency
Softball Manager
Aib College Of Business - Athletics
Des Moines, Iowa
09.2013 - 10.2014
- Compiled weekly fund reports in Excel to track and analyze donations received
- Organized personal information forms for student athletes
- Researched multiple hotels and made the hotel arrangements for the team when they traveled
- Researched and coordinated hotel arrangements for team travel, ensuring accommodations met team needs
- Maintained accurate records of supplies inventory to support operational needs
Education
Bachelor's degree - Business Administration and Management, General
AIB College of Business
Des Moines02-2015
Associate's degree - General Studies
Southwestern Community College
Iowa05-2013
Skills
- Claim investigation
- Operations Administration
- Microsoft 365 Copilot
- Support Services
- Attention to detail
- Multitasking
- Strong negotiation
- Exceptional communication
- Teamwork and collaboration
- Professionalism and integrity
Honors-Awards
Presidential Scholar
Personal Information
Title: Sr Claims Service Representative at Continental Western Group
Timeline
SR Claims Service Representative
Continental Western Group (a Berkley Company)
09.2025 - 07.2026
Claims Representative
Athene
01.2024 - 09.2025
Client Success Champion/ Processing Specialist
Innovation Refunds
06.2022 - 09.2023
Mortgage Loan Processor 5
Wells Fargo
06.2020 - 06.2022
property preservation specialist
Mortgage Specialists International
11.2015 - 05.2020
Fenton Hall Student Receptionist
AIB College of Business
07.2014 - 02.2015
Softball Manager
Aib College Of Business - Athletics
09.2013 - 10.2014
Clerk
Montross Pharmacy
09.2010 - 02.2015
Bachelor's degree - Business Administration and Management, General
AIB College of Business
Associate's degree - General Studies
Southwestern Community College