Natalie Rahn
Inver Grove Heights
Summary
Results-driven professional known fo delivering above-and-beyond customer service, even in high-pressure and challenging situations. Demonstrates strong interpersonal and problem-solving skills when working with dissatisfied or disgruntled individuals, consistently de-escalating conflict with empathy, patience, and clear communication. Committed to understanding concerns, building trust, and achieving fair, timely resolutions while maintaining professionalism and organized standards. Recognized for turning difficult interactions into positive experiences that strengthen relationships and enhance overall customer satisfaction.
Overview
29
29
years of professional experience
Work History
Work Comp Claims Examiner
Berkley Risk Administrators, a W. R. Berkley
222 S 9th St #2700, Minneapolis, MN 55402
10.2014 - Current
- Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
- Collaborated with internal teams to resolve discrepancies and expedite claims processing.
- Evaluated complex claims to determine coverage and liability based on policy provisions.
- Utilized analytical skills to evaluate medical bills for accuracy and appropriateness of charges before approving payments as part of the claims process.
- Reduced claim processing time by implementing efficient workflow strategies and prioritizing tasks effectively.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Negotiated settlements with claimants'' attorneys when needed, achieving favorable outcomes for both parties while minimizing costs.
- Served as a mentor to junior examiners, sharing expertise and providing guidance on best practices within the field of claims examination.
- Managed 150+ caseloads effectively while maintaining high-quality work standards and meeting strict deadlines consistently in a face pace environment.
- Built and maintained strong relationships with client members, providers, employer contacts,injured workers, attorneys, and co-workers.
- Provided exceptional customer service by empathetically addressing claimants'' concerns and effectively explaining the claims process to them.
Small Business Underwriter
US Bank
220 South 6th Street, Minneapolis, MN 55402
01.2008 - 09.2014
- Evaluated credit applications to determine risk and ensure compliance with underwriting standards.
- Analyzed financial documents to assess borrower eligibility and mitigate potential losses.
- Collaborated with loan officers to clarify applicant information and streamline approval processes.
- Implemented process improvements that enhanced efficiency in underwriting workflows and turnaround times.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
- Examined credit reports, financial statements and tax returns to determine repayment capability.
- Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
- Built strong relationships with lenders, brokers and clients for constructive communications.
- Collaborated with other professionals to develop innovative underwriting solutions.
- Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
- Fostered strong relationships with brokers and agents to facilitate smoother application processes.
- Made approval and denial recommendations by determining accurate risk levels.
Loan Officer
Affinity Plus Federal Credit Union
175 W Lafayette Frontage Rd, St Paul, MN 55107
08.2003 - 09.2007
- Facilitated loan origination process by evaluating applications and credit histories.
- Guided clients through mortgage options, ensuring clear understanding of terms and conditions.
- Reviewed financial documents for compliance, minimizing risk and enhancing accuracy of approvals.
- Developed personalized loan solutions to meet individual client needs, improving customer satisfaction.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Developed strong relationships with customers through high levels of customer service.
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
- Maintained an extensive knowledge of current market trends and industry changes to provide accurate advice to clients.
- Resolved customer complaints regarding loan products and services, restoring trust and satisfaction.
- Enhanced customer satisfaction with personalized loan consultations, guiding clients through complex processes.
- Assisted customers with completing loan applications and other paperwork.
- Processed loan applications and monitored progress from start to finish.
- Provided detailed loan options to clients, enabling informed decisions that matched their financial goals.
- Maintained strict confidentiality of bank records and client information.
Customer Service Representative-Call Center
Affinity Plus Federal Credit Union
175 W Lafayette Frontage Rd, St Paul, MN 55107
08.2002 - 08.2003
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Streamlined processes for handling member transactions, improving response times.
- Trained new staff on customer service protocols and procedures for consistency.
- Led initiatives to enhance service quality through process improvements and feedback collection.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Sales Representative-Suite and Ticket Sales
Minnesota Wild Hockey Club
317 Washington Street, St. Paul, MN 55102
08.2001 - 08.2002
- Developed relationships with clients to enhance customer loyalty and drive repeat business.
- Executed promotional strategies to increase ticket sales and merchandise revenue.
- Analyzed market trends to identify opportunities for growth and improvement.
- Collaborated with marketing team to create targeted campaigns for fan engagement.
- Provided exceptional customer service to resolve inquiries and enhance game day experiences.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Expanded customer base through cold calling, networking, and relationship building.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Exceeded sales targets through effective planning and goal setting.
- Built relationships with customers and community to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Presented professional image consistent with company's brand values.
Youth Development Professional
Boys and Girls Club
345 30th Avenue N. St.Cloud, MN 56303
03.1997 - 05.2001
- Designed and implemented engaging educational programs for youth development.
- Provided support and guidance to youth, helping them overcome personal challenges and achieve their goals.
- Promoted positive behavior among youth by modeling healthy relationships, conflict resolution, and decision-making skills.
- Engaged and interacted with youth members, teaching sustainable habits, and coping mechanisms.
- Supervised youth and maintained security for each child under care.
- Enhanced youth development by implementing engaging and interactive programs tailored to individual needs.
- Developed strong rapport with families, ensuring their involvement in supporting the growth of their children within our programs.
- Improved communication skills among participants by facilitating group activities and fostering open dialogue.
- Took part in sports, games, and movie nights with children.
- Assisted youth in developing problem-solving and communication skills to support stress management.
- Encouraged children to talk issues out with each other and without anger, which eased tense situations.
- Supervised youth in engaging environment to promote security and safety for all ages.
- Monitored youth behavior and offered guidance and support for positive change.
- Helped youth develop and achieve personal goals with close support.
- Coordinated youth programs and activities to enhance life quality and self-esteem.
Education
Bachelor of Science - Mass Communication
St Cloud State University
Saint Cloud, MN05-2001
Skills
- Claims processing
- Verbal communication
- Data verification
- Disability claims process
Timeline
Work Comp Claims Examiner
Berkley Risk Administrators, a W. R. Berkley
10.2014 - Current
Small Business Underwriter
US Bank
01.2008 - 09.2014
Loan Officer
Affinity Plus Federal Credit Union
08.2003 - 09.2007
Customer Service Representative-Call Center
Affinity Plus Federal Credit Union
08.2002 - 08.2003
Sales Representative-Suite and Ticket Sales
Minnesota Wild Hockey Club
08.2001 - 08.2002
Youth Development Professional
Boys and Girls Club
03.1997 - 05.2001
Bachelor of Science - Mass Communication
St Cloud State University
I coached 7th grade girls soccer at Falcon Ridge Middle School in Apple Valley for a season.
Led and organized all team practices, games, and player development activities for a full competitive season.
Fostered a positive, inclusive team environment focused on teamwork, sportsmanship, and confidence-building.
Communicated effectively with players, parents, and league officials.