Sara Hartley
New England
Summary
Dynamic and results-oriented professional committed to delivering exceptional customer experiences. Extensive background in the credit union and life insurance sectors provides unique skills for success in this role. Proven ability to collaborate effectively across various departments, including business development, network implementations, billing, product development, training, and systems support, to identify and resolve client issues promptly. Highly experienced in managing claims processes related to involuntary employment claims and FMLA, ensuring efficient and effective resolutions for clients.
Overview
9
9
years of professional experience
Work History
Operation Specialist II
TruStage
Madison, WI
06.2025 - Current
- Processed and reviewed retirement account transactions, including distributions, rollovers, and beneficiary requests, while maintaining regulatory compliance and operational accuracy.
- Identified operational inefficiencies and suggested workflow improvements to enhance processing timelines and minimize errors.
- Maintained comprehensive documentation of retirement account activity within CRM and internal operational systems.
- Assisted in cross-departmental initiatives focused on enhancing system functionality and operational efficiency.
- Created comprehensive retirement documentation and structured onboarding and offboarding processes to enhance employee transitions.
Claims Adjuster - Involuntary Unemployment Claims
Trustage
02.2024 - 06.2026
- Reviews, investigates, and processes involuntary unemployment claims efficiently and accurately
- Communicates with claimants, employers, and internal teams to verify claim details and ensure compliance with policy guidelines
- Analyzes claim documentation, including employment records, termination notices, and supporting paperwork, to determine eligibility
- Works closely with policyholders to provide clear explanations regarding claim decisions and next steps
- Ensures timely claim resolution while maintaining a high level of customer service and support
Retention Service Agent
TruStage
01.2022 - 02.2024
- Licensed Sales Agent managing complex cancellation calls to conserve business
- Identifies opportunities for improvements to basic processes and serves as a Subject Matter Expert (SME) on life insurance and AD&D products
Client Success Administrator
Western Union Finance
08.2021 - 05.2022
- Completed primary financial booking and initial loan funding
- Maintained primary responsibility for accuracy of documentation and financial data, timely delivery of documents, and elimination of controllable rework
Success Agent III
CO-OP Financial Services
Fort Worth
09.2017 - 11.2019
- Verified loan documentation for accuracy, completion, and adherence to policies and procedures
- Aided members in opening, managing, and optimizing their bank accounts and other financial products
Education
Associate of - Small Business Management
Dakota College At Bottineau
12-2027
High School Diploma -
Edgewood High School
05-2017
Skills
- Life Insurance
- Health Insurance
- Microsoft Excel
- Problem Solving
- Analytics
- Microsoft Office
- Customer Service
- CRM
- Account Management
- Financial Operations
- Documentation
- Claims investigation
Timeline
Operation Specialist II
TruStage
06.2025 - Current
Claims Adjuster - Involuntary Unemployment Claims
Trustage
02.2024 - 06.2026
Retention Service Agent
TruStage
01.2022 - 02.2024
Client Success Administrator
Western Union Finance
08.2021 - 05.2022
Success Agent III
CO-OP Financial Services
09.2017 - 11.2019
Associate of - Small Business Management
Dakota College At Bottineau
High School Diploma -
Edgewood High School