Stefanie van der Voet
Farmington,NH
Summary
Highly motivated and organized insurance professional with 25 years of industry experience. Skilled in fostering growth and implementing effective programs. Known for strong focus on team collaboration and achieving measurable results. Reliable in adapting to changing needs while leveraging communication and problem-solving skills.
Successful at developing and improving training programs for employees at all levels. Good communicator, planner and conflict manager with advanced understanding of training needs for each department.
Overview
27
27
years of professional experience
Work History
Learning & Development Facilitator
National Life Group
10.2024 - Current
- Assessed skill gaps among employees and developed targeted training courses to address identified needs, improving overall team performance.
- Incorporated real-world examples into course materials, providing employees with practical applications of theoretical concepts to enhance learning and retention.
- Provided ongoing coaching and feedback to ensure long-term success in employee roles, reinforcing key concepts and skills after the completion of initial training.
- Developed comprehensive job aids and resources for employees to reference post-training, boosting knowledge retention and supporting continued performance improvement.
- Developed and implemented a successful first-week onboarding program, including product presentations, Learner Guides, and practice opportunities, ensuring a smooth transition for new employees.
- Collected feedback from team and department leaders to develop new training materials tailored to address current needs and enhance employee performance.
- Utilized various adult learning principles (ADDIE Model) to accommodate diverse learning styles, enhancing overall comprehension and ensuring effective learning outcomes for all participants.
- Developed a Shelf-Ready Onboarding Curriculum to streamline the training process and enhance new employee integration.
- Provided coaching and mentoring to all employees in the Contract Change Department.
- Trained new personnel hired to fulfill roles in the Contract Change Department.
- Created a detailed training schedule to facilitate daily learning sessions for the Offshore Team ensuring efficient knowledge transfer alongside work-in-queue tasks. Developed training schedules, quizzes, learner checklists, quick reference guides, and training reports, optimizing the learning process for the Offshore Team.
- Processed quality control for the majority of completed cases by the Offshore Team, maintaining high accuracy and consistency in work output.
- Led and organized regular meetings with the Offshore Team, fostering open communication and ensuring alignment on training goals and progress.
- Facilitates virtual learning sessions for the entire Contract Change Team.
- Assisted team manager in developing career ladders to provide clarity on career progression within Contract Change.
- Created 28 job aids and quick reference guides to help employees process work efficiently and without issues.
Insurance Product Service Representative II
National Life Group
08.2022 - 10.2024
- Analyzes requests from policy owners or field associates for availability; involves reviewing product specifications, contractual language with an accuracy rate of 98%.
- Reviews requests for completeness of requirements and communicates any missing requirements to agent or policy owner
- Coordinates with After Issue Underwriter for requirements needed for changes that add a risk to the company and order underwriting requirements and acting as liaison between Underwriting and Agent/Policyholder for additional information
- Responsible for managing the case (change) from beginning to end, communicating in a timely manner with the agent or policyholder and other business areas as needed
- Prompt and efficient processing of submitted transactions within designated time frames
- Performs final review of policy change, calculate changes to premiums and commissions, preparation of documentation of all reviews
- Maintains quality work and performs quality checks of new or changed policy and mails out appropriate forms and documentation directly to agent and/or policy owners
- Files all documentation in permanent, imaged application; performs follow-up as needed and appropriate
- Reviews legacy system controls and error reports each morning and collaborates with the Team Manager and/or Team Lead to determine whether IT or a business area should be contacted regarding any out-of-balance issues.
- Received the 'Perfect 10 Award' on June 18, 2024, in recognition of excellence in work performance
- Was promoted to Insurance Product Service Representative III on 07/14/2024
- Effectively trained new and existing personnel on company operations, policies, and services, contributing to faster onboarding and improved team performance
- Successfully trained Cognizant offshore employees on processing policy changes by accurately entering updated information into administrative systems, improving efficiency and reducing processing errors.
- Named Trainer of the Year by the Cognizant Leadership Team on September 5, 2024, in recognition of outstanding training performance and leadership
- Promoted to Learning & Development Facilitator on October 21, 2024, in recognition of training expertise and leadership capabilities
Claims Examiner II
Lincoln Financial Group
01.2019 - 08.2022
- Performs and delivers routine and non-routine assignments for assigned areas of claims responsibility independently in accordance with established procedures/guidelines. Process increasingly complex claims ensuring the fair, ethical and timely processing of claims.
- Applies expanded knowledge obtained from the role in increasingly more complex situations and continues to acquire more knowledge to apply in role.
- Delivers routine work independently, in accordance with established procedures and guidelines, in a timely manner and meets deadlines appropriately.
- Ensures the accuracy and completeness of submitted claims.
- Escalates claims issues/concerns to senior team members and/or management.
- Makes routine & non-routine decisions in accordance with established procedures/guidelines.
- Meets departmental quality and service standards.
- Obtains needed increasingly complex claim information by communicating effectively with internal/external stakeholders verbally and in written form while maintaining a professional demeanor in all interactions.
- Processes increasingly complex assigned claims for payment or denial in accordance with established procedures and guidelines, in a timely manner and meeting departmental quality/production standards.
- Provides a diverse range of information and performs a diverse range of tasks/transactions related to common programs and services.
- Provides customer service to internal and/or external stakeholders, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet customer needs on routine work independently.
- Provides routine responses and a diverse range of information to junior team members' questions to support organizational capabilities.
- Recognizes issues or concerns for assigned area(s) of responsibility, explains effect on the customer's service experience, and suggests process improvements.
- Reviews increasingly complex submitted claim information for payment.
- Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
- Works overtime as needed.
- Carries out duties in compliance with all state and federal regulations and guidelines. Complies with all company and site policies and procedures.
- Makes a positive contribution as demonstrated by: - Making suggestions for improvement - Learning new skills, procedures, and processes
- Performs other duties as required.
- Remains current in profession and industry trends
- Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
- Participated in cross-functional team meetings to address organizational challenges related to claims management and develop solutions collaboratively.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Maintained detailed records of all claims activities, ensuring compliance with regulatory requirements and company policies.
- Interpreted policy provisions, endorsements, and exclusions to accurately determine coverage for claims.
- Researched claims and incident information to deliver solutions and resolve problems.
- Provided exceptional customer service by empathetically addressing claimants'' concerns and effectively explaining the claims process to them.
- Maintained current knowledge of industry developments, regulations, and best practices through continuous professional development activities.
- Mitigated fraud risks by identifying suspicious patterns in claims data and escalating concerns to appropriate teams for further investigation.
- Conducted thorough investigations of complex claims, gathering relevant documentation and interviewing witnesses when necessary.
- Consulted police and hospital records when needed.
- Served as a mentor to junior examiners, sharing expertise and providing guidance on best practices within the field of claims examination.
- Interviewed claimants and witnesses to gather factual information.
- Managed caseloads effectively while maintaining high-quality work standards and meeting strict deadlines consistently.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Examined claims forms and other records to determine insurance coverage.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
Senior Training Specialist/Project Manager
Protective Life Insurance/Liberty Mutual
01.1999 - 01.2019
- Selected to establish a new cross functional technical training department to support 100 employees driving operational efficiencies.
- Collaborates with Functional Leaders and Project Teams to develop repeatable shelf-ready training programs
- Utilizes Adobe Captivate to create shelf-ready customer service training courses
- Manages functional department training needs analysis and influences stakeholders in choosing the best learning principals and training solutions
- Fulfills Training Contract of Work to formalize training solutions and deliverables
- Designs Training Project Plan and to meet deadline dates 98% of the time, adhering to established Contract of Work
- Uses Adult Learning Methodologies to build and facilitate classroom training
- Created a repeatable Onboarding Program resulting in a 5-week reduction in new hire onboarding time
- Developed a standardized dashboard to communicate training progress
- Created and facilitated cross functional customer service training program which reduced customer complaints by 20%
- Built training programs aligning with career path strategies and improving employee engagement by 15%
- Confident in developing and delivering complex technical training programs both virtually and in classroom
- Transformed 38 complex processes maps into Standard Operating Procedures, therefore eliminating single points of failure
Specialist, Life Research and Resolution
Liberty Mutual Group
01.2011 - 01.2014
- Created Call Evaluation Tool resulting in standardized measurements
- Built quality control procedures collaborating with Management which established best practices
- Performed monthly quality checks for 50+ employees
- Selected to support onboarding and development training
- Prepared and delivered monthly performance level and efficiency metrics for Inforce Processing Group
- Produced and monitored monthly reports delivering actual business results for leadership
- Collaborated with other departments to coordinate interdepartmental activities to ensure internal and external customer expectations were met
- Spearheaded key business initiatives
Sr. Policyholder Service Representative – Processing
Liberty Mutual Group
01.1999 - 01.2011
- Maintained over 170,000 in force policies through correspondence and telephone inquiries
- Analyzed policy change requests while executing system processes
- Exhibited strong attention to detail and organizational skills through exceeding productivity and quality metrics while minimizing clerical and financial errors.
- Performed accurate, sound business decisions, which enabled retention of the book of business
- Demonstrated financial responsibilities by analyzing payroll deduction account transactions and reviewing policy specific pre-authorized checking/ savings plans
- Oversaw monthly reports to keep operations in financial balance between both Inforce Processing Department and Accounting
- Provided value in the resolution of corporate complaints and complaints received from the department and insurance commissioners
- Selected by management to participate in projects while still exceeding internal and industry standards
- Supported cross-functional departments with system, product knowledge, problem-solving and day to day processes'
- Provided exceptional service to customers and business partners by responding to email correspondence submissions in an effective and efficient manner.
- Promoted to ‘Specialist' in December 2009
- Assisted in organizational development and training of teammates and peers
Senior Financial Assistant
Liberty Mutual Group
01.1998 - 01.1999
- Maintained daily processing of incoming cash
- Accurately processed financial and maintenance transactions in Vantage
- Answered incoming calls from Sales Representatives and external customers
- Demonstrated flexibility and an eagerness to assist with schedule changes and overtime needs of the department
- Supported clients'' needs by providing timely responses to inquiries regarding account status or transactions processed.
- Increased financial accuracy by diligently maintaining and updating financial records.
- Minimized financial discrepancies, resulting in increased efficiency and accuracy in financial transactions.
Education
Associate's degree - Secretarial Science
Friedrich Feld Schule
Giessen, Germany01.1995
Skills
- Training facilitation
- Collaborative
- Results Driven
- Written and oral communication
- Customized training
- Coaching and mentoring
- Public speaking
- Exceptional communicator
- New employee training
Languages
German
Native or Bilingual
Timeline
Learning & Development Facilitator
National Life Group
10.2024 - Current
Insurance Product Service Representative II
National Life Group
08.2022 - 10.2024
Claims Examiner II
Lincoln Financial Group
01.2019 - 08.2022
Specialist, Life Research and Resolution
Liberty Mutual Group
01.2011 - 01.2014
Senior Training Specialist/Project Manager
Protective Life Insurance/Liberty Mutual
01.1999 - 01.2019
Sr. Policyholder Service Representative – Processing
Liberty Mutual Group
01.1999 - 01.2011
Senior Financial Assistant
Liberty Mutual Group
01.1998 - 01.1999
Associate's degree - Secretarial Science
Friedrich Feld Schule
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