Tina Franzen
Readlyn
Summary
Hardworking and Enthusiastic Claims Specialist bringing 22 years of experience meeting customer needs. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of credit union agreements, offering empathy, reliability and enthusiasm for satisfying customers. Claims Specialist with proven experience investigating and resolving Debt Protection claims. Delivers professional and balanced customer service and meets needs of insured, claimant and internal and external customers. Offers exceptional claims practices and superior interpersonal skills.
Overview
28
28
years of professional experience
3993
3993
years of post-secondary education
Work History
Claims Specialist II
Cuna Mutual Group
Waverly
10.2014 - Current
- Strong investigative skills.
- Review of Credit Life and Debt Protection Claims to see if a payment can be made or more information is needed to be gathered.
- Communicate by phone/email with the Credit Union partners and our members.
- Assisting in Office Hours with questions as needed.
- Evaluated claims for accuracy and adherence to Credit Unions agreement.
- Resolved claims by approving or denying and detailed documentation.
- Maintained knowledge of policies and procedures per the Credit Union Member Agreement.
- Review medical records to evaluate the existence of pre-existing conditions.
Customer Support Representative
Cuna Mutual Group
Waverly
08.2011 - 10.2014
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Regularly exceeded daily sales and product add-on quotas.
- Trained on all lines of business in the call center along with taking escalated calls.
Cuna Brokerage Services
CUNA Mutual Group
Waverly
08.1998 - 08.2006
- Provided telephone support to Field Representatives.
- Interacted with Field Representatives when they would come to our company for rep school.
- Provided exemplary customer service on each phone call with the Representatives.
- Provided correct paperwork needed for the type of account the member was setting up.
- Assisted Representatives filling out paperwork for different types of Brokerage Accounts that members are setting up.
Education
High School Diploma -
Wapsie Valley High School
Fairbank, IAAssociate of Arts - General Studies
Hawkeye Community College
Waterloo, IASkills
- Documentation Review
- Insurance Knowledge
- Work independently
- Teamwork
- Good listening skills
- Policy interpretation
- Problem solving
- Investigative techniques
- Analyzing Medical records
- Effective written and verbal communication
- Time management
- Claims processing
Additional Information
Reliable, Hardworking and can catch onto new process quickly.
Timeline
Claims Specialist II
Cuna Mutual Group
10.2014 - Current
Customer Support Representative
Cuna Mutual Group
08.2011 - 10.2014
Cuna Brokerage Services
CUNA Mutual Group
08.1998 - 08.2006
High School Diploma -
Wapsie Valley High School
Associate of Arts - General Studies
Hawkeye Community College