Hans Widmer

Experience

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  US Navy

  Feb 1977 - Dec 2004

  ATCS - Aviation Electronics Technician Senior Chief

  Served four years active duty and then 24 in the reserves. Prior to leaving the reserves I had the privileged to serve as Senior Enlisted Advisor for a carrier support unit and then a naval base support unit.

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  Prudential Financial

  Jan 2000 - Jan 2002

  Customer Service Supervisor/Quality Analyst

  Monitored, reviewed, and evaluated call and transaction quality for a team of 20-25 contact center associates. Ensured customer service representatives delivered customer-focused service in a consistent, accurate, and prompt manner. Collaborated with contact center leaders in staff development and process improvements to enhance the customer service skills of team members and increase customer satisfaction.

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  Voya Financial

  Jan 2003 - Jan 2014

  I performed quality review of claim processing for life, employee benefits, and stop loss claims. As part of the review process I reviewed claim transactions and then provided feedback to claims examiners and provided summary information to the claims managers. Another part of this role was to serve as a technical and business process expert for the claim process, forms, and systems. I would proactively identify needs and provide solutions. In addition, I would complete user-testing of the claim systems and provide training on changes to staff. Show less Select, develop, train, and motivate life claim contact center staff members. Ensure team members comply with service levels, all applicable regulatory requirements, as well as compliance procedures. Create developmental opportunities for employees to strengthen their capabilities and their growth within the organization.Responsible for handling escalated cases and those which require discrete or special circumstances.Provides leadership within the department by being an expert knowledge base for department staff. Handle administrative matters for the department. Assist the Claims Director with departmental budgets. Show less Analyze contracts, medical and policy records to determine eligibility of contestable life, disability, critical illness and accidental claims. Research, obtain, identify, and interpret data needed to make determinations.Provide timely communications (written or verbal) updates to authorized agents and beneficiaries on progress of contestable and accidental investigations. Partner with Underwriting and Special Investigations Unit to detect and reduce fraud. Conducts quality review of paid claim files. Ensures timely completion of all investigations by frequently following up with medical providers and others in pursuit of required documents. Show less Receive, evaluate and answer customer inquiries and claim forms and related documents concerning disability and life claims. Exceed quality and productivity standards as well as customer expectations. Excellent interpersonal and customer skills providing support to beneficiaries and others through their difficult times of the loss of a loved one. Review policy accounting to ensure proper accounts are used. Effective team member and builder of relationships with contact center staff and agents. Show less

  • Claim Quality Technical Analyst

    Jan 2013 - Jan 2014

  • Life Claim Supervisor

    Jan 2009 - Jan 2013

  • Claims Analyst

    Jan 2005 - Jan 2009

  • Senior Claims Examiner

    Jan 2003 - Jan 2005
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  US Bank

  Jun 2015 - now

  Operations Manager - Officer

  Manages team members and coordinates operational activities as part the ATM & Cash Management Service Division.