Compliance Specialist Contract

DAWN HAIN

**** *. ***** **., ***. ***, Omaha, NE 681**-***-*** 5552 (Cell) 402-***-**** (Work)

*****@*******.*** (Work) **********@***.*** (Personal) To utilize my skills and abilities to their fullest potential. EXPERIENCE

11/04/2019 – CURRENT

CONTRACT COMPLIANCE SPECIALIST, TENASKA MARKETING VENTURES – OMAHA, NE Ensure all documents pursuant to our contracts for Transactions/trades made with approximately 1,550 counterparties are agreed upon and executed within the 48-hour deadline. Promote positive customer relations regarding the transaction confirmation process. Review all transactions for accuracy, confirmation, internal risk policy, and regulatory reporting. Draft, route, and archive contracts for approval and maintain the company's expectation of internal approvals for audits and other uses. Communicate between several departments and the customers to achieve the best results for newly drafted agreements. Support Natural Gas Traders with complex deal structures. Train new personnel to use our software, follow expected deadline procedures, confidentiality, and meet standards for analyzing transactions.

Allocate trades made to pricing details in preparation for invoicing. Regulatory Reporting under Dodd Frank Act - including use of online reporting tools and quarterly submissions. Archive documentation to comply with quarterly audit reviews and preserve needed contractual terms.

Maintain and organize company customer marketing contact databases. Support approximately 50 active trading employees with their transactions, both in verification and in creation of documents for unique situations. Respond to and initiate customer contact for status, clarification, and service REQUESTS. Monitor and analyze both incoming and outgoing documentation for physical, financial, and broker confirmations by ensuring the priority points of each transaction are mutually agreed upon and consistent with our contract(s).

Maintain accurate archives of all records related to our contracts using electronic management software.

02/19/2018 – 09/06/2019

SENIOR LONG TERM CARE CLAIMS EXAMINER, PHYSICIANS MUTUAL INSURANCE COMPANY – OMAHA, NE

The Senior Claim Examiner resolves and processes Long-Term Care claims in accordance with claim procedures, policy provisions and limitations, policy applications, underwriting guidelines, medical conditions, Company philosophy and state insurance laws. Corresponds with the insured, doctors, hospitals, and other third parties to collect data. In addition, the Senior Claim Examiner processes payment or explain rejection decisions to customers through appropriate communication channels.

2

04/15/2013 – 02/06/2018

SHORT TERM DISABILITY CLAIMS EXAMINER, LINCOLN FINANCIAL GROUP – OMAHA, NE

Processed assigned claims for payment or denial in accordance with established procedures and guidelines, in a timely manner and meeting departmental quality/production standards. Reviewed and provides specific information to questions/concerns from internal/external stakeholders (e.g. internal partners, policyholders, brokers, etc.) by applying core knowledge obtained for the role.

Reviewed submitted claim information for payment.

Ensured the accuracy and completeness of submitted claims. Communicated with claimants, policyholders, attorneys, physicians and brokers directly either orally or written.

Resolved claim-specific issues while maintaining internal and external customer satisfaction. Provided 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.

02/21/2016 – 05/08/2017

IMPLEMENTATION MANAGER, MUTUAL OF OMAHA – OMAHA, NE Provided individualized, responsive implementation service to Mutual of Omaha customers including Policyholders and Brokers. I was the point person for all external client communication regarding implementation as well as being accountable for researching and responding to inquiries. I provided comprehensive issue resolution by leveraging internal partnerships and information analysis. Responsible to mentor, explain processes, clarify information, and provide helpful feedback and direction to new team members. Subject matter expert of Group Insurance product offerings, risk components, sales, implementation, service, and claims processes.

08/12/2009 – 04/15/2013

CUSTOMER EXPERIENCE SPECIALIST, HAYNEEDLE – OMAHA, NE Utilized excellent customer service skills to research and resolve order status, cancellation, and customer preference return inquiries.

Demonstrated drive and enthusiasm while handling customer questions, complaints and inquiries. Accurately input customer information into an order management system. Took ownership of customer service resolves through entire life cycle of customer service complaint or issues.

Responded to customer service emails that are related to order status, cancellation, and customer preference returns.

Closed sales (during high call volume periods) and provide after sale support. Met productivity goals.

Used judgment in the resolution of service issues to prevent monetary loss. Attended training and coaching sessions to keep pace with procedural changes and updates. Supported other customer care areas as needed.

Built confidence in the potential customer by having a friendly phone presence and strong product knowledge and strong understanding of customer service policies. 3

07/12/2008 – 08/09/2009

24 HOUR BANKING CUSTOMER SERVICE REP, FIRST NATIONAL BANK OF OMAHA

– OMAHA, NE

Worked independently with customers over the phone answering questions regarding their financial accounts. Questions from customers included billing, payments, account maintenance, online banking assistance, and listening to customers concerns. Identified customer's needs and moved them towards the appropriate action using my knowledge and experience. Monitored reactions and checked for understanding when working with customers and co-workers. Made decisions quickly by using all available resources, seeking input, and considering short and long term implications. 07/09/2007 – 07/01/2008

RECEPTIONIST/RECRUITING ASSISTANT, AUREUS MEDICAL STAFFING

-OMAHA, NE

Creating candidate resumes. Coordinating all the Phone/Fax/FedEx and related communications into/out of the office. Assemble and sending out lab packets to contract employees. Performing database administration activities and performing a variety of other staffing support duties. We are looking for a detail-oriented candidate with at least 1 year of office or front desk work experience who thrives in a fast-paced environment! Must have sound office skills and portray outstanding interpersonal skills as the face of the division for callers and visitors.

06/01/2006 – 06/28/2007

ADMINISTRATIVE ASSISTANT/ORTHOPAEDIC RESEARCH ASSISTANT, UNMC

-OMAHA, NE

Under limited supervision, provided high-level detailed administrative and office organizational support for faculty in Orthopaedic Surgery Research Department. Exercised discretion in determining priority/order of completion of work assignments. Required a thorough knowledge of policies, procedure and systems. 03/08/2004 – 05/06/2006

RECEPTIONIST/ADMINISTRATIVE ASSISTANT, KIEWIT CONSTRUCTION COMPANY

-OMAHA NE

Greet clients and visitors at reception, announce and direct them. Answer and properly route incoming phone calls (multiple lines, two companies), Perform administrative duties. Maintain various group email rosters, office seating assignment drawings, and keep current phone listings. Submit service tickets for building and office machine repairs as needed. Confirm repairs are complete and follow up when appropriate. Assist with meeting coordination including meal catering and room set up. Assist Payroll Group with check printing and distribution. Maintain contact list and calendars in Outlook. Arrange and coordinate travel schedules and reservations. Maintain various logs, reports and templates. 4

07/01/2001 – 05/01/2003

TECHNICAL SUPPORT REPRESENTATIVE, GATEWAY COMPUTERS – NORTH SIOUX CITY, SD

Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

EDUCATION

OCTOBER 2008 – OCTOBER 2010

NETWORK ADMINISTRATION – TECHNICAL SUPPORT, METROPOLITAN COMMUNITY COLLEGE – OMAHA, NE

MAY 1990

HIGH SCHOOL DIPLOMA, EAST HIGH SCHOOL – SIOUX CITY, IA SKILLS

NATURAL GAS MARKETING

CONTRACT COMPLIANCE SPECIALIST/ANALYST

CLAIMS PROCESSING

CASE MANAGEMENT

UNDERWRITING ASSISTANT

TECHNICAL SUPPORT

GROUP BENEFITS DISABILITY SPECIALIST

ACTIVITIES

Young Professionals Group – Physicians Mutual Insurance Company Young Professionals Group – Mutual of Omaha

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