Alicia Moore
Dickinson
Summary
Developed organizational and multitasking skills in fast-paced office environment, managing various administrative tasks efficiently. Excel in document management and communication, ensuring smooth office operations and accurate record-keeping. Seeking to transition into new field where these skills can drive operational success and support team objectives. Commended and recognized for meticulous filing, communication, and organizational abilities. Nominated twice for Employee of the Year.
Overview
15
15
years of professional experience
Work History
Case Manager
Fidelity And Guaranty Life Insurance Company
09.2024 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Primary owner for resolving any open issues for a submitted application from the time the case is submitted to the point the case is issued.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Serve as a liaison between producers, uplines, third -party administrators, Commissions Contracting & Licensing, Legal, and other departments as needed.
- Research and track all documents, and resolve complex service issues with emphasis on a designated function.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Analyze case outcomes to identify trends and areas for improvement, driving continuous service enhancement.
- Streamlined internal processes for more efficient annuity application handling, resulting in faster approval times.
- Leveraged industry knowledge to stay current on regulatory changes and compliance requirements within the annuities space.
- Analyze risk factors to recommend appropriate coverage levels.
Life Insurance Coordinator
American National Insurance Company
07.2022 - 08.2024
- Conduct all training for new and current employees to understand and process all areas of Policy Services including, but not limited to beneficiary changes, Ownership changes, Collateral Assignments, Absolute Assignments, welfare requests, replacements, policy specific accounting requests, and daily policy payments received.
- Process, print, mail, and type up duplicate policies at the request of the policy Owner, or agent.
- Handle records and statistical and quantitative data to produce various reports for management.
- Lead and conduct employee engagement planning and recognition activities.
- Participate in planning and implementing new procedures, policies and systems.
- Communicate with contract agencies to maintain smooth relations and obtain needed policy information.
- Boost team performance with motivational support, mentoring, and job skill coaching.
- Research and compile data to produce operational reports for senior leaders and upper management.
- Post daily life policy payments, review policy changes, update banking information, and set up one-time payments.
- Handle Life New Business inquiries and issuance of contracts.
- Interact with policy Owners, agents, and other internal departments.
- Manage day-to-day operations of the department including scheduling tasks and assigning duties.
- Coordinate with other departments to ensure projects are completely on time and within budget.
Annuity Disbursement Specialist
American National Insurance Company
02.2020 - 07.2022
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Timely and efficiently process disbursement requests, code, and input policy changes submitted by policy owners, internal employees, underwriters, and agents pertaining to Fixed Annuity products within the American National Family of Companies.
- Thoroughly follow up to requests with appropriate communication or seeking further information needed.
- Perform various accounting transactions such as processing partial withdrawals, partial and full surrenders, journal entry transactions, stop payments, reversals, same day fund transfers, ACH wires, ACH debit and credits to clients bank accounts, and or policy, researching and clearing reference out-of-balance errors. Balance, review, and correct any errors found in various general ledger accounts.
- Process, calculate, and disburse Required Minimum Distribution amounts for qualified clients.
- Calculate cost basis for external transfers for qualified and non-qualified policies.
- Send replacement letters once transfers are complete..
- Ensure proper security measures are met when handling sensitive customer data.
- Assisted in the development and implementation of processing procedures to improve efficiency.
- Coordinate with applicants to gather missing information or documents.
- Entering data from applications into processing software maintaining high data accuracy and integrity.
- Accurately review Power of Attorney and Trustee documents to ensure all information supports authorization of appointed individual to conduct business transactions.
ES Clerk III
Texas Health And Human Service Commission
01.2019 - 06.2019
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Attended weekly meetings and penned proceedings for later reference or distribution to attendees.
- Interview and pre-screen applicants to determine what assistance client qualifies for.
- Return incomplete applications to clients and assist with completion when necessary/ or when requested.
- Prepare memos, travel or purchase vouchers, job postings, and job announcements.
- Issue EBT Lone Star cards for SNAP food benefits and TANF cash to qualified clients or families.
- Ensure all EBT forms are complete and accurate before issuance of cards that are turned in by Texas Works Advisors.
Call Center Specialist II
AMOCO Federal Credit Union
05.2011 - 06.2018
- Assisted customers by answering questions and responding to inquiries.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Handled escalated customer service concerns, questions, and issues to preserve customer satisfaction, and maintain long-term business relationships.
- Answered, screened, and processed high volume of calls with call management system and web-based communications.
- Perform all functions associated with account maintenance as requested including personal and account data changes, address changes, account closures, account renewals, and stop payment orders.
- Open and close accounts including savings and checking, money market, certificate of deposit, and club accounts.
- Operate telephone multi-line switchboard to answer, screen or forward calls to appropriate department or staff.
- Report caller trends to senior management to help guide service planning.
- Correct and update electronic training files.
- Maintain IRA accounts and answer all questions regarding IRAs and Certificate of Deposit accounts, regarding opening, renewing, and closing. Calculate withdrawal penalties from said accounts.
- Enroll participants in specialized programs and notify them of their acceptance.
- Monitored performance metrics such as average handling time per call, abandoned calls rate, and other key indicators.
Records Specialist
AMOCO Federal Credit Union
01.2011 - 05.2011
- Scanned paper records to transfer to digital filing systems.
- Safeguarded sensitive information from unauthorized access using encryption technologies and strict adherence to confidentiality policies.
- Improved customer service response times by efficiently locating and providing requested documentation when needed.
- Ensured accurate recordkeeping by regularly auditing and updating database information.
- Provided ongoing training to staff on proper document handling, storage, and disposal procedures, fostering a culture of records management excellence.
- Gathering all financial information for court ordered subpoenas.
- Received records approval from individuals mentioned in filing system for transfer or release.
- Coordinated large-scale file migrations during office relocations or expansions while minimizing disruptions to daily operations.
- Communicated efficiently with individuals concerning record information submitted or missing from files.
- Redacted information as requested when faced with potential privacy violations.
- Updated records with new information.
Teller
AMOCO Federal Credit Union
10.2009 - 01.2011
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Collaborated effectively with other departments as needed to resolve outstanding issues or complete complex tasks for customers.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Assist supervisor with balancing ATM and coin machine for the branch.
Education
GED -
Pasadena Evening School
Pasadena, TX07.2005
Skills
- Problem-solving
- Case management
- Time management
- Case documentation
- Active listening
- Organization and multitasking
- Documentation and reporting
- Decision-making
- Positive attitude
- Documentation proficiency
- Records management
- Data entry and analysis
- MS office
Timeline
Case Manager
Fidelity And Guaranty Life Insurance Company
09.2024 - Current
Life Insurance Coordinator
American National Insurance Company
07.2022 - 08.2024
Annuity Disbursement Specialist
American National Insurance Company
02.2020 - 07.2022
ES Clerk III
Texas Health And Human Service Commission
01.2019 - 06.2019
Call Center Specialist II
AMOCO Federal Credit Union
05.2011 - 06.2018
Records Specialist
AMOCO Federal Credit Union
01.2011 - 05.2011
Teller
AMOCO Federal Credit Union
10.2009 - 01.2011
GED -
Pasadena Evening School
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