Britany Moore
Charlotte
Summary
Skilled Claims Associate with relevant experience in claim processing, investigation and settlement. Strengths include keen analytical abilities, strong communication skills and thorough knowledge of insurance policies and regulations. Demonstrated ability to manage caseloads effectively, streamline processes for improved efficiency, and negotiate fair settlements that satisfy all parties involved.
Overview
14
14
years of professional experience
Work History
Sub Demand Claims Associate
Farmers Insurance Group
Charlotte
05.2024 - Current
- Maintained accurate records of all claim processing activities in accordance with company policies and procedures.
- Conducted research on claim issues, utilizing available resources such as databases and other documentation.
- Communicated with adjusters via telephone and email to clarify claim statuses and provide timely updates.
- Streamlined the handling of complex claims and ensured follow-up on open, denied, or suspended claims.
- Reviewed and processed correspondence from attorneys, policyholders, adjusters and other parties related to the claim.
- Communicated regularly with internal staff and external stakeholders regarding status updates on claims files.
- Served as subject matter expert for non-standard coverage questions, property damage, and collision.
Salvage Specialist
Farmers Insurance Group
Charlotte
09.2021 - 05.2024
- Review paperwork and make decisions on vehicle titles for accuracy and completeness in accordance with state guidelines.
- Notify Total Loss Specialist if they can make payment to customer's, or notify them if the paperwork is incorrect or incomplete.
- Followed up with customers and lienholders on pending paperwork, ensuring all documentation required for title transfer was collected promptly.
- Make outbound calls to customers and lienholders to follow up on paperwork and titles, and to discuss any errors or incomplete paperwork.
- Send paperwork to customers who submit incomplete or inaccurate paper/title work.
- Completed alternate sales process letters and mailed according to state guidelines when paperwork was rejected, facilitating compliance and customer communication.
- Must learn and be familiar with paperwork requirements for all fifty (50) states.
- Respond to emails from internal and external customers and management.
- Contact Lienholders for customer lien balances and payoff amounts.
- Includes determining payoff dates and per diem amounts for payoffs.
- Compile and send settlement packets to customers explaining settlement process and amount to customer.
- Review and manage inventory of pending salvage vehicles ensuring that appropriate state avenues are utilized in order for the efficient liquidation of salvage assets for the Exchanges.
- Collaborated with Field Salvage Coordinators on vehicles requiring special attention for liquidation.
- Coordinated with vendors for the disposal of non-salvageable items.
Claims Service Specialist/Total Loss Specialist
Allstate Insurance
Charlotte
06.2018 - 09.2021
- Use NextGen claims system to file new claims and bring existing claims to resolution.
- Review notes in NextGen claim history and determine coverage and liability for losses.
- Explained claim process, providing clear information to customers.
- Assist and resolve customer inquiries within service levels.
- Handover claim to Market Claims Office if their the owner of the claim.
- Process claims payments by using serval payments methods.
- Access ERL which is a technology system that allows vehicle inspections to be arranged.
- Achieve and meet service performance goals.
- Utilize problem solving thinking skills to discover ways of working and resolving complex decisions in a team environment.
- Prosper in a wide-range team environment that encourages stability, helpfulness, and communication.
- Setup rental contracts with using Automated Rental Management System (ARMS).
- Assisted Total Loss Team on a special project.
- Handle confidential information such as: name, address, phone numbers, email address, debit card numbers, vehicle information, and lien holder account numbers.
- Informing customers on the Total Loss process and the steps needed to complete the claim.
- Issue out total loss payments to lien holders and owners of vehicles.
- Send out total loss paperwork to customers by mail and email.
- Contacting lienholders for payoff statements and account information.
- Emailing Gap Carriers paperwork to process gap claims and faxing or emailing needed gap documents.
- Guided customers through each step of their Total Loss claims.
Service Agent I
American Red Cross
10.2017 - 01.2018
- Scheduled appointments and delivered positive service experiences to enhance donor show rates.
- Contact blood donors by telephone using a dialer system to recruit for blood donation.
- Follow a process and appropriate scripting for conducting a call with a donor, to ensure a consistent donor experience.
- Used information from multiple computer systems to target appropriate blood drives for donors and updated donor records.
- Maintained daily production standards for phone calls and appointments to achieve collection goals and inform donors of eligibility.
- Developed new leads and donor recruitment programs to expand donor base and ensure adequate blood supply.
- Ensured efficient communication by promptly addressing inbound calls and directing them appropriately.
Customer Service Representative
Synchrony Finanical
Charlotte
10.2015 - 05.2017
- Assisted Wal-Mart and Sam's Club customers with credit card inquiries, addressing their specific needs and concerns.
- Provided billing information on late fees, past due amounts, online orders, and credit line increases.
- Processed checks and debit card payments over the phone.
- Assisted with fraud like activity as in if a customer is not aware of the transactions that were within their credit card statements.
- Processed fraud claims by documenting transaction details and coordinating with relevant departments, ensuring timely communication of claim status to customers.
Call Center Agent
Positec Tool Corporation
06.2015 - 08.2015
- Provided troubleshooting, billing, payment information, and ordered tools and parts, enhancing customer experience.
- Assisted customers with Work and Rockwell tools, ensuring effective use and satisfaction.
- Processed debit and credit card payments at point of sale, ensuring accurate transactions.
Cashier/Customer Service Associate/Customer Service Manager
Walmart
04.2012 - 06.2015
- Resolved customer complaints, guiding them and providing relevant information to enhance satisfaction.
- Engaged with customers to ensure a positive shopping experience.
- Processed customer stamp and coupon redemptions at checkout.
- Scan goods and collect payments.
- Acknowledged customers as they exited the store, enhancing their shopping experience.
- Answer questions concerning price, location, use of merchandise, and request for orders, and information of products.
- Assisted in managing front-end department operations, ensuring smooth functionality and service delivery.
- Handle counting down the cash podium at the beginning and ending of each shift, assigning cashiers to a designated cash register, shutting down the self-checkouts by counting down and exchanging the money, and properly depositing the money into the cash office.
Education
High school diploma - Business
Zebulon B Vance High School
Charlotte, NC06.2009
Skills
- Claims processing
- Claims investigation
- Insurance claims review
- Claims management software
- Regulatory compliance
- Knowledge of regulations
- Analytical thinking
- Problem solving
- Attention to detail
- Microsoft Office
- Excel
- Microsoft Word
- Time management
- Multitasking
- Team collaboration
- Decision making
- Customer relationship management
- Communication skills
- Multitasking
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Accomplishments
- Most Resilient Producer on Sub Demand Admin in 2025
Timeline
Sub Demand Claims Associate
Farmers Insurance Group
05.2024 - Current
Salvage Specialist
Farmers Insurance Group
09.2021 - 05.2024
Claims Service Specialist/Total Loss Specialist
Allstate Insurance
06.2018 - 09.2021
Service Agent I
American Red Cross
10.2017 - 01.2018
Customer Service Representative
Synchrony Finanical
10.2015 - 05.2017
Call Center Agent
Positec Tool Corporation
06.2015 - 08.2015
Cashier/Customer Service Associate/Customer Service Manager
Walmart
04.2012 - 06.2015
High school diploma - Business
Zebulon B Vance High School