Erica Moore
STATE FARM
Cypress,TX
1
Certification
14
years of professional experience
Experienced insurance and financial services professional with over 10 years in client support and policy management. Skilled in policy administration, renewals, endorsements, and compliance, with a strong focus on effective communication and cross-functional coordination. Excels in managing priorities and ensuring accuracy in client and policy data while delivering service that meets agency standards.
Work History
Life Specialist
5 Years 10 Months- Serve as a primary client management point of contact for employer-sponsored life benefits and Disability-related insurance inquiries, translating complex coverage and policy terms into clear, actionable guidance.
- Manage high-volume inbound and outbound client relationships, maintaining responsiveness, service quality, and accurate documentation for each request.
- Conduct client needs assessments and recommend Life/Disability coverage options aligned with employers’ plan objectives and clients’ financial protection goals.
- Maintain detailed client records and activity in Salesforce CRM, ensuring documentation accuracy, audit-ready recordkeeping, and compliance.
- Coordinate with internal teams (e.g., underwriting/servicing/claims support as applicable) to resolve complex client concerns and ensure timely completion of policy and benefit administration requests.
- Strengthen retention and client satisfaction by educating clients on additional plan options and related products/services.
- Handle multiple concurrent priorities while meeting regulatory requirements and maintaining productivity and data integrity.
- Advised clients on insurance and financial products to align with individual goals
- Developed customized risk management strategies for diverse clientele
Agent Team Member
1 Year 9 Months- Managed day-to-day client interactions in fast-paced insurance agency, overseeing lead management, client outreach, policy servicing, and administrative support to enhance client satisfaction.
- Managed client inquiries, providing accurate information on insurance products and policy options.
- Assisted in processing claims, ensuring timely and efficient resolution for clients.
- Assisted employer groups and plan members with benefit-related policy changes, billing inquiries, and account updates.
- Assisted employer groups and plan members with benefit-related policy changes, billing inquiries, account updates, and required documentation.
- Delivered onboarding support and product education to employers and employees, enhancing understanding of employer-sponsored benefits and facilitating smoother enrollment processes.
- Coordinated client requests with internal teams to ensure timely resolution of account and benefit administration needs, improving overall service delivery.
- Provided onboarding support and employer/employee product education to improve understanding of employer-sponsored benefits and next steps for enrollment/changes.
- Provided onboarding support and insurance product education to improve client understanding and retention.
- Coordinated client requests with appropriate internal teams to facilitate timely resolution.
Claim Analyst / Adjuster
3 Years 1 Month- Managed portfolio of claims from initial report through resolution, acting as primary point of contact for customers, vendors, and internal partners to ensure clear communication and effective resolution.
- Investigated and analyzed complex claims while interpreting policy language and regulatory requirements.
- Coordinated with multiple stakeholders to resolve issues and deliver timely, accurate claim outcomes.
- Coordinated with multiple stakeholders to resolve issues, delivering timely and accurate claim outcomes that enhanced customer satisfaction.
- Maintained accurate claim documentation and ensured required information was obtained and processed within established timelines.
- Communicated complex insurance information clearly to customers and business partners, facilitating understanding and informed decision-making.
Operations Specialist
5 Months- Delivered operational and technical support to customers and internal claim professionals, enhancing service reliability.
- Acted as a Subject Matter Expert (SME), supporting employee training, onboarding, and process questions.
- Provided operational and technical support to customers and internal claim professionals.
- Maintained accurate documentation and ensured adherence to established operating procedures, supporting compliance and operational integrity.
Customer Service Representative
1 Year 2 Months- Provided front-line customer service to ensure customer satisfaction in high-volume insurance environment.
- Assisted customers with claim-related questions and gathered information necessary for claim processing.
- Assisted customers with claim-related inquiries, facilitating efficient claim processing through accurate information gathering.
- Selected for the Claim Leadership Introduction Program based on demonstrated leadership potential and performance.
Customer Service Representative
1 Year 7 Months- Managed high-volume inbound customer interactions for account inquiries, transactions, payments, transfers, and account servicing, ensuring timely and effective resolutions.
- Processed financial transactions accurately, maintaining strict adherence to security, compliance, and quality standards to protect customer information.
- Consistently recognized as a strong-performing representative for service quality, efficiency, and customer satisfaction.
- Educated customers on banking products, identifying and leveraging opportunities to enhance client relationships and promote product utilization.
- Provided technical troubleshooting assistance for online and mobile banking platforms.
Education
Bachelor of Arts - Communication
Skills
Insurance client service
New Business & Renewal Processing
Policy Administration & Maintenance
Endorsements & Policy Changes
Client data management
Insurance Quoting & Remarketing
Client retention
Insurance Needs Assessment
Certificates and binders
Policy Checking & Documentation
Carrier & Vendor Coordination
High-Volume Customer Service
Needs-Based Client Support
Microsoft Excel & Office Suite
Certificates
ID Cards & Binders
Certification
Texas General Lines Agent License — Active, Texas Adjuster License — Active
Timeline
Life Specialist
STATE FARM
11.2020 - CurrentRead More
Agent Team Member
STATE FARM
02.2019 - 11.2020Read More
Claim Analyst / Adjuster
TRAVELERS COMPANIES, INC.
01.2016 - 02.2019Read More
Operations Specialist
TRAVELERS COMPANIES, INC.
08.2015 - 01.2016Read More
Customer Service Representative
TRAVELERS COMPANIES, INC.
06.2014 - 08.2015Read More
Customer Service Representative
JPMORGAN CHASE
11.2012 - 06.2014Read More
University of Missouri St. Louis
Bachelor of Arts from Communication
Read More