LaTonya Moss
Birmingham,AL
Summary
Dynamic Claims Associate with over 20 years of experience in claims processing and customer service. Recognized for improving workflows, strong attention to detail and effective decision making. Elevating customer satisfaction through efficient documentation review, team collaboration and empathetic service.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Claims Associate
State Farm
08.2005 - Current
- Processed and analyzed claims to ensure compliance with company policies and regulations. Including complex medical and property damage subrogation claims.
- Increased customer satisfaction rates through empathetic handling of customer concerns and timely resolutions.
- Evaluated documentation for accuracy, identifying discrepancies and resolving issues within my authority efficiently and escalating those outside of my authority promptly.
- Collaborated with peers to streamline claims handling processes, enhancing customer satisfaction.
- Helped with training new associates on best practices in claims processing, customer service strategies, and procedures.
- Improved team performance by managing work queue and creating capacity to help more customers. procedures.
- Provided exceptional customer service by addressing inquiries promptly and resolving difficult issues professionally by using terms customers understand.
- Participated in cross-functional end to end project leveraging claims expertise to support company-wide objectives.
Exception Clerk
South Trust Bank
07.1999 - 05.2025
- Processed exception items with attention to detail, ensuring compliance with banking regulations.
- Reviewed and reconciled discrepancies in customer accounts, enhancing accuracy of financial records.
- Collaborated with team members to streamline exception handling procedures, improving overall workflow efficiency.
- Trained new staff on exception processing protocols, fostering a knowledgeable and capable team environment.
Education
Associate of Science - Human Resources Management
Virginia College
Birmingham, AL12-2011
Skills
- Claims
- Work prioritization
- Customer service
- Decision-making
- Time management
- Work organization
- Team collaboration
- Conflict resolution
- Attention to detail
- Active listening
Certification
- Licensed [Claim Ajuster - [2005-present]
Timeline
Claims Associate
State Farm
08.2005 - Current
Exception Clerk
South Trust Bank
07.1999 - 05.2025
Associate of Science - Human Resources Management
Virginia College