Taylor Moore

Uses customer service skills to optimize the opportunity of each customer contact.

• Identifies and handles customer phone call/email/chat inquiries or concerns completely and accurately.

• Resolves customer complaints and problems to the satisfaction of the customer.

• Educated the customer about the products and services

• Maximizes opportunities to upsell or cross-sell company products and services.

• Performed all financial and administrative activities effectively and in accordance with policy including credit card handling, PCI compliance and reporting.

• Partnered with management if necessary, to ensure first contact resolution. Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem.

• Clarified customer issues and determined root cause of problems to resolve product or service complaints.

• Utilized customer service software to manage interactions and track customer satisfaction.
• Provided exceptional customer service, addressing inquiries related to transaction statuses promptly and professionally.
• Demonstrated strong problem-solving skills by identifying discrepancies in financial data and resolving them promptly.

• Successfully managed a caseload of over 250 claims, resulting in timely and accurate settlements
• Reviewed, evaluated and adjusted claims to promote fair and prompt settlement
• Negotiated and settled claims according to information presented
• Identified and collected evidence pertaining to claim to properly assess conditions
• Verifying vehicle details such as VIN, Mileage, and Repair Order number and date of service
• Examined claims forms and other records to determine eligibility
• Conducted full claim investigations and reported updates and legal actions
• Reviewed and analyzed suspicious and potentially fraudulent claims
• Receives and reviews new claims and maintains data integrity in the claims system
• Verified client information by analyzing existing evidence on file
• Reviewed insurance and claims documents to verify required information and secure any missing data for settlements
• Redact and compile documents into a single file and upload to claimants' case as proof of related expenses
• Confirmed vehicle warranty and associated Campaign
• Speaking with claimants to provide updates on case
• Approve/ Deny cases based on relevance to warranty and/or Campaign enrollment
• Processed and recorded new policies and claims.

• Notified insurance agents and accounting departments of policy cancellations and changes
• Coordinated with contracting department to resolve payer issues
• Reviewed new files to determine current status of injury claim and to develop a plan of action
• Responded to inquiries by answering questions, providing information and directing customers to appropriate resources
• Prepared insurance claim forms or related documents and reviewed for completeness
• Create an FNOL when insureds have experienced a loss and needs to file a claim Gather relevant information from insured while filing claim, adding details occurred from loss and/or damage
• Provide information to insured regarding deductible amounts for specific Perils
• Addressed an average of 80 customer inquiries and complaints each day, de-escalating calls
• Established contact with HIPPO insurance support team to discuss policies and individual homeowners' policy
• Create task for Desk Adjuster to follow up with insured and provide detailed information pertaining to policy holders claim status
• Analyze/ Assess coverage in insureds policy and provide relevant details.
• Worked productively in fast-moving work environment to process large volumes of claims.
• Examined reports, accounts, and evidence to determine integrity and accuracy of information.
• Developed strong relationships with clients, facilitating trust and open communication during the claims process.
• Maintained accurate and up-to-date records of claim information for future reference.