Tori Talbert
Portland
Summary
Insurance and retirement plan professional with 20+ years of experience supporting group benefits, retirement plans, and enrollment operations across carrier, broker, and advisory environments. Deep expertise in client servicing, enrollment strategy, broker relationships, process improvement, and team leadership. Known for translating complex insurance and retirement concepts into clear, client-ready solutions and for building scalable, error-reduced operational processes.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Account Manager
Cathy Merz Insurance / Capital Benefit Group
01.2023 - Current
- Manage full-cycle servicing for the firm's 26 top revenue-producing employer plans
- Act as primary point of contact for scheduling all advisor appointments, including renewals, mid-year reviews, new business, and enrollment meetings
- Prepare renewal proposals using Wired Quote, transforming carrier output into clear, client-friendly Excel presentations
- Develop comprehensive marketing comparisons across Medical, Dental, Vision, Life, STD, LTD, and AD&D
- Coordinate and support enrollment meetings, including preparation of materials for live meetings and recorded educational sessions
- Lead new business implementation: Confirm sold rates, Complete sold-case paperwork, Order paper and electronic enrollment materials
- Conduct onboarding meetings for new plans or new plan administrators
- Maintain and update CRM and sales databases with renewal changes and plan updates
- Serve as a trusted client resource, handling day-to-day inquiries and issue resolution
- Research and resolve claims issues in partnership with carrier contacts
- Attend annual carrier roadshows to stay current on product and market changes
Enrollment Department Manager / Operations Leader
Standard Retirement Services (SRS)
01.2002 - 01.2014
- Hired initially as a temporary manager to correct widespread enrollment errors and consistency issues; role evolved into permanent department leadership
- Managed the Enrollment Department and became the Subject Matter Expert on all enrollment processes and procedures
- Partnered with Marketing to redesign manual enrollment workflows, significantly reducing errors
- Led a successful vendor RFP and automation rollout to modernize enrollment materials and improve accuracy
- Created and documented all enrollment processes and procedures
- Designed and delivered the first formal training program for field Service Representatives; program ran for 3 years before transitioning to the education team
- Managed proactive mailing campaigns and eligibility alert programs
- Regularly presented enrollment updates and enhancements at annual sales and sales manager meetings
- Consulted on cross-functional projects where enrollment intersected with sales, marketing, and operations
- Took on additional leadership of the Forms Department
- Later assumed management of a new business data-feeds team, documenting and streamlining undocumented processes
- Managed multiple teams simultaneously while driving operational consistency and scalability
- Tenure ended after 13 years; licenses lapsed due to management role requirements
Retirement Plans Customer Service Representative
Principal Financial Group
01.2000 - 01.2001
- Serviced a proactive book of business for 401(k) and 403(b) plans
- Conducted enrollment meetings and annual client reviews
- Presented investment performance reports and recommended portfolio adjustments
- Partnered with sales representatives to support new business opportunities
- Maintained relationships with top-tier (A+) brokers
- Earned Series 7 license
- Position impacted by post-9/11 layoffs following company IPO
Account Manager
Campbell, Galt & Newlands
01.1999 - 01.2000
- Supported a senior investment advisor and managed client servicing responsibilities
- Prepared proposals, enrollment materials, and client reports
- Served as daily point of contact for advisor clients
- Assisted with sales materials and investment presentations
Customer Service Representative / Enroller
Great-West Life
01.1996 - 01.1999
- Provided day-to-day client servicing in partnership with Sales Representatives
- Completed sold-case paperwork and coordinated with Home Office teams
- Conducted enrollment meetings for Life, Health, and 401(k) plans
- Maintained strong broker relationships
- Selected to move into an Enroller role due to performance and adaptability
- Held Life, Health, Series 6, 63, and 64 licenses
Education
Skills
- Group benefits and retirement plans
- Enrollment strategy and execution
- Client and broker relationship management
- Sold-case implementation
- Renewal and marketing presentations
- Process documentation and improvement
- Team leadership and training
- Vendor RFP and system automation
- Claims research and resolution
- Licensing (life, health, Series 6, 7, 63, 64)
Certification
Insurance & Securities Licenses (Historical), Life & Health, Series 6, Series 7, Series 63, Series 64
Education And Licensing
Continuing industry education through carrier roadshows and on-the-job training
Career Pause
Family Caregiver, 01/01/14, 12/31/23, Took time away from full-time employment to raise children; returned to industry with updated skills and immediate impact in current role
Timeline
Account Manager
Cathy Merz Insurance / Capital Benefit Group
01.2023 - Current
Enrollment Department Manager / Operations Leader
Standard Retirement Services (SRS)
01.2002 - 01.2014
Retirement Plans Customer Service Representative
Principal Financial Group
01.2000 - 01.2001
Account Manager
Campbell, Galt & Newlands
01.1999 - 01.2000
Customer Service Representative / Enroller
Great-West Life
01.1996 - 01.1999