Amber K. Knight

• Manage probate accounts from initiation to closure
• Ensure accurate and timely processing of all probate-related transactions
• Maintain detailed records and documentation for each probate account
• Serve as the primary point of contact for beneficiaries, executors, and legal representatives
• Provide clear and concise information regarding the probate process and account status
• Address and resolve any client inquiries or concerns promptly
• Ensure all probate activities comply with relevant legal and regulatory requirements
• Collaborate with legal professionals to address any legal issues or complexities
• Oversee the distribution of assets in accordance with the decedent's will and legal requirements
• Prepare and review financial statements, reports, and documentation related to probate accounts
• Monitor and manage account balances and transactions
• Adapted quickly and managed effectively the increased workload from the recent addition of a new probate account scrub worklist, growing from approximately 200 to over 500 accounts
• Identify opportunities to streamline and improve probate account management processes, including the processing of promissory notes via DocuSign
• Implement best practices and recommend process enhancements to increase efficiency and accuracy
• Successfully implemented a major process improvement in receiving titles from dealers
• Achieved a mandatory learning performance rating in 2022 after less than six months in the role
• Received a 'Highly Successful' performance rating in 2023

DEI Committee

• Presented to senior leadership staff

Successes

• Silver Award: Presented by Chad Volkert, Director of Collections, Litigation, Recovery, and Probate, for commitment to applying integrity, quality, commitment, and innovation in service
• Recognized for dedication to the team's success
• Silver Award: Presented by Ken Alsteen, Manager of Collections, for outstanding engagement and leadership
• Silver Award: Presented by Reba Tranel, Probate Manager, for dedication, coordination, and collaboration in organizing the Litigation & Recovery Summit

• Handle incoming customer account inquiries promptly, generally on the same day
• While providing great service to maintain a good, memorable relationships
• Negotiate immediate full payments or acceptable and timely payment arrangements to resolve account delinquency and prevent losses
• Identify with customers by using probing questions and documenting issues attributing to account delinquency
• Take 50+ calls daily with high call volumes while making outbound calls to past due customers and handling special worklists to help customers with other needs
• Identify billing discrepancies and immediately forward information to correct department for investigation and resolution
• Quickly adapt to changing focus multiple times a day
• Provide knowledge to new CAS members on how to manage workloads while taking inbound/outbound calls
• Answer questions from CAS members that have started taking calls, while also ensuring my personal worklist are complete
• 29 calls scored since the beginning of FY22; 24 of which scored 100% and 5 calls scored at or above goal
• New employee as of August '21
• Achieved Graduate Status by February '22 for CEP Maintaining graduate status to current month July '22
• Fiscal year 2022 15 CEP calls graded 10 at 100%, 14 at or above goal

Appreciation and Networking Commitee

• Selected by management to be member of Appreciation and Networking Committee
• Organizing events and ways to improve employee networking

Successes

• Relaunched networking monthly chats, which provided more structure and in turn has produced higher attendance by 50%
• Planned and executed successful offsite & virtual CLR Team Building Event- 60+ attended in person at Jester Park and 40+ attended the virtual event
• Contributed to team efficiency with three implemented innovations:

Improved F24 procedure verbiage, enhancing customer and employee experience by avoiding duplicate emails and calls.
Created a written Permission to Discuss procedure for the US, previously only available for Canada.
Implemented the use of the misapplied payment form, saving time and reducing errors in the CACS system.

• Completed appraisals on automobiles, light trucks, custom cars, vans, and many other vehicle types
• Provided quotes on repairs with great accuracy, taking insurance, type of car and extent of damage into consideration
• Examined client financial records to inform on possible plans for total-loss vehicles or large repairs
• Collaborated with repair workers to determine feasibility of repairs under constraints of coverage limits, time frame and customer finances
• Regularly managed over 50 open claims from estimate step to repair completion

• Executed sales and marketing initiatives to increase revenue for the company
• Drafted quotes confirmed orders and managed transfers to handle rental needs efficiently
• Resolved customer disputes to maintain positive relationships and increase customer base
• Placed sales calls for needed rentals and handled rentals for incoming customer calls
• Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth rental operations
• In one year, advanced the Retail ARPD +98.97% Quarter 1
• Maintained responsibility for Southeast Iowa and Northern Missouri territory
• Knowledge of the different licensing, registration, and car insurance laws for the 50 states

• Developed comprehensive plans to enhance sales management and prioritize long-term business objectives
• Expanded customer base by identifying needs, creating solutions, and delivering client-focused products
• Established potential client contacts, cultivated relationships, and ensured all service requirements were met
• Actively pursued website inquiries within specific territories to grow the potential customer base
• Managed the needs of over 100 customers simultaneously, utilizing strong prioritization and multitasking skills