Ashonna Franklin

- Contracted for Navy Federal Credit Union, specializing in consumer loan servicing.

- Guided members in selecting appropriate loans, and explained application requirements.

- Ensured the accuracy and completeness of member information on accounts.

- Processed complex transactions, managed account openings and closings, and facilitated payment plans.

- Addressed member inquiries to enhance overall customer satisfaction.

- Resolved overdue accounts by placing outbound and inbound calls to customers with Prosper.

- Offered repayment options, including payment skips and deferment plans, to assist customers.

- Monitored accounts, contacted customers, and business partners regarding overdue payments.

- Collaborated with teams to negotiate settlements on loans that benefited both customers and the company.

- Managed customer accounts while resolving mortgage loan and escrow account concerns.

- Handled inbound customer calls with professionalism and attentiveness.

- Scheduled payments efficiently and promoted retention products to boost customer loyalty.

- Assisted customers in exploring refinancing options and loan modifications to enhance financial stability.