Cam Muse

• Serve as a credit subject matter expert, evaluating complex commercial credit requests and job-based exposures
• Respond to and investigate escalated dealer complaints, reviewing supporting documentation and company policies to ensure accurate, compliant, and timely resolutions
• Own bad debt write-off governance, including month-end analysis and external agency coordination
• Perform financial statement analysis to assess liquidity, leverage, and creditworthiness
• Provide risk-based recommendations to leadership balancing growth and risk
• Oversee commercial job credit releases and validate lien and contract compliance
• Manage and prioritize enterprise credit application pipeline and shared inbox, consistently meeting SLAs while maintaining strong internal partnerships with sales, operations, and leadership
• Partner with process improvement and systems teams to design and implement standardized credit workflows, training programs, and system enhancements (e.g., Salesforce, SAP)
• Collaborate with leadership to refine credit policies and approval processes, reducing cycle times, strengthening controls, and improving audit readiness

Added – Credit Risk Focus (this is what you asked for):

• Managed and responded to all consumer correspondence across email queue, Web-to-Case, and USPS, consistently meeting SLA requirements
• Managed corporate social media platforms (LinkedIn, Facebook, Instagram, and YouTube), addressing escalations and monitoring sentiment while providing feedback to marketing and leadership
• Oversaw product review responses, ensuring timely resolution and consistent adherence to SLA standards
• Provided consumers with clear guidance on company policies and warranty procedures, ensuring proper understanding
• Partnered with field support to escalate issues beyond standard failure thresholds, ensuring accurate information was provided while keeping consumers updated throughout the process.
• Educated frustrated consumers on company policy while actively listening and maintaining adherence to all QA metrics throughout the interaction.
• Acted as go to team expert providing guidance and operational support
• Experience with social support tools (Bazaarvoice and Salesforce (SFDC) Community & Case Management)
• Provided backup support to the phone team, monitoring call queues and stepping in as needed to ensure consistent coverage
• Trained and onboarded new Consumer Affairs Specialists, ensuring effective knowledge transfer and adherence to team processes and standards.

• Managed customer inquiries to identify needs and recommend appropriate products.
• Utilized CRM software to track leads and monitor sales pipeline efficiency.
• Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
• Met or exceeded sales targets and quotas to contribute to overall sales goals and revenue of company.
• Set up new accounts, established customer credit and set up payment methods.