Char Jackson

• Developed positive relationships with customers through friendly interactions.
• Handled 50-plus incoming customer calls, emails, and live chat inquiries, providing detailed product information, and resolving issues promptly. Please receive inbound calls and help with various customer questions or concerns.

• Please receive inbound calls and help with various customer questions or concerns.
  Research modification requests; provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; verify payment history and new servicer contact information; and process payment duties to work with management and staff to ensure that an organization has internal controls that adequately measure and manage its risks.
  Suggest alternatives to borrowers who show an inability to pay by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing. It minimizes exposure to fines and penalties. Promotes customer satisfaction by avoiding shipment delays.
  Assist with loan servicing website payments, denied access, password resets, respond to escrow, loss draft, and closing document inquiries.
  Interact with different departments, check the status of a loss draft, shirt sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure-pending mortgages.
  Collected payments whenever necessary and appropriate.
  Ability to add, subtract, multiply, and divide to record balance, and check results for accuracy.

Answer 30-50 inbound calls a day while generating sales leads. Assist customers with payments, due date changes, and other issues. Keep records of customer interactions, process customer accounts, and file documents. Follow communication procedures, guidelines, and policies in Microsoft Excel. Enter/update the database system accurately and efficiently and perform data quality. Identify and resolve any errors or discrepancies. Incoming fax research is needed to determine the loan number and resolve the fax. Incoming checks research to determine loan number and reason for the return or refund. Incoming mail research to determine loan number and process accordingly. Handle manual exceptions created by our tax vendor due to a flag on the loan as reported by the tax agency (delinquency, bankruptcy, sewer, tax sales notifications), and review tax search results for clients who have opted for this service upon loan boarding. Escalate critical findings to the client and let them know of the status and options for resolution, and document the customer account. Phone calls for outgoing calls for procuring tax bill status, data entry, and redemption information.

Respond to inbound calls from a variety of health care providers. Respond to inquiries regarding eligibility for health care benefits (dental, pharmacy, medical supplies and equipment, extended health, vision care, and mental health counseling) and claims. Identify and assess the caller’s needs. Provide accurate and complete information in a prompt and professional manner. Provide technical support where required to assist providers with electronic claims submissions.
Collaborate with other internal teams and departments. Communicate effectively and efficiently, and provide a world-class customer service experience with every interaction.

Respond to cancellation requests promptly, with site-specific information, to save the account. Document results to help us better understand why customers ultimately cancel their service.

Reach out to customers at a high risk of canceling (such as during ownership and management changes, or having inoperable equipment, phone line issues, or upcoming elevator modernization).

Work with the client base to review current contracts, contract renewals, scopes of work, or equipment upgrades.

Acquire product and service knowledge to help inform our customers of specific solutions.

Create an outstanding client experience. Listen to and address customers' needs.

Refresh accounts with terms from new customer agreements. Execute renewal or replacement agreements for existing customers, with device and/or rate changes.

Respond to customer requests – i.e., send out copies of contracts and/or provide the requested information.

Worked within multiple software systems to maintain client data, including Salesforce, Sedona, and Manitou.

Work with the team to develop process improvements and streamline the workflow.