Charmette Woods

• Claims Line 02/21/22-10/31/22
• Provide timely responses to customers, financial professionals, channel partners, and distributors by telephone, email/and or chat in an inbound service center, consistent with service and quality standards
• Assist customers with initiating a variety of insurance claims
• Explain and resolve complex claim, policy, or account information/issues to our customers and clients
• Cross train into additional product line upon successful completion of primary training program
• Individual Line 10/31/22-present
• Process customer request, bills, and accounts, and applications for service
• Confirmed that customers received efficient resolution to problems by researching issues and providing adequate information.
• Answered questions and resolved concerns for customer support.
• Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
• Troubleshoots and resolves customer concerns
• Participated in training sessions designed to improve overall job performance.

Achievements

• Assisted with OJT mentoring/coaching trainees
• Quality Ambassador

• Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
• Successfully perform turn-overs and escalations in a positive and professional manner
• Motivated team members to meet and exceed sales targets
• Document all collection activities properly in computer(notes,payment plans, address changes, autopays)
• In/outbound call on delinquent accounts to make arrangements to bring account current
• Consistency and effectively mentor, train, coach, and assist 2-3 account managers assigned
• Determining if customers quality for modifications, deciding good faith payments
• Effective work 100% of assigned queue daily
• Updating repossession account, sending correct legal letter-repo redemptions, maintaining correct repossession procedures

• Provide first call resolution, while following strict procedures that meet compliance guidelines
• Completed transactions for customers and capitalized on opportunities to cross-sell products and services
• Improved customer satisfaction by going above and beyond to answer questions and offer expert support
• Stayed current on changing products, services and policies to offer exceptional service to customers
• Maintain friendly and professional customer interactions
• Established rapport with new clients to increase satisfaction and loyalty
• Handled various accounting transactions

• Identified past due accounts and contacted account holders to arrange payment.
• Followed fair debt practices and regulatory guidelines when managing collections process.
• Administered delinquency cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination and related litigation.
• Processed payments and contracts on account
• Assisted in the development of strategies to improve collections process efficiency.
• Delivered exceptional customer service on collections and maintain calm and professional demeanor
• Used probing techniques to determine debtors' reason for delinquency
• Monitored accounts for compliance with established payment plans flagged non-compliance
• Maintain high volume of calls and met demands of busy and productive group