Ciara Hopkins-Hicks

Responsible for maintaining a safe, positive, and engaging environment for millions of users worldwide.

• Investigate and respond to user reports regarding offensive or problematic content, taking appropriate action as necessary.

• Enforce Tik Tok's content policies by flagging or removing inappropriate or harmful content, such as hate speech, violence, nudity, or copyright violations.

• Maintain the overall quality of content the platform by identifying and addressing spam, fake accounts, and other forms of abuse.

• Responsible for evaluating videos, comments, and other content uploaded by users to ensure they adhere to Tik Tok's community guidelines and policies.

• Offer feedback to users whose content has been flagged or removed, explaining the reasons for moderation decisions and educating them on Tik Tok's community guidelines

• Maintain updates on emerging trends, cultural sensitivities, and evolving content moderation practices to effectively enforce Tik Tok's policies.

• Collaborate with other teams within Tik Tok, such as Trust & Safety, Legal, and Product, to address complex content moderation issues and improve platform policies.

• Oversee the daily management of live Tik Tok content while maintaining a quality score of 100%.

Assisted customers overcome obstacles and complete their loan applications or payments, ultimately contributing to the success of Credit Acceptance.

• Procured abandoned vehicles promptly to safeguard company assets, tracking and documenting associated fees from third-party businesses and contracted repo agents.

• Negotiated fees with third-party businesses on behalf of the company and prepared necessary documentation for contracted repo agents to secure vehicles, including notarization when required.

• Managed the processing of monthly invoices while also monitoring departmental email correspondence and voicemail messages.

• Successfully maintained monthly sales targets and ensured adherence to call quality standards, while also providing valuable troubleshooting assistance to customers.

Assisted clients in securing mortgage financing while providing exceptional service and adhering to regulatory requirements

• Managed a pipeline of mortgage applications

• Worked with underwriters to fix application problems and resolve issues.
• Coordinated closely with title companies to ensure smooth closings and proper document recording.
• Reviewed loan agreements to ensure they were complete and accurate before closing transactions.
• Proactively identified opportunities for cross-selling additional products or services to existing clients.

• Built and maintained strong relationships with clients throughout the mortgage application process, providing updates and support as needed.

• Ensured compliance with all relevant regulations and guidelines that governed mortgage lending, including those set by federal and state authorities.

Marketed available units, provided customer service to prospective tenants, and assisted with occupancy of multiple properties.

• Assisted prospective tenants with completing rental applications, gathered necessary documentation, and coordinated lease signings.

• Showcased available units to potential renters, highlighted features, amenities, and benefits of living in the community.

• Maintained accurate records of inquiries, property tours, lease applications, and lease activities to track progress of sales efforts.

Promoted financial well-being, and fostered long-term relationships with members.

• Ensured compliance with all relevant regulations, policies, and procedures that governed financial transactions and member interactions.

• Maintained accurate records of member interactions, transactions, and account activities, and updated member information as needed.

• Demonstrated a thorough understanding of Genisys Credit Union's products and services and effectively communicated their features, benefits, and terms to members.

• Provided exceptional customer service to members by addressing their inquiries, resolving issues, and guided them through various financial transactions.

• Maintained information regarding changes in banking regulations, industry trends, and Genisys Credit Union's products and services through ongoing training and professional development.

• Collaborated with other team members and departments within the credit union to provide seamless service to members and achieved organizational goals.

• Addressed member concerns, disputes, or complaints promptly and effectively, and escalated complex issues to the appropriate department or supervisor as needed.

• Processed deposits, withdrawals, loan payments, and other financial transactions accurately and efficiently.