Connie Bellini
South Bend,IN
Summary
Friendly and efficient Receptionist skilled in both verbal and written communication. Experience in customer service as well as the composition of correspondence. Knowledgeable and dedicated customer service professional with extensive experience in the Financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Service Representative II
Heights Finance Corporation
01.2020 - Current
- Help customers with closing loans complaints and questions, give them information on products and services
- Take calls and set appointments and payments along with help customers with any questions or concerns they may have.
- Managed communications as central point of contact for entire lending process.
- Evaluated loan applications to confirm financial status and credit worthiness.
- Negotiated payment arrangements with customers and credit institutions to assist in repairing credit history.
- Consulted with customers using positive communication and active listening skills, offering sound feedback and answering critical questions with effective solutions.
- Maintained open communication with old clients to cement relationships, drive referrals and obtain repeat business.
- Achieved sales goals consistently by tenaciously pursuing new connections and loan opportunities.
- Compiled documentation necessary to successfully fund over [Number] loans per month.
- Completed loan contracts by explaining provisions to applicant, obtaining signatures, and notarizations and collecting fees.
- Employed persuasive sales techniques to increase loan applications and overall loan value.
- Submitted loan applications to credit analysts for further verification and suggestions.
- Reviewed customer applications closely to identify any opportunities for further development and revenue.
- Educated customers about [Type] loan options, benefits and restrictions.
- Worked with processing department to successfully submit and finalize applications for [Type] loans.
- Educated customers on terms and conditions of loans to provide clear understanding.
- Analyzed financial status, credit and property to determine feasibility of granting loans.
- Handled paperwork and moved between customers and lending institutions to smoothly resolve any concerns.
Receptionist
Michiana Chrysler Dodge Jeep Ram
04.2019 - 09.2019
- Provide customer service
- Answer the phone
- Respond to emails
- Greet potential customers, address complaints
- Accept down payments, check in new and used vehicles.
- Answered central telephone system and directed calls accordingly.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered phone promptly and directed incoming calls to correct offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Handled cash transactions and maintained sales and payments records accurately.
- Corresponded with clients through email, telephone, or postal mail.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Scheduled office meetings and client appointments for staff teams.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Tracked important information in [Software] spreadsheets and ran reports or generated graphs using data.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Collected [Type] payments, processed transactions and updated relevant records.
Eligibility Specialist
Family Social Service Administration
10.2018 - 01.2019
- Determine eligibility of persons applying to receive assistance from government programs and agency resources, such as welfare, unemployment benefits, social security, and public housing
- Responsibilities include collecting and entering data in databases and maintaining accurate records of valuable company information
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication "scripts" when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
- Communicated with people from various cultures and backgrounds on application process.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Interviewed applicants and explained scope of different available benefits.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Engaged wider departments in accurate, timely paperwork completion.
- Resolved discrepancies with client applications to verify eligibility.
- Processed and certified documents for accuracy and compliance with government regulations.
- Developed extensive fact-checking and research skills by continuously reviewing different programs and options.
- Facilitated information and resource exchanges with external agencies to progress client applications.
- Assisted clients with accurate eligibility form, application and document completion.
- Devised and implemented strategies to streamline eligibility verification processes.
- Assisted clients with completion of applications and paperwork.
Customer Service representative
Community Choice Financial
05.2013 - 10.2018
- Attracts potential customers by answering product and service questions suggesting information about other products and services
- Opens customer accounts by recording account information
- Maintains customer records by updating account information
- Collecting and entering data in databases and maintaining accurate records of valuable company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
B.S. in Business -
Bethel University
Skills
- CRM / 10yrs
- CUSTOMER RELATIONSHIP MANAGEMENT 10yrs
- EXCEL
- POWERPOINT
- WORD
- Scheduling
- Complaint Resolution
- Call Management
- Report Generation
- Data Entry
- Recordkeeping Strengths
- Databases
- Negotiation
- Business Development
- Cold Calling
- Problem Resolution
- Verbal and written communication
- Professionalism
- Customer focus
- Organization and planning
- Handling pressure and tolerating stress
- Attention to detail
Personal Information
Title: Customer Service/Collections/Loans Specialits
Timeline
Customer Service Representative II
Heights Finance Corporation
01.2020 - Current
Receptionist
Michiana Chrysler Dodge Jeep Ram
04.2019 - 09.2019
Eligibility Specialist
Family Social Service Administration
10.2018 - 01.2019
Customer Service representative
Community Choice Financial
05.2013 - 10.2018
B.S. in Business -
Bethel University
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