Summary
Overview
Work History
Education
Skills
Certification
Areas of Expertise
Timeline
Generic

Crystal Smith

Mansfield

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Inusrance Specialist

Exeter Finance
02.2021 - Current


  • Processed eligibility and benefits verification and authorization requests.
  • Researched and resolved routine and complex issues.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Assisted clients with policy updates and modifications, ensuring accurate coverage.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Assisted customers with completing insurance documents to avoid missed information.

Santander Consumer USA
06.2016 - 10.2020
  • Collect on auto loans manually and using the dialer system.
  • Set up payment arrangements.
  • Educated customer on simple interest loan.
  • Document all collection activity.
  • Educate customers on all voluntarily surrenders.
  • Ensure customers of all policies and procedures of keeping account current.
  • Take payments using Speedpay.
  • Change due date.
  • Skip Traced on displaced customer.
  • Negotiates account resolution and accurately inputs and documents actions within the collection systems while maintaining company performance and productivity standards.

Greentree Services
09.2012 - 12.2015
  • Collect on high-risk delinquent accounts by making outbound collection calls.
  • Skilled Collections and Loss Mitigation Specialist with experience handling inbound borrower calls, negotiating payment arrangements, and maintaining strong customer relationships.
  • Adept at overcoming objections, educating borrowers on home retention and graceful exit options, and ensuring accurate documentation in collection systems.
  • Experienced in submitting and following up on loss mitigation paperwork, including HAMP, while supporting team productivity and compliance standards.

Education

High School Diploma -

O D WYATT
Fort Worth, TX
05-2005

Skills

  • Customer service
  • Problem-solving
  • Highly motivated
  • Insurance regulations
  • Critical thinking

Certification

Texas All Lines Adjuster License (active)

Areas of Expertise


  • Customer Satisfaction & Service Excellence
  • Call Handling & Telephone Etiquette
  • Managing Customer Data & Records
  • Active Listening & Empathy
  • Managing Expectations & Conflict Resolution
  • Attention to Detail & Accuracy

Timeline

Inusrance Specialist

Exeter Finance
02.2021 - Current

Santander Consumer USA
06.2016 - 10.2020

Greentree Services
09.2012 - 12.2015

High School Diploma -

O D WYATT

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