Account Health Specialist
Amazon Development Centre
Hyderabad, India
July 2021 - November 2021
- Provided support to the team, assisting with calls, customer meetings and other end use customer activities.
- Expanded and maintained customer base by counselling outlets, maintaining rapport with key customers.
- Established and recommended new and modified policies, programes and services to meet new opportunities and improve service to existing customers.
- Responded promptly to customer inquiries and requests, retaining high level of customer satisfaction from all key accounts.
- Sought alternative resolution to difficult problems and adjusted strategies to meet changes in customer conditions.
- Developed corrective action plan against shortfalls to execution, distribution or standards.
- Actioned customer feedback to improve product and service provisions.
- Mentored employees to maximize team performance.
- Collaborated with team members to achieve target results.
- Exceeded goals through effective prioritization and consistent work ethic.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Handled 80-100 inbound calls per day.
- Diffused challenging situations using conflict management techniques.
- Thrived in fast-paced environment with energy and enthusiasm.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Supported team by developing positive practices cantered on key development and customer satisfaction.
- Assess and make decisions about customer credit applications using a range of criteria including purpose of application, credit viability, customer payment history and customer creditworthiness.
- Underwrite medium-to-large credit applications.
- Review complex credit decisions that require manual reviews or exceptions.
- Completed thorough and in-depth analysis of new credit requests, renewals and annual relationship reviews to recommend risk rating changes.
- Performed underwriting, financial analyses and calculations of key financial ratios for small businesses to track performance.
- Contribute to and build underwriting/credit strategies across the portfolio and individual customer sub-segments.
- Reviewed customer financial data to ascertain level of risk involved for extending credit.
- Analysed financial reports to identify potential lending liabilities and credit risks to reduce defaults and loss of funds.
- Worked in collaboration with Operations department to examine and evaluate documentation submitted for funding.
- Negotiated terms and conditions of loan decisions with senior dept. to guarantee profitability for lenders.
- Created process improvement templates for approval and implementation within department.
- Presented key information to upper management and the executive team for loan recommendations.
- Issued approvals within authorized limits and escalated large-value applications to senior staff for review.
- Advised customers on best available loan/credit options.
- Submitted credit and loan applications to underwriters for verification and recommendations.
- Compared customer references, credit ratings, risks against policy standards to balance risk.
- Managed flow of applicants through approval process, completing continuous reviews and corrects to minimize delays.
Key areas of responsibility include Loss & Mitigation
- Reviewed transaction monitoring reports for suspicious activity.
- Produced and presented detailed reports of investigative findings.
- Reduced Delinquency on customer accounts through careful monitoring and impactful communication.
- Answered customer inquiries concerning credit standing, loan balances and penalties.
- Promote Loan Modifications and Deferments and contribute to a reduction of overall delinquencies by negotiating solutions that are mutually beneficial to the client and Company.
- Coordinate payment arrangements with members and follow up in a timely manner on such arrangements, properly documenting accounts as contact with each member is made.
- Prepare payment agreements for negative share accounts and followup on payments.
- Assist with member correspondence- member inquiries, complaints, billing questions and payment/extension service requests.
- Contact and counsel delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools.
Mentoring and Evaluation
- Prepared statements detailing operational detail and key performance indicators.
- Monitored staff performance and developed improvement plans.
- Mentored new bees on methods, best practices for outstanding service and retention.
Business Payments- Pay by Invoice
- Supported the monitoring and management of the entire PBI accounts receivable portfolio.
- Monitor credit performance – monitoring of Accounts Receivables with emphasis on financial transactions such as invoices, credits, debit notes and cash application.
Freight
- Provided day-to-day administrative support to logistics teams, enabling improved office efficiency.
- Services include building systems and capabilities to ensure that shippers' freight in the Amazon network (vendors, suppliers, sellers) is moved with the highest service and lowest possible costs.
- Worked with Third-party logistics providers (3PLs) and Freight Forwarders who ship inbound to Amazon to discover how we can better serve them.
- Maintained communication and control through all phases of freight journeys. Knowledge and understanding of the logistics and transportation industry.
- Assessed deliveries for damages and discrepancies, resolving through effective communication with suppliers.