Emefa Sappor

• Made decisions and recommendations about extending lines of credit.
• Assessed credit risk and analyzed financial statements.
• Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
• Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
• Gathered loan documentation for underwriting.
• Investigated and resolved customer disputes related to credit decisions.
• Improved understanding of financial statements, which helped in assessing risk.
• Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
• Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.
• Attended credit-related training and conferences to stay informed about industry trends and developments.

•Performance score above 3.5 on 4.0 scale for majority of working period.

•Perform every role of an MSR I in addition to Online assistance.

•Recommended specific products and services in alignment with individual needs, requirements, and

specifications.

•Process new and used Auto loan applications, Auto loan Refinance, Title loans, Credit card applications, Personal loans, Personal line of credits, Overdraft line of credits, Secured share loans and Certificate loans.

•Advise best rates offered by financial institution and calculate best eligible monthly payment.

•Explain loan summary and terms with clients.

•Advise reasons for loan qualification terms.

•Disburse approved loans to clients.

•Maintain updated knowledge of internal processes and industry best practices to optimize service delivery.

•Keep administrative records current and accurate to promote efficiency and team effectiveness in all

interactions.

•Promoted to Member Service Representative II after a year of working.

•Maintained excellent attendance record, consistently arriving to work on time.

•Performance score above 3.5 on 4.0 scale for majority of working period.

•Evaluated member information to explore issues, develop potential solutions and maintain high-quality

service.

•Maintained accurate and current member account data with manual forms processing and digital

information updates.

•Completed training and worked effectively under high-pressure client services environments.

•Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.

•Researched and rapidly resolved client conflicts to maintain 100% of key accounts.

•Successfully handled high volume of inbound calls while representing offerings such as Auto loans, Auto

refinance, Credit Cards, Gap protection, Route 66, Debt protection and All types of savings and checking accounts.

•Provided quality service and professional support in a variety of areas of inbound calls including, including financial statements, credit card processing or related inquiries.

•Resolved conflicts and negotiated mutually beneficial agreements between Merchants and Cardholders.

•Investigated and problem solved possible fraudulent behavior.

•Thoroughly and efficiently gathered customer information, access, and fulfilled customer needs, educated the customer where applicable to prevent the need for future contacts while documenting interactions through contact tracking.

•Resolved credit card disputes, improved operations, and provided exceptional client support.

•Received and responded to client service inquiries via mail, fax, and email.

•Used computerized system for tracking information, gathering, and/or troubleshooting.

•Advised over 50 merchants per day on how to respond to their credit card disputes by cardholders within specified time frames.

•Continuously evaluated and identified opportunities to drive process improvements that positively impacted the overall customer experience.

•Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.