Emmah Mamoya Mthembu

• Licensed in 50 states, I Provide excellent customer service for members as licensed insurance representative for USSA
• Answered 50 inbound calls on average and service members policies
• Provide world class customer service and rapport with members
• Issue and bind auto and property policies in 50 states
• Rebased policies for military members who move from state to state
• Make adjustments to policies
• Technical troubleshooting for member's online account
• Assist members with billing concerns and process premium payments
• Follow up with members who have tickets and escalations
• De-escalate displeased members while remaining calm and empathetic
• Maintained a 96% average for compliance, accuracy and reliability.
• stayed up to date with required continued education and lms courses.

Researched, analyzed and investigated customer activity for potential AML-related suspicious activity.

Detected suspicious trends and activity my monitoring transactions through various Systems/applications.

Performed, enhanced due diligence on high risk individual and businesses using available resources.

Understanding and applying procedures, including procedural throughout the engagement' into the investigation outputs.

Articulating findings into a clear, concise manner that considers the client's risk appetite.

Drafting suspicious activity reports "(SAR's) to be filed to FinCEN by clients, where necessary

meeting production targets and quality standards

Maintaining strong level of independence and organizational and time engagement

Updated client data, conducted regulatory checks for accounts, and worked with multiple downstream teams to ensure regulatory requirements were satisfied.

Communicated completion status with client relationship management team and leadership

• Provided an elevated customer experience to maintain satisfied vendors
• Answered insurance questions with up-to-date knowledge of company policies and
• Procedures
• Answered an average of35 calls per day by addressing vendor inquiries and resolving issues
• Developed reputation as an efficient customer service representative
• Scored an average of 96% for Quality Monitoring on calls
• Ensured superior customer experience by addressing customer concerns,
• Demonstrating empathy and resolving problems in a timely manner
• Made outbound courtesy calls to vendors making them aware of outstanding documents required to make their accounts compliant
• Recipient of positive reviews acknowledging dedication to excellent customer service
• Directed calls to appropriate individuals and departments
• Addressed and resolved customer complaints empathetically and Professionally
• Accurately documented, researched and resolved customer service issues
• Mastery of customer service management systems and databases
• Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
• Met and exceeded service and quality standards every review period.

• Answered student questions concerning refund disbursement
• Provided debit card services including reporting cards lost and unlocking cards
• Explained terms and card fees
• Processed card payments
• Assisted with students online accounts access
• Created tickets and researched solutions
• Properly transferred calls to various departments