Katina Jaynes

- Review calls concerning DDR, APR and CQS daily, weekly, and monthly. Coach agents to calls with formal and in the moment coachings.
- Review VOC surveys to coach agents with areas of opportunity.
- Coach New Hire Collection Agents with the intent to help mold them into successful collectors.
- Review performance dashboards to assist with coaching/celebration on a daily, weekly, and monthly basis.
- Live Call Monitoring/Side-By-Side Review as additional coaching sessions
- Help with training, developing and providing consistent coaching direction to newly hired and tenured agents.
- Celebrate performance-driven contests and assist in coaching associates to success.
- Join weekly/monthly call calibration sessions to ensure I am aligned with Collections and the Quality scoring process.
- Join weekly calls to review performance and productivity. Also participate in Collection Bulletin calls to ensure I am well-versed on upcoming changes for agents.
- Complete 200 audits per month, ensuring they are completed on-time.

- Assist front line agents with questions or escalated calls
- Assist cardholders with concerns and help them enroll in hardship programs or settlements
- Assist attorneys with setting up settlements for their clients
- Assist with training new CAMS in side-by-side situations

- Maintain up-to-date information on policies and procedures

- Assisting cardholders with billing or payment issues

-Collecting on past due accounts

- Filing disputes and complaints for cardholders

- Meeting and exceeding monthly metrics