Latrice Hines
CHICAGO
Summary
Customer Care and Financial Services professional with 9+ years of experience supporting clients, managing complex accounts, and improving operational efficiency within fast-paced corporate environments. Proven ability to resolve high-impact issues, leverage CRM systems (Salesforce), and collaborate cross-functionally to improve customer satisfaction, retention, and process performance.
Overview
11
11
years of professional experience
Work History
Billing Specialist
Czarnowski
Chicago
01.2024 - Current
- Collaborate with internal teams to support budgeting, forecasting, and financial tracking.
- Analyze financial data to improve planning accuracy and operational decision-making.
- Processed customer invoices accurately using billing software systems.
- Answered customer inquiries regarding billings, payments, account status.
- Investigated incorrect billings and processed refunds as necessary.
- Managed all payments processing, invoicing and collections tasks.
- Accurately input procedure codes, diagnosis codes and customer information into billing software to generate up-to-date invoices.
- Adjusts processes as needed to meet standards
- Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
SENIOR LOAN ADVOCATE
OppFi
Chicago
05.2017 - 06.2023
- Led loan advocacy initiatives, streamlining processes and enhancing client satisfaction. Resolved complex financial issues, driving substantial improvements in loan approval rates.
- Analyzed loan applications, identifying key risk factors and opportunities. Developed data-driven strategies to optimize loan portfolio performance and minimize defaults.
- Pioneered new loan advocacy techniques, revolutionizing client communication. Implemented creative solutions to address challenging financial situations, boosting client retention.
- Maintain emails, chats, inbound calls, and outbound calls for customer loan questions, as well as provide billing assistance.
CUSTOMER SERVICE REPRESENTATIVE
AvantCredit
Chicago
01.2015 - 04.2017
- Managed high-volume customer inquiries, resolving issues efficiently. Implemented new process that reduced response time, improving customer satisfaction rates.
- Proposed and piloted a chat support system, enhancing customer engagement. Adapted quickly to evolving company policies and product offerings.
- Provided empathetic support to customers facing financial challenges. Guided clients through loan application processes, improving approval rates.
- Streamlined customer inquiry process, significantly reducing response times and boosting satisfaction rates. Pioneered chat support system for enhanced engagement.
- Spearheaded implementation of new customer service technologies, revolutionizing support efficiency. Consistently adapted to evolving policies and product offerings.
- Provided empathetic guidance to clients facing financial challenges, improving loan approval rates through personalized assistance and clear communication.
Education
ASSOCIATE - GENERAL STUDIES
City Colleges of Chicago-Richard J Daley College
Chicago05.2012
HIGH SCHOOL DIPLOMA -
Seton Academy
South Holland, IL05.2006
Skills
- Customer success and client retention
- Salesforce CRM
- Financial services support
- Process improvement
- Cross-functional
- Confidentiality and compliance
Timeline
Billing Specialist
Czarnowski
01.2024 - Current
SENIOR LOAN ADVOCATE
OppFi
05.2017 - 06.2023
CUSTOMER SERVICE REPRESENTATIVE
AvantCredit
01.2015 - 04.2017
ASSOCIATE - GENERAL STUDIES
City Colleges of Chicago-Richard J Daley College
HIGH SCHOOL DIPLOMA -
Seton Academy