Monica Najera
Salt Lake City,Utah
Summary
I am a dedicated worker looking to improve my skills and experience by joining your company, to be a proud team member of a secure and well-established company. I am a hard worker with multiple skills, great character, and outstanding leadership skills. Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, and improving customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Bilingual Relationship Mananger
Select Portfolio Servicing
Salt Lake City, UT
03.2019 - Current
- I take inbound and outbound calls from customers helping them with their mortgage loan
- I help customers make payments to their loan, help customers regarding mortgage assistance helping them upload the necessary documents needed to be reviewed for assistance, help customer get answers regarding their mortgage loans for example questions regarding escrow, maturity date, 1098 form, payment breakdowns.
- Identified needs of customers promptly and efficiently.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Received payment and posted to appropriate customer accounts.
- Processed payments over phone and set up recurring drafts.
- Recorded and updated customer personal accounts with accurate contact information.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Recorded information about customers' financial status and collections status efforts.
- Contacted customers with delinquent accounts to solicit payment.
- Received payments and posted amounts to customer accounts.
- Advised delinquent customers on strategies for debt repayment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked effectively in fast-paced environments.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Worked well in a team setting, providing support and guidance.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Developed strong communication and organizational skills through working on group projects.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Managed time efficiently in order to complete all tasks within deadlines.
- Gained strong leadership skills by managing projects from start to finish.
- Proven ability to learn quickly and adapt to new situations.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Self-motivated, with a strong sense of personal responsibility.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved problems, improved operations and provided exceptional service.
Insurance Specialist
ADP
Salt Lake City, UT
10.2015 - 10.2017
- I took inbound calls from different clients that needed help enrolling into Health Insurance, also took inbound calls from clients that had issues or needed information with their cobra account, opened technical cases when clients had issues with their health insurance.
- Responded to customer inquiries and problems to promote great service.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Researched insurance plans to find good options for clients' needs.
Student Loan Specialist
Discover Financial Services, DFS
Salt Lake City, UT
01.2016 - 02.2017
- I take inbound calls from students inquiring or looking to apply for a student loan
- I help students apply for a student loan for the upcoming school year
- I help them and guide them with electronic signing through their online account as well as giving them next steps to move forward in the loan process
- Also make outbound calls to students to advise them and help them finish their loan application.
- Set up debt payment plans based on client credit, income and assets.
- Conducted credit reviews to determine eligibility for student loans based on established criteria.
- Provided customer service and assistance to student loan borrowers regarding their accounts.
- Informed customers of loan application requirements and deadlines.
- Approved or denied loan applications and explained reasoning behind decisions.
- Received and posted payments to loan accounts.
Customer Sales and Service Expert
Wells Fargo & Company
Salt Lake City, UT
04.2015 - 06.2016
- I took inbound, outbound, and manual calls for customers who needed help with online concerns and help with claims on their debit bank cards on purchases that were not authorized
- Did money transfers from checking to saving accounts I also did sales on new credit cards and set up new accounts home owner insurance any type of loans that best fit the customer.
- Resolved customer issues in an efficient manner while ensuring customer satisfaction.
- Used consultative sales techniques to overcome objectives during sales presentations.
- Engaged customers with interesting, informative presentations to highlight benefits and overcome objections.
- Attended weekly team meetings to discuss new strategies for increasing sales volume.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
Insurance Specialist
C3 Customer Contact Channels
Salt Lake City, UT
09.2014 - 09.2015
- Took inbound and outbound calls for customers that needed insurance for instance, help them apply for an insurance that best fit them and their needs and worked with tax credit.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Reviewed insurance policies to ensure compliance with existing regulations.
- Provided guidance to customers regarding available insurance plans and their benefits and limitations.
- Researched insurance plans to find good options for clients' needs.
Education
High School Diploma -
West High School
06.2014
Skills
- Service Recommendations
- Payment Collection
- Payment Processing
- Problem-Solving
- Caller Assistance
- Customer Support
- Refund Processing
- Document Translation
- Issue Research
Certification
- Tech Moms 9 Week Technology Training Program Certification
Timeline
Senior Bilingual Relationship Mananger
Select Portfolio Servicing
03.2019 - Current
Student Loan Specialist
Discover Financial Services, DFS
01.2016 - 02.2017
Insurance Specialist
ADP
10.2015 - 10.2017
Customer Sales and Service Expert
Wells Fargo & Company
04.2015 - 06.2016
Insurance Specialist
C3 Customer Contact Channels
09.2014 - 09.2015
High School Diploma -
West High School
Similar Profiles
Geovanni VillagomezGeovanni Villagomez
Bilingual Loss Mitigation Supervisor at Select Portfolio Servicing, Inc.Bilingual Loss Mitigation Supervisor at Select Portfolio Servicing, Inc.
John McAllisterJohn McAllister
Call Center Associate at Select Portfolio ServicingCall Center Associate at Select Portfolio Servicing
Monique ChinnMonique Chinn
Customer Care Expert at Select Portfolio ServicingCustomer Care Expert at Select Portfolio Servicing
Sara AdamsSara Adams
Consumer Ombudsman Supervisor at Select Portfolio ServicingConsumer Ombudsman Supervisor at Select Portfolio Servicing
Yaroslav KrasnovskyiYaroslav Krasnovskyi
Dispatch Analyst at Hyperion UTS IncDispatch Analyst at Hyperion UTS Inc