Nia Betts-Gardner

• Fixed identified issues to increase productivity and boost workflows.
• Mentored and coached team members on QA topics and strategies.
• Provide reports of current MTD numbers and identifying outliers.
• Reviewing calls to make sure they are up to company standards.

• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Educated employees on specific QA standards and confirmed maintenance of standards.
• Monitored product standards and quality-control programs.
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• Manage a daily work load of 28 evaluations.
• Listen to inbound/ outbound calls and find where improvements can be made.
• Read Text messages and find where improvements can be made.
• Reported problems and concerns to management.
• Provide feedback such as opportunities and highlights.

• Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
• Answering Incoming calls regarding billing issues and general concerns
• Interacting with customers to answer questions and submit request.
• Taking payments over the phone payments
• Maintaining quality assurance
• Investigating problems and finding solution for customer
• Actively listen to customers request and confirming full understanding before addressing

• Negotiated to collect balance in full.
• Achieved performance goals on consistent basis.
• Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
• Processed payments and contracts on accounts.
• Helped clients plan payoff plans for various types of loans, including commercial, home equity, mixed use and multi-family.
• Processed payments and applied to customer balances.

Confirming fraudulent checks

Processing letters and sending them to customer

Redepositing check back into account once verified

Review ATM check deposits

Correcting accounts and making adjustments

• Help members process deposits and withdrawals.
• Cross selling
• Applying for loans as well as processing and closing
• Determined a customers needs and work to accommodate them
• Built client rapport to ensure consistent satisfaction and loyalty
• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
• Help training and mentoring new hires
• Working with Loan Servicing department to prepare proper paper work for auto loans, and personal loans,
• Uploading required paperwork necessary for loans.

• Managed up to 10 calls per hour
• Determine Members needs
• Process payments
• Answer in-bound calls
• Manage sales goals
• Maintained up-to-date knowledge of product and service changes.
• Addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Consulted with outside parties to resolve discrepancies and create effective solutions.

• Train new Hires
• Deposit funds into and account
• Transfer funds from one account to another
• Make the schedule for the tellers
• Answering in-bound calls
• Handle member escalations
• Being Responsible for catching fraudulent checks and transactions