Rosalinda Montoya Martinez

Family Service Counselor

Accountable for serving client families by making at need cemetery arrangements, and selling pre-need arrangements. The Family Service Counselor serves families by providing exemplary personalized service and plays an essential role in generating revenue for the cemetery as well as acting as the primary contact for families.

JOB RESPONSIBILITIES

Lead Generation

• Holds self-accountable for prospecting a minimum of 1-2 hours each day
• Obtains referrals from families served by the location
• Networks and builds community and civic relationships
• Explains and presents presentations to families served and referred families
• Maintains and tracks activity levels to ensure productivity

Build Relationships with Families

• Responds to client inquiries in a timely, respectful, sensitive and professional manner
• Connects with families through listening, honest communication and genuine concern
• Develops an understanding of each family’s unique needs and offers solutions that provide value to them
• Stays in touch with families to ensure satisfaction
• Prepares for all appointments and performs all procedures with professionalism and attention to detail
• Follows through on all customer problems and requests
• Builds trust-based relationships to earn the right to ask for referrals
• Earns the right to gain referrals to offer protection to protect family members, and the family’s relatives and friends, by educating them on the benefits of pre-planning.

• Reduced turnaround time for loan approvals by efficiently managing workload and prioritizing tasks.
• Enhanced customer satisfaction levels with clear communication and timely follow-ups on loan applications.
• Consistently met or exceeded monthly sales targets, contributing significantly to the department''s success.
• Resolved complex issues related to existing loans, effectively retaining clients while addressing concerns promptly.
• Provided tailored loan solutions that best fit clients'' needs, leading to higher client retention rates.
• Proactively identified potential delinquent accounts, implementing early intervention strategies to mitigate risk exposure for the company.
• Improved loan application processing by streamlining documentation and verification procedures.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Resolved customer problems and complaints.
• Handled cash transactions and maintained sales and payments records accurately.
• Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
• Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
• Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.

• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
• Provided excellent customer service to create positive experiences and build patient trust.
• Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
• Maintained a clean and welcoming reception area for patients, contributing to a positive dental visit experience.
• Handled sensitive situations professionally such as discussing treatment costs or past-due account balances with patients to ensure a satisfactory resolution.
• Helped patients complete necessary medical forms and documentation.
• Greeted visitors and patients to determine needs, check appointments, and direct accordingly.