Susan Ramour

Performed tasks such as processing payments, keeping track of status information for large and complex accounts. Effectively communicates with customers via phone, email, or mail regarding delinquent accounts while following established communication templates. Advised junior support analyst team members. Thoroughly document all customer interactions and account resolutions. Review incoming relationships, compete a thorough triage relationship review, and assigned complex cases to loan officers. Process and monitor information gathered from outside sources including tax liens and suits, bankruptcy, and foreclosure proceedings. Complies with BSA/AML/CFT requirements set by Bank Policy and Procedure.

Assisted clients in identifying and evaluating insurance needs on an individual basis. Prioritized daily tasks and addressed urgent insurance inquiries effectively. Provided exceptional service to clients through in-person interactions, emails, and phone calls. Collected and communicated client information to agency owner. Collaborated with third-party companies to resolve underwriting issues.

Assisted clients in understanding various insurance products. Conducted regular portfolio reviews to ensure client satisfaction. Communicated effectively with clients in person, via email, and over the phone. Supported achievement of monthly sales goals.

Supervised team of 18 collectors in call center environment. Trained and mentored staff to promote positive work culture. Assisted in resolving escalated calls regarding delinquent client credit accounts. Collaborated with executive officers to review daily and monthly collection reports. Negotiated settlement arrangements with clients. Participated in interviewing and selecting new personnel. Supported team in setting and achieving daily and monthly goals. Audited collection calls and notes for compliance. Monitored payment arrangements established by collectors. Oversaw staff time cards and time off requests. Maintained company productivity standards and completed assigned tasks.

Assisted with general administrative tasks. Managed accounts receivables and payables. Communicated with clients in a professional manner both in person and over the phone.