-Ensure that new and existing product functionality are reliable, defect free and function as intended-Work closely with development and other QA staff to identify and report defects in a detailed and efficient manner-Complete agent chat evaluations on a monthly basis-Analyze data fed through numerous customer communication channels and identify anomalies to improve the customer experience-Demonstrate strong written communication

-Provide the highest level of service by aiding the process of property restoration. -Ensure clients are provided with timely and professional contact throughout course of home repair-Advocate a smooth process by accurately managing schedules of Project Managers/Site Supervisors and facilitating open communication-Coordinate multiple priorities and demonstrate initiative in completing projects -Conduct Quality Check calls to customers in search of feedback and identify opportunities for improvement-Collection Assistance- Collect deductibles, progress payments, and final payments

-Provide leadership, communication, coaching, professional development & skills enhancement to teams (8-15 individuals)handling incoming calls and emails. -Drive results through establishing team goals-Monitor and evaluate customer service inbound calls-Build a successful team with direction, involvement of others and modeling commitment-Deliver high impact verbal and written communication-Analyze reports to determine results and identify needs for change-Ensure compliance w/operational instructions and state regulations -Ensure high level of client/customer satisfaction, client relations & quality standard -Coordinate multiple priorities and demonstrate initiative in completing projects -Analyze department performance and proactively identify and implement strategies to improve quality, productivity & profitability -Identify and address training & development needs

Support to team leadHandle escalated callsParticipate as a Mentor Trainer *Train/mentor new employeesInput recommendations for improving procedures and strategies *Testing for Latitude System transition *Development of New Employee training manualMaintain/exceed assigned monthly goals *Included: Dollars collected, contribute to debt/fee maintenance, callsData VerificationMake outbound calls to customers/ take inbound calls from customers while adhering to FDCPA complianceUse of skip tracing tools to locate new customer information (Lexis Nexis)

Support to Team Lead, prioritize daily workAssist in training new employeesInput recommendations/strategies for improving proceduresMiscellaneous tasks assigned by management or supervisorEducate customers of refinance option, follow up customer service calls & emailsClose ACH file at end of day Recognized as top performer

Recovery of defaulted checksFinancial assessmentsReport to manager for effectiveness of policies/collection strategyLegal Recovery (asset investigation, wage garnishment) in accordance with the FDCPA

Securing new members to athletic clubResponsible to the Executive Vice President in membership communications and follow-up for new applicantsCreated objectives for new memberships and retention of current memberships *Required to be self starter, create attainable goals, and project month end performance