Candace E. Email & Phone Number

Portland, Oregon Metropolitan Area

As a Member Service and Solution Manager, I work with members and partner with internal business units to resolve concerns, deliver member feedback, and provide operational recommendations to continually improve the members’ experience. Monitor, resolve, respond to complaints, and create engagement from multiple member feedback channels including but not limited to phone interactions, messaging, chat, social media, and Regulatory Agencies.Utilize records of member interaction including call records, text and voice analytics, system history and remarks, and survey results to provide feedback and recommendations for improvement to the Member Lifecycle journey to key stakeholders and internal partners. Provide support to all business units with developing, executing, and reporting on external surveys.Measure top of funnel brand awareness and brand health through voice of member data activities and use root cause trend analysis to create and implement improvement strategies at various levels of impact.

Manage member feedback and complaint cases within CRM and executive team escalations. Provide support to resolve complaints and determine root cause. Identify key themes from case channel and deliver to management and business units. Drive policy and procedural change. Coach staff and management regarding credit union processes, procedures, and best practices. Manage social media engagement opportunities. Provide support to business units for projects.

Hillsboro, Oregon

Managed requests in relation to mortgage servicing by providing quick and optimal resolution for all member issues and concerns. Reviewed various reports to ensure high quality and compliance. Managed escrow accounts. Ensured all internal policies, procedures, regulatory, investor and MI requirements were adhered to. Tested new systems and updates.

Assisted members with account inquiries, financial requests, and loan processing. Provided support for Online Banking and Bill Pay inquiries. Trained new representatives on procedures, processes, and job functionality. Maintained up to date knowledge of all credit union products and services.

Beaverton, Oregon

Assisted members with account inquiries, financial requests, and loan processing. Provided support for Online Banking and Bill Pay inquiries. Trained new representatives on procedures, processes, and job functionality. Maintained up to date knowledge of all credit union products and services.

Social Science

Associates Of Oregon Transfer Degree, Business Administration And Management, General

Bachelor'S Degree, Liberal Arts And Sciences/Liberal Studies

Florence, Italy