• Review team members’ work to ensure compliance with current policies and procedures.• Monitor trends in the industry to identify potential risks and recommend corrective actions through coaching.• De-escalate situations with cardholders effectively and in accordance with company policies.• Retain existing cardholders by providing excellent customer service and addressing their needs promptly and professionally.• Exceeds metrics/KPI’s for efficiency and quality.

• Recognized for high quality and proficiency• Ability to reconcile Ch13 payment histories• Assisted in the creation and implementation of learning modules for training and development• Subject Matter Expert on Motion for Relief Bankruptcy• Recognized for attention to detail and selected to lead a high priority special project- Trouble Shoot Excel program to enhance audit process

• Facilitate weekly Root Cause Analysis• Audit/ report RAD’s, Grievances, Risk Reports within EPIC and RL Solutions• LEAN Experience• Subject Matter Expert for RL Solutions• Provide success models to any delinquent employee out of compliance• Collaborate on the Quality Improvement Committee • Committee lead for leadership and improvement

• 100% on monthly quality reviews• Certified on the job trainer: Trained, coached and mentored fellow team members• Lead Sponsor for the Training and Development Team • Facilitated and executed projects allowing the company to save over $10,000 • Committee member for quality and enhancement