Avp
Contracted as the Fiscal Transfer Agent for the Small Business Administration, manage a diverse team of 17representatives dedicated to client service of Lenders/ Investors participating in the SBA 7(a) loan program.* Team responsible for processing 36,000+ client inquiries received via call center and electronically annually,adhering to SLA's established by client.* On a monthly basis, consistently exceed SLA requirements at 99% or greater (95% established rate)* Currently participating in UAT for the newly launched SBAOne Loan Origination platform.* Successfully absorbed a 12% increase in inquiries without adding additional staff with aggressive training,increased responsibilities and creative scheduling.* Positioned stronger client service reps as work flow specialists to respond to inquiries immediately to betterserve clients, while at the same time assign more in depth inquires to other members for research.* Instituted aggressive cross-training programs that enabled all representatives to work with more fluidity withinthe team, service both unsold loan and sold loan clients seamlessly and with more efficiency and increasedresponsibilities and accountability among the staff which has led to a more motivated work environment.* Established higher client service standards and goals for call center representatives aimed at decreasingabandoned calls, increasing availability during peak times.* Established improved communication relationships with Cash Processing, Pooling, Payoff, Settlements andReconciliation Departments.* Participated in systems and facility conversion from JPM Chase to BNY Mellon.* Compilation of statistics measuring volume, type and resolved inquiries from clients that is furnished to theSBA on a monthly basis
