Drives Leadership, Engagement, Growth and Safety strategy to leadership and associatesFocuses on engaged leadership to reduce turnover and creating raving fansManages site supervisors to ensure customer expectations and agreed upon KPIs are metOnboards and ensures new associates feel welcomed in their first week and receive adequate trainingHires, trains, develops, and appraises staff effectivelyTakes corrective action as necessary on a timely basis and in accordance with company policyConsults with human resources as appropriateAdvises Account Manager on labor issues including safety, security, employee relations, scheduling, training, grievances, etc.Ensures supervisors are adhering to company policy and administering practices in fair and equitable mannerEnsures standards for service quality, equipment, and performance are maintained and cost-effective resources are used to maximize service standardsEnsures fixed assets are preservedInitiates recommendations on purchases of new equipment and improvements to scope of work

Answer incoming phone calls from prospective members, identify the type of assistance and information the customer needs with the goal to convert caller to a qualified lead and saleFollow up with members on questions or to review current or new products and servicesNavigate multiple computer systems to document member information while maintaining active listening and engagement with memberDemonstrate knowledge of the product portfolio by addressing needs of members, explaining the differences between products, and assisting selection of product to best meet their needsAssist in completion of the enrollment application over the phone, staying consistent with product requirements and enrollment guidelinesMeet the goals established for the position in the areas of performance, attendance and consumer experienceMeet and maintain requirements for agent licensure, appointments, and annual product certification

Handle low to medium complexity claims.Determine policy status and coverage.Make timely contact with customers and follow up to resolve claims.Update the ongoing claim status in the claims software.Issue prompt payments for repairable and total loss claims.Effectively communicate claim details and explain complex situations to customers, claimants and repair facilities.Provide exceptional customer service.Collaborate with co-workers for accurate claim handling.

Provide direct guidance, leadership and support to the Remote Post Closing Shipping Team.Responsibilities include coaching, mentoring and training the Remote Post Closing Shipping Team.Monitored pipeline in Encompass to ensure the quality and timelines of work and productivity were met.Proactively managed issues, escalaing to upper management as needed.Reviewed and evaluated mortgage loan documents recieved by Team for accuracy, acceptability and resolve any discrpancies prior to delivery to pre-selected investors.Responsible for managing PTO requests and time card approvals according to attendance guidelines.Develop relationships with other leaders and staff to promote an inclusive and positive environment.

Create borrowers purchace packages and upload the file electronically into investors websites.Release notes to the investor from warehouse banks when available.Transfer MIN's to correct investors for specific borrower's loans.Complete UCD files for Freddie Mac and Fannie Mae requirements.Assist Remote Shipping Team members with department procedures and Encompass system.Work with other departments within Keller Mortgage to ensure the mortgage process is complete from a Post Closing standpoint.Work with external client (warehouse and investor contacts) to resolve any potential issues that may delay the mortgage process cycle.

Handle insurance claims filed by policyholders in a highly secure call center environment.Evaluate and investigate policy coverage, liability and damages in a timely manner following a set of general claims and statutory guidelines.Analyze information gathered by investigation and report findings and recommendations.Maintain claim files, such as records of settled claims and an inventory of claims requiring detailed analysis.Plan and schedule work needed to process and investigate claims.

Coordinates all operational activities managing the statement, remittance, and invoicing process for all 3rd party global clients.Provide functional and administrative direction to 7 employees in both the US and overseas to produce accurate timely invoices and remittances to our diverse client base.Manage best practices in a fast changing, error-free environment while facilitating new accounting software and techniques implementation.Maintain and update client specific procedures and training cascading to team as needed.Manage client and business unit inquires timely and thoroughly and escalate issues as necessary.Work hand and hand with industry leaders at all levels of management internally and externally with blue chip global brand clients to ensure client needs are met or exceeded on regular basis.

Maintained several client liaison relationships with blue chip global clients Managed internal concerns that could potentially impair a client relationships by tracking and communicating concerns through to a resolution satisfactory to both internal and external clients.Managed several areas while working closely with all levels of management to achieve a Zero-Defect environment.Created new policies and procedures upon client requests.Establish and maintained relationships between iQor and client to ensure high quality service and customer satisfactionResolved any client concerns to a resolution by involving all areas and determining what the root cause and resolving the situation.Coordinates all operational activities when a client requested an onsite or external audit. As the point of contact for the audits my role included gathering information and documentation by the required due dates.

Responsible for “One Call Resolution” customer service – Handle all customer concerns and/or issues in one call the customer would not have to call back for the same issue in the future.Verbally walked customers through devise related issues while navigating intranet for problem solving info.Reviewed customer calling and data plan suggesting best options for customer usage.Maintained courteous and professional communication with customer on the phone and in writing via email and letters.Received overall highest accumulated score during initial 12-week training course after hire.

Managed a team to post approximately 15,000+ payment transactions per month within internal and external client requirements. Trained/coached, disciplined, research/follow-up and boosted the moral of nine direct reports. Lead the Payment Processing Department to pass two major client audits and supported an internal client to record the highest audit score possible of a 1 with 5 being the lowest.As Customer Service Representative. I was promoted to Team Lead in less than one year. Three months after the Team Lead promotion I was promoted to Supervisor of Payment Processing.

Promoted to Team Lead of the Consumer Relations Department after 2.5 years as a CSR.Assisted the manager in delegating work to 11 employees and overseeing accurate completion of all assignments.Handled difficult and escalated consumer phone calls and walk-in complaints. Obtained significant knowledge of consumer credit reporting laws and informed consumers of their rights in person and over the phone.