• Evaluated, underwrote and contracted retail loan applications under approved fraud, loan processing policies for credit approval and facilitated the creation in the system of the correct loan promotion and loan documents for execution•Provided perfect client experience (PCE) to approved dealers necessary to build and maintain lending relationships within the risk guidelines of Sheffield and TRUIST• Assisted dealers in all aspects of financing procedures, policies and options•Made sure all personal and dealer information was logged onto the system correctly and accurately with a high attention to detailField and serviced dealer/customer client questions relating to underwriting, operational or procedural details including promotional offerings, policies, incentives, lien perfection and other general information• Assisted management and other departments, on an as needed basis, with periodic operational, clerical, regulatory and customer service initiatives which do not violate separation of duties principles• Assisted in managing fraud and mitigating Bank Secrecy Act/Anti-Money Laundering (BSA/AML) risk by following approved policies• Followed underwriting and scorecard processes to include properly documenting accounts, using the correct mitigating factors when adjudicating credit• Correctly calculated long-term value (LTV) and advance rates under OEM approved guidelines

➤ Provided client service while working a call center desk, answering phones, providing information or help with general questions or issues from existing or potential clients as well as medical providers and insurance companies.➤ Ensured that calls get to the appropriate person such as those for clients wanting to speak with their legal team to get a status updates or insurance providers calling to get a status updates or who are working to settle claims.➤ Logged calls and created virtual tasks for legal team members if they miss calls, contacted clients for surveys, and supported the screening process to see if callers have a case that qualifies and signed them on with legal documents.➤ Attracted or retained clients by answering service-, company-, or process-related questions, provided information about available services and time frames, and processed more than 90 inbound customer calls per day.➤ Delivered consistently high standards of customer service by handling requests for payments, reconciliations, account maintenance, credit balance refunds, collections, and other queries for premium and high-value customers.➤ Met or exceeded department goals and objectives for quality assurance and customer satisfaction including adhered to all set timelines or deadlines set with a 100% on-time record and a quality rating of more than 97%.➤ Resolved service or product issues by clarifying complaints, determining causes, selecting and explaining best solutions, expediting corrections, processing adjustments, and following up to ensure resolution/customer satisfaction.➤ Negotiated financial arrangements with clients, set up payment plans and settlements, took payments over the phone, noted accounts and ran x-codes, provided basic bookkeeping, and requested documents for cases.

➤ Greeted customers and ascertained what each customer wanted or needed as well as recommended and helped locate or obtain phones or accessories based on customer needs and desires while answering questions about merchandise.➤ Interacted with customers via inbound telephone calls or in person to provide information/assistance, achieving productivity standards and goals while maintaining the highest level of customer service.➤ Drove individual and team sales performance results by proactively implementing sales techniques to meet or exceed store revenue targets for net activations, accessories, data sales, and customer renewals.➤ Managed, trained, and coached staff of 11 on all Cricket Wireless business policies and procedures as well as created sales presentations used to train future employees, enhancing company growth and customer service.➤ Surpassed monthly quota expectations consistently by 65% through daily point of sale wireless activations while processing customer transactions, audited or reconciled daily cash receipts, and calculated total purchases.➤ Developed and maintained relationships with customers through renewals and various up-sell opportunities.➤ Managed customer inquiries for all products or services and ensured timely resolution by analyzing issues, identifying all services/solutions available, ensuring timely resolution of situations, and activating phones with carriers.➤ Attracted or retained customers by answering product and service questions, suggesting information about other products and services, and processing more than 40 inbound customer calls per day.