Manage merchant portfolios for business execs and process other requests as needed Monitor and resolve merchant complaints as it relates to contracts, rates, equipment and business products Up-sale business products to established merchants when gaps and opportunities are identified Provide quality assurance for compliance and complaints, inquiries and disputes Analyze quality for multi-client system Train, coach and develop new hires and existing agents Monitor & screen incoming calls in a call center environment Use Excel to monitor, track and share agent call performance Plan schedule and conduct quality-based focus groups and calibration sessions both, internally and atvendor sites Administer continuous training updates as needed and based on client and agent feedback Process mailed payments for large wholesale and resale clients Monitor & screen batched deposits for EOD batch control Update and create deposits for client EOD totals Participate in continuous Retention and Skill Building Management trainings Present, calibrate and host client onboarding activities and tours Investigate and resolve collection compliance requests

 Trained OTJ staff for customer and technical support duties Resolved and de-escalated supervisor calls Debriefed and coached new agents

 Packaged renewal insurance contracts to Doctors Explained program enhancements Processed and verified contract renewals by phone