Janice Benitez Email and Phone Number

Provides support for the company customers by investigating, troubleshooting and resolving cases across multiple channels (voice, email, social and/or chat). Manage, prioritize and respond to Tier 2 and/or 3 issues, inquiries and escalations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Participate in and on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams. Document updates and changes to new and existing processes, training decks and flowcharts. Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities. Train and mentor support analysts and vendor agent teams in onshore and offshore locations. Utilize an in-depth understanding of metrics in order to analyze and report on trends, issues, and bugs. Provide insights, suggestions and feedback to manager leads.

Communicate with our customers through inbound calls, live chat, and email Answer customer questions and provide information to resolve any issues, Identify and assess customer needs to achieve client satisfaction. Escalation Management of customer issues, document customer’s concern as reference

Review and analyzes data to evaluate car loan request in order to approve or reject applications, conducts backgrounds investigation thru personal, employment and bank verification. Obtain and compile copies of client's credit histories and other financial information, assessing credit worthiness of clients to minimize bad debt risk and maximize account receivable collection. Appraise unit value for use and refinance cars. Prepare Credit Evaluation report.

Reviews/analyzes credit data to evaluate consumer loan requests in order to approve or reject applications. Minimize bad debt risk and maximize account receivable collection. Responsible to compose, amend construct of new credit memorandum and policies for fast and efficient process flow of loan approval. Assessing credit worthiness of clients. Staying informed about the legal, compliance and market-risk-related issues involved in the approval of credit. Prepares report of approved, rejected and pending applications to serve as reference of daily and monthly production. To study or analyses the reason of delinquency. Prepares report & present recommendations.