Jeffry Smith Email & Phone Number

San Antonio, Texas, United States

San Antonio, Texas Area

• Manage and distribute a workload of 8,000-10,000 research requests; worked within a 2-day SLA
• Provide client support by handling escalations and time sensitive requests
• Determine root cause for errors and verify if a control is in place to prevent the issue from reoccurring
• Request specific reporting to assist the team and client to improve processes or programs
• Implement change to improve processes and increase production
• Develop processes and procedures for the client service team

San Antonio, Texas Area

• Train classes of customer service representatives in escrow
• Develop processes and procedures for the customer service team
• Role Playing exercises with our offshore team to help build a solid customer service experience
• Provide coaching and employee development
• Research and respond to voice of the customer inquiries
• Approve timecards

• Provide world-class service and support to SWBC’s financial institution clients while helping them with our systems, processes, and customer/member issues
• Analyze and verify insurance coverage to ensure Financial Institution's assets are adequately protected
• Execute effective communication with financial institutions and insurance agents in order to provide resolution to customer problems
• Issue Escrow payments for client's customers.
• Handle escalated situations with clients and their customers
• Earned Top Performer among peers award for superior service quality, adherence to company policy, and work production

San Antonio, Texas Area

• Conducted extended research to resolve customer’s issues
• Researched, reviewed and updated insurance data
• Ensure customer satisfaction by exceeding quality expectations
• Processed payments to insurance companies to ensure the client’s collateral is protected
• Outbound calls to acquire insurance information

Generate sales reports detailing gross sales and estimated profitManage and maintain labor percentage to under 20% of salesTrack Inventory for weekly operationsHandle Customer/Supplier ConcernsManage and supervise staff