Kara Hernandez Email & Phone Number

Hillsboro, Or, Us

• Collaborate with vendors, sub-contractors, customers, and sales team members• Oversee multiple projects at a time to ensure project deadlines and quality standards are met• Coordinate office supply orders and vendor management• Process deposits and final payments for projects assigned• Serve as the initial point of contact for all visitors• Provide general clerical and administrative support

Build relationships with hiring managers; to connect regarding hiring needs and recruiting strategiesManage relations between the HR Department and General Managers of branchesProvide initial phone screening with candidates to set proper expectations about each roleWork in a team-based environment to support hiring managers in reaching goals and hiring priorities

Support internal and external customers with inquiries and complaints regarding financial products and servicesSeek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions onlinePerform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standardsReceive direction from supervisors, and escalate non-routine client concerns to more experienced individualsInteract with internal and external customers to respond to the raised concerns, as well as determine appropriate course of actionServe as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

United States

Monitor and evaluate the quality of inbound or outbound customer callsDocument quality issues and performance measures for management reviewOversee a group of service monitorsProvide information and assists in the feedback and formal education process of other staffWork closely with both internal and external customers to meet their service needsAct as a subject matter expertiseProvide information and assist in the feedback and education to staff

United States

Support Account Resolution functional area as an experienced Account Resolution Specialist by utilizing advanced knowledge of company products, services, policies, procedures, account resolution systems, and apply this knowledge when communicating with delinquent customersSeek ways to improve quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balancesPerform moderately complex customer support tasks when evaluating customers situation to provide relevant solutionsRefer more complex issues to a more experienced Account Resolution SpecialistReceive direction from supervisors, and escalate non-routine questions to more experienced Account Resolution individualsInteract with immediate team and Account Resolution functional area on wider range of information, as well as internal and external customers*Life Events Internship 1 YearMake manual outbound calls to customs going through extreme difficultyWork open and closed accountsSecure customer’s confidence by providing friendly and efficient serviceEducated customers on account requirementsUsed tailored acknowledgements to ease customer concerns*Agency Fee Credit Remediation Project 6 MonthsCreate Spreadsheet’s for team members to skip traceTracked daily production for skip tracingsReissue checks to skip traced accounts using 10FC check issue systemHandled inbound calls from customers concerning questions to the refunds or credits to their accountsMonitored the inbound dialer to ensure coverageSkip traced accounts for new address on returned mail using Innovis, White Pages and Hogan

United States

Support customer engagement by processing teller transactions, sharing digital solutions, and making appropriate introductions to bankersComplete operational activities while minimizing risks under established policiesPerform routine transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organizationReceive direction from managers and exercise judgment within defined policies and proceduresEscalate questions and issues to more experienced rolesInteract with customers and individuals to demonstrate care, build relationships, and complete requested transactionsIdentify information and services to meet customers financial needs