•Provided support to leadership and sales on Employee Retention Credit (ERC) and other projects.•Educated customers on ERC including eligibility and documentation requirements.•Successfully managed the onboarding process for ERC clients including businesses owners, CEOs, Presidents, and other business professionals. •Developed systematic approach to documentation review and client follow-up, improving overall efficiency and ensuring a white glove client experience.•Assisted clients with supporting documents through connecting with payroll companies, banks, and team members within the client’s organization. •Accessed and generated clients’ payroll information and other Tax required documents.•Created comprehensive external user guides and internal training materials which reduced client onboarding times and increased accuracy. •Improved client satisfaction by providing timely and effective technical troubleshooting, customer support, and consistent follow up. •Reviewed sensitive and confidential documentation for accuracy and communicated discrepancies to clients. •Acted as a liaison between senior analysts and clients to ensure the appropriate documentation and reports were available and provided.•Communicated client concerns and technical interruptions to CEO, COO, DO, and developers. •Managed Tax Authorization Forms, ensuring SOS accuracy and IRS compliance. •Utilized Intercom and HubSpot to assist clients with onboarding and troubleshooting.•Initiated virtual meetings to perform registration walk throughs, troubleshoot technical interruptions, and confirm accurate application set up. •Verified client identity and business entity through Persona, appropriate SOS research, and other internal resources. •Communicated missing Tax Authorizations, incomplete onboarding or software service registration, and other required identifying factors. •Created email templates, online chat responses, and verbiage for approved client communication and automation.

Respond to internet vehicle inquiries with courtesy, accuracy, and professionalism.• Actively follow up with customers through out the conversion and sales process.• Consistently deliver excellent oral and written communication skills through professional phone and email interaction with customers, managers, and peers.• Support sales consultants in the sales process by effectively setting quality appointments and presenting customers with accurate knowledge of vehicle and inventory information.• Promptly and accurately enter customer data into the CRM.• Convert phone inquiries into appointments by displaying excellent phone skills and quick sales strategies.• Conduct phone interviews with customers to assess their vehicle needs, requirements, and preferences in order to make the proper vehicle recommendation.• Effectively utilize lead management tools.• Maintain security and confidentiality of customer profile information.• Ensure customers receive the highest satisfactory customer and sales experience.• Consistently exhibit vehicle knowledge and sales expertise.• Act as a liaison between customers and sales managers, business managers, and accounting office.

Oversee, coach, and develop store team members.• Manage overall store performance by tracking and meeting company performance standards.• Sell loan products, identify local marketing strategies, leveraging business to business partnership opportunities, obtain referrals and host and participate in community events.• Work efficiently in a rapidly changing and fast paced environment.• Utilize strong interpersonal skills to communicate and interact with customers and team members at all levels.

Assist in the supervision, hiring, and training of 10 consumer loan branch offices and over 20 employees.• Evaluate branch loan applications and loan decisions based on company standards.• Analyze profit and loss for each branch monthly, quarterly, and yearly.• Compile profit and loss reports that are used to create strategic plans for each branch to increase profits and decrease losses.• Identify branch/district marketing needs.• Create strategies for enhancing customer retention and boost sales.• Initiate interactive meetings with individual branches that include sales techniques, collection activity, application development, policy and regulation compliance as well as customer relations.• Conduct branch reviews and audits to ensure compliance with federal and state regulations as well as company policy.• Effectively monitor branch ledgers, cash drawers and bank account information.• Consistently follow up with each branch regarding monthly and quarterly goals.• Assist branches in goal setting, goal calculating, and month to month goal evaluation.• Motivate branch employees for success.• Congratulate employees on improvements and accomplishments.• Create incentives and contests between branches and branch employees that correspond with quarterly goals.• Liaison between Home Office/State Supervisor and branch managers.

COUNTRY Financial® serves about a million households and businesses throughout the United States. It offers a wide range of insurance and financial products and services including but not limited to auto, home, life, disability income, farm and long term care insurance and fixed annuities. To learn more, visit www.countryfinancial.com.Property / Casualty policies issued by COUNTRY Mutual Insurance Company®, COUNTRY Casualty Insurance Company® or COUNTRY Preferred Insurance Company®, Bloomington, IL. Life/Disability Income/Long Term Care policies issued by COUNTRY Life Insurance Company® or COUNTRY Investors Life Assurance Company®, Bloomington, IL. Annuities issued by COUNTRY Investors Life Assurance Company®, Bloomington, IL. Availability and amount of coverages and discounts vary by state. Information contained here is not a statement of coverage. For more information view our full terms and conditions: http://www.countryfinancial.com/SiteController?url=/staticNav/termsAndConditions

Studied advanced strategies and practices of the Entertainment and Business industries.Learned specific skills of business and management needed for success. Curriculum highlights: Product and Project Management, Digital Marketing, and Contract Negotiation.

Review loan applications for approval. Supervise staff in completing and verifying loan applicants' information. Solicit current and prospective clients for additional and new business. Supervise collection activity on delinquent accounts. Conduct file reviews for company, state and federal compliance and regulation. Create weekly and monthly action plans that successfully assist the office in reaching monthly company goals. Establish local marketing plans to promote community awareness of Sun Loan services.