Lesly Martinez Email & Phone Number

Mesa, Arizona, United States

Responsible for working with auto loan customer through various communication channels, who are experiencing long-term hardship due to life circumstances, illness, bereavement, or other unforeseen circumstances.Based on past actions and future needs of the customer I take consultative approach in assisting them with personalize solutions to assist with their current auto loan. I balance active listening, have empathy for our customers most in need of assistance to find a solution of restructuring the loan or provide various education resources to help them get back on track to achieve their financial goals. Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalate as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experience throughout life of a loanDevelop and maintain report to monitor account status and identify operational trends and possible deficiencies.Distributes reporting to ensure team members have the information required to operate effectivelyMonitors daily accounts activities and reporting to prevent breach of internal SLA’s and regulatory standardsMonitors reviews and grades team calls to assure the greatest level of professionalism and customer care is Met. Along with all guidelines policy and procedures are followed.

United States

Responsible for working with auto loan customer through various communication channels, who are experiencing long-term hardship due to life circumstances, illness, bereavement, or other unforeseen circumstances.Based on past actions and future needs of the customer I take consultative approach in assisting them with personalize solutions to assist with their current auto loan.I balance active listening, have empathy for our customers most in need of assistance to find a solution of restructuring the loan or provide various education resources to help them get back on track to achieve their financial goals. I Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalate as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experience throughout life of a loanDevelop and maintain report to monitor account status and identify operational trends and possible deficiencies. Distributes reporting to ensure team members have the information required to operate effectively. Monitors daily accounts activities and reporting to prevent breach of internal SLA’s and regulatory standards.Monitors reviews and grades team calls to assure the greatest level of professionalism and customer care is Met. Along withall guidelines policy and procedures are followed.

United States