Luis C. Email and Phone Number

Manage resolution of complaints within a given timeframe. Partner with the Complaint Team (Regulatory Compliance) to ensure all operational related complaints are logged and reported on. Provide support and insight to all customer complaints received by the business. Assist the Manager of Complaints with determining and analyzing the cause of customer complaints. Identify training or individual coaching opportunities and work with the Training Team to develop best customer service practices. Help compile monthly reporting for Leadership.

Enhancing the client experience by providing exceptional client service, supporting Branch functions as needed, assisting in safeguarding client assets, and serving as administrative and operational support to Financial Advisors.

Manage resolution of complaints within a given timeframe. Partner with the Complaint Team (Regulatory Compliance) to ensure all operational related complaints are logged and reported on. Provide support and insight to all customer complaints received by the business. Assist the Manager of Complaints with determining and analyzing the cause of customer complaints. Identify training or individual coaching opportunities and work with the Training Team to develop best customer service practices. Help compile monthly reporting for Leadership.

Conducts audits ensuring compliance with performance standards, quality, efficiency, and accuracy to improve the rate of first call resolution. Assist the training department in the training of new hires and existing staff regarding the QA/QC process, proper call handling and maintaining call standards. Provides on-going feedback including formal one-on-one coaching and immediate feedback sessions with customer service staff. Acts as a subject matter expert for all areas handled by the call center. Identifies developing trends impacting the quality of service and/or types of calls, and proactively collaborates with appropriate parties to recommend process enhancements or solutions. Reports statistical data on performance results and provides support to Leadership in the development of action plans for staff. Conducts calibration sessions with Leadership and the Training Department to ensure auditing consistency and accuracy. Collaborate with call center Supervisors to keep informed of client updates. Collaborate with QA colleagues to improve the overall effectiveness of the QA/QC process. Accurately input statistical data into the QA reporting spreadsheet and assist with monthly compilation of data for client reports. Bilingual QAs: Assist with assessment and evaluation of second language fluency of potential new hires.

Helping develop strategies, policies, and procedures for the customer service department. Working with and testing 3rd party vendors that we may or may not utilize. Maintaining high SLA levels for inbound calls throughout the department. Working with the sales department to provide all necessary information to close incoming leads. Providing accurate reporting information to the sales and customer service managers. Providing customers with quotes for the specific lines of business they are looking for (i.e auto, home, etc)

Closing high quality leads while providing exceptional customer service. Learn, memorize, and apply knowledge of company products, policies, procedures and underwriting requirements. Display analytical ability, prioritizing assignments, multi-tasking and performing under pressure. Taking initiative to drive projects to a full conclusion.

Verifying employment, identity of the applicant, and vehicle collateral value. Calculations of the applicants monthly net value. Mentoring incoming employees on previously stated responsibilities.Manage newly developed secured loan department by helping develop strategies, policies, and procedures for the secured auto loan department. Managed 10 to 15 secured loan specialists at a time, helped train and develop all incoming secured and auto loan specialists. Worked with 3rd party vendors to manage all incoming vehicle titles and lien perfections. Worked with state DMVs to verify and perfect all vehicle liens.

Handling routine financial transactions (deposits, withdrawals, advances, loan payments, merchant transactions, etc.) Informing customers of other products and services that meet their needs. Meeting monthly, quarterly, and yearly quotas.