Michele Cohen Email & Phone Number

Ewing, New Jersey, United States

• Research and resolve customer service issues which require in-depth analysis and assessment. Provide detailed professional written response to the customer upon resolution. This includes borrower verification and mortgage-related questions involving Escrow, Taxes, Insurance, Payments, Interest, Billing, Drafting, Loan Modifications, website and account updates.• Meet and maintain requirements for compliance standards, quality and productivity.

Ewing, New Jersey, United States

• Assessed operational fitness of vendors to perform contracted services through due diligence reviews. Conducted risk assessment reviews in accordance with regulatory standards and company policies. • Performed ongoing monitoring of vendor contractual obligations and overall performance through reporting; generated and reviewed vendor KPI reports to ensure adherence to contractual, client, and regulatory guidelines.• Communicated frequently with vendors and associated business units at managerial level - Directors, Vice Presidents, and Senior Vice Presidents; Coordinated on-site business reviews and performance calls between vendors and business units.• Escalated performance issues and risk findings to upper management and related business units.

Trenton, New Jersey, United States

• Managed pharmaceutical and other client programs through implementation, testing, and continued maintenance, including revisions to fulfillment programs such as: direct to consumer, direct to physician, rebate co-pay programs, sales and marketing campaigns, inbound and outbound call agent scripts.• Prepared weekly and monthly reporting by client program.• Attended weekly team meetings and coordinated client conference calls to keep projects on track.• Updated documentation and maintained version control for fulfillment programs and operating procedures for Client Services.