Nelson Trujillo Email & Phone Number

Needham, Massachusetts, United States

Remote

Atlanta, Georgia, United States

Assist callers with routine loan applications, loan account maintenance, payments, online access, SCRA procedures, other contract inquiries.Provide highest customer care by acting with empathy and enthusiasm while remaining diligent, accurate and compliant in order to achieve one-call resolution and by doing so, deliver the highest level of customer.

Atlanta

• Provide maintenance to Auto loan and lease contracts for top luxury vehicle brands: Porsche, Bentley, Lamborghini and Bugatti.
• Ensure the Premium level of customer service quality that such clientele demands and expects.
• Assist customers providing documentation needed for the completion of essential procedures such as out of state registration, total loss, and non-total loss insurance claims, payoff quotes, personal property tax, lease.
• Provide bilingual assistance with customers and dealer associates for multiple departments within the organization.

Atlanta

• Assisted customers with routine policy information updates as well as payments.
• Assisted Spanish speaking customers with translation of documents forwarded to them by the company, the state, claim adjusters, other carriers, etc.
• Assisted customers with more complex insurance needs such us explanation of coverage, deductibles, Auto Insurance law requirements, Lien holder coverage requirements, underwriting guidelines, quotes, etc.
• Maintained constant communication with underwriters to ensure company compliance, state/federal law compliance as well as product quality and customer satisfaction.
• Appointed by management to assist staff members with escalation calls when and if floor manager not available.

Atlantas, GA

• Delivered exceptional customer service by acting with a “customer comes first” attitude.
• Obtained Georgia Property and Casualty license within first month of internship.
• Assisted licensed staff members with various administrative tasks such as faxing, scanning, filing, and office maintenance.
• Professionally answered and routed a minimum of 50 calls per day using a multi-line telephone system.
• Maintained a calm demeanor during periods of high call volumes to ensure the agency continued to operate to the standards set forth by upper management.