Priscilla Chen Email & Phone Number

INCREASING OPERATIONAL EFFICIENCIES AND BUILDING A BETTER CUSTOMER EXPERIENCEOne of the key issues we were facing was the need to improve operational policies and procedures to support our customer and company growth, while continuing to deliver quality customer experience. I partnered with Risk and Compliance to ensure operational changes fall within risk.

• Exceeded KPI goals in every quarter of 2018 by improving policies and process and leveraging new products
• Collaborated cross-functionally with technical and operational teams to identify bugs and prioritize fixes and enhancements in preparation for full launch of various products
• Developed learning content, presentations, and functioned as Subject Matter Expert to prepare operational teams for full implementation of new products and procedures, audits, and automation projects

• Managed 120+ loan applications at any given time while maintaining high QA scores
• Evaluated a variety of financial documents with high attention to detail
• Performed phone verifications, employment verifications, and courtesy calls to mitigate fraud and ensure customer credit worthiness
• Mentored new Credit Specialists in various responsibilities with on-the-job training, one-on-ones, and quality control

• Serviced 80-100 current and prospective clients per day in review of loan applications, process and schedule transactions, and explain documentation requirements
• Resolved various customer grievances using problem solving skills
• Efficiently used various software and applications in a demanding environment while consistently providing exceptional customer service
• Performed credit-related responsibilities, including document review, phone verification, and employment… Show more
• Performed credit-related responsibilities, including document review, phone verification, and employment verification
• On-boarded new hires in processes and procedures for Member Support and Customer Development Show less