Robin Bailey Email & Phone Number

Daniel Island, SC

· Directly supervises a team of call center agents· Provides and documents performance feedback through side-by-side coaching· Delivering of performance reviews · Manages service levels based on client contract agreements· Participates in the interviewing process and makes hiring recommendations· Improves customer satisfaction and call quality by.

-Place outbound calls on secured and unsecured loans that are in delinquency status.-Handling cash drawers, deferments, adjustments of terms, refinances of loans-Collections on loans from 5 days delinquent to over 120 days delinquent by phone or in person.-Handling communications and reviewing of customer’s accounts and loan options.

· Place outbound calls and accept inbound calls on accounts to consumers and business accounts on a daily basis, to negotiate repayment of the debt, locate a consumer or to follow up on a previous commitment.· Utilize the best strategy available under company policy or client contract when negotiating repayment, including, payment in full, compromise of.

-Maintaining employee policies and maintenance of employee records, new employee documentation.-Employee relations-HR Compliance with Benefits, FMLA, LOA(Leave of Absence), Short term disability, long term disability.Unemployment meetings and documentation-Performance reviews and record keeping of training and coaching sessions-Leadership Seminars passed.

Master'S Degree, Human Resources Management, B+

Associate'S Degree, Management