Sandra Coronado Email & Phone Number

Lynn, Ma

• Answer all related banking and operational questions received from the inbound Customer Service Center. • Maneuver through internal and external applications related to online banking (i.e. E-Manager, Customer Service Tool, and Partner Care.• Assist customers in the online banking enrollment process and setup of pending applications. • Help customers with questions and issues regarding online banking and bill payment. • Responsible for resolving and responding to all customer issues received through web chat, email and secure bank mail correspondence. • Assist in research of bill payment transactions using the CST tool.• Contact vendor support to resolve any online banking or bill payment issues. • Assist with overflow calls from Business Banking and the Customer Service Center.

Lynn, Ma

• Answer inbound calls from customers regarding their deposit and loan accounts. • Provide a superior level of service by maintaining a detailed personal knowledge base on all bank products and services, their related maintenance issues, and their related policy, procedure, and regulatory criteria.• Handle basic customer complaints and problems without assistance by making independent decisions, which utilize customer satisfaction standards while adhering to requirements that minimize risk to the Bank.• Provides information on establishing new products or services.• Perform data entry when immediate maintenance is possible. Initiates requests for items requiring further investigation, work, or customer contact, and may be required to complete this further investigation, work, or customer contact in the absence of appropriate support personnel.

Lynn, Ma

• Maintain the integrity of the Remedy and Verint systems and interacting with Remedy technicians and specialists to provide the best quality service required by our company. • Management of all contact (KPI) Key Performance Indicator areas including trending, performance analysis, benchmarking and (CSR) Customer Service Representative progression.• Maintain client awareness of all CSR quality scores through direct reports as well as calibration sessions.• Partner with managers, trainers, and supervisors to advice of specific training needs based on group and individual quality monitor trends.• Coach and develop call center representatives using the principle of performance in trend analysis and behavioral focus aiming towards continuous improvement.

Bachelor’S Degree, Human Resources Management/Personnel Administration, General

Associate'S Degree, Business Administration And Management, General

High School Diploma