Tara Newpher Email & Phone Number

Reading, Pennsylvania, United States

Reading, Pennsylvania, United States

Reviews and analyzes data entered into the main Complaints Management System, and all complaint files, for accuracy and clarity. Ensures this information complies with departmental, company and federal regulatory standards. Serves as the departmental point of contact for all internal and external entities including the CEO's office, Legal and Compliance partners. Maintains a 24 hour or better turnaround time on all requests and email correspondence sent to the Executive Office.Provides improvements to policy/procedure to increase efficiency and customer experience standards.Develops weekly training material and deliver training to 11 Santander Executive Office Advisers. Provides administrative support to the Executive Office by managing user access including shared folders, regulatory portals and complaints management system, as well as managing the departments physical and electronic mail distribution. Creates weekly reporting to capture trending errors for the purpose of the mitigation of gaps.

Reading, Pennsylvania Area

Provided objective feedback based upon Quality Program attributes to improve customer service experience and identify gaps for training improvement.Collaborated with a team of Quality Analysts to ensure consistency and accuracy in the coaching being provided. Presented the Quality Program in support of the hired agents to ensure understanding of departmental expectations.

Reading, Pennsylvania Area

Researched complicated customer inquiries regarding their deposit accounts, loan accounts, and credit card accounts. Assisted Contact Center Representatives with questions regarding policy and procedures by maintaining a detailed and extensive understanding of systems and procedures. Provided verbal and written coaching feedback on agent performance to Customer Service Center management team to help improve customer satisfaction.

Reading, Pennsylvania Area

Used logic and problem solving techniques to enhanced customer experience by offering quick and efficient answers to inquires regarding their accounts. Established extensive knowledge about all products and kept up to date with policy changes. Improved customer banking experience by suggesting relevant time and money saving products.