Description :

1. Selected by upper management to develop a new team focused on enhancing customer resolution processes.
2. Researched and analyzed customer concerns, collaborating with internal teams to deliver effective solutions.
3. Interpreted data to identify trends and improve service delivery, effectively reducing recurring issues.
4. Created and implemented departmental scripts to standardize communication and improve customer interactions.
5. Adapted work schedules to meet service demands and maintain optimal service levels during peak times.
6. Proactively identified areas for improvement, using advanced Excel skills to develop actionable insights.
7. Conducted outreach to customers and partners, effectively presenting data and resolution strategies.

Experience

0-2 Years

Level

Entry Level

Education

BA Comm

Description :

1. Provides immediate coaching and feedback to team members, enhancing customer service quality while meeting organizational objectives.
2. Handles escalated calls from external customers, ensuring timely and effective resolution of complex issues.
3. Follows up with dealers to confirm issue resolution and maintain high levels of customer satisfaction.
4. Analyzes operational data to identify areas for improvement and implement corrective actions.
5. Utilizes advanced knowledge of systems to assist representatives in resolving customer inquiries efficiently.
6. Maintains call control to ensure compliance with department standards while optimizing customer experience.
7. Responds to customer correspondence and manages email inquiries to facilitate timely resolutions.

Experience

5-7 Years

Level

Senior

Education

BBA

Description :

1. Authored correspondence for approvals, amendments, and acknowledgments using Access templates.
2. Logged and tracked written appeals to ensure timely acknowledgment and resolution per corporate guidelines.
3. Managed tasks in the Prior Authorization Smart System, completing verbal notifications to Medicare members.
4. Processed approvals and monitored the Physician Fax Decision Queue to confirm successful fax transmissions.
5. Maintained comprehensive databases of customer files, ensuring accuracy for audits and case reviews.
6. Handled customer inquiries and complaints, effectively addressing billing questions and service requests.
7. Utilized strong time management and problem-solving skills to de-escalate customer concerns and enhance service delivery.

Experience

0-2 Years

Level

Junior

Education

B.A.

Description :

1. Maintain detailed records of customer interactions, inquiries, and resolutions to ensure transparency and accountability.
2. Collaborate with various departments to address and resolve complex customer issues effectively.
3. Assess customer service complaints and determine appropriate actions to achieve resolution.
4. Communicate with customers regarding the status of their complaints and any necessary follow-up actions.
5. Utilize conflict resolution techniques to mediate disputes between customers and the organization.
6. Analyze customer feedback to identify trends and areas for improvement in service delivery.
7. Train team members on best practices for conflict resolution and customer engagement.

Experience

7-10 Years

Level

Management

Education

B.A. Comm.

Description :

1. Provided expert guidance to customer service representatives on complex calls, enhancing team performance.
2. Resolved technical issues for representatives, ensuring seamless navigation of systems and protocols.
3. Drafted clear and professional communications for clients and vendors, fostering transparency.
4. Educated clients on policies and procedures, improving overall understanding and satisfaction.
5. Ensured exceptional service by swiftly addressing inquiries regarding coverage, rates, and billing.
6. Processed endorsements and renewals, explaining underwriting reasons for rate changes effectively.
7. Consistently exceeded performance metrics, achieving top ratings in availability and call handling.

Experience

5-7 Years

Level

Senior

Education

B.S.B.A.

Description :

1. Managed escalations from front-line associates with a focus on resolution.
2. Resolved sensitive customer complaints, providing alternative solutions to enhance satisfaction.
3. Supported various inquiries related to orders, billing, and payment arrangements.
4. Collaborated with cross-functional teams to meet strategic service goals.
5. Investigated and negotiated payment disputes and adjustments effectively.
6. Guided customers through registration and navigation processes.
7. Mentored associates, providing quality feedback and coaching as needed.

Experience

0-2 Years

Level

Entry Level

Education

B.A.

Description :

1. Resolved account issues presented by internal partners, dealerships, and customers, enhancing satisfaction.
2. Conducted thorough investigations and responded to complaints filed with state Attorney General offices.
3. Acted as a liaison between internal departments and customers to expedite resolutions.
4. Supervised and trained a team of 10-15 representatives, improving team dynamics.
5. Conducted performance reviews, providing constructive feedback and support.
6. Handled escalated calls, ensuring complex issues were addressed effectively.
7. Recognized as a Subject Matter Expert, providing guidance on business processes.

Experience

2-5 Years

Level

Junior

Education

B.A.

Description :

1. Facilitate communication between customers and internal teams to resolve disputes effectively and efficiently.
2. Utilize analytical skills to assess complex issues and develop tailored solutions to meet customer needs.
3. Provide training and support to team members on dispute resolution protocols and best practices.
4. Manage escalated calls with professionalism, ensuring a positive customer experience.
5. Document resolution processes and outcomes to improve future dispute handling.
6. Collaborate with management to identify trends in disputes and suggest process improvements.
7. Maintain a strong understanding of relevant laws and regulations to guide resolution efforts.

Experience

0-2 Years

Level

Entry Level

Education

BA Comm

Description :

1. Facilitated timely resolution of customer service complaints, ensuring high satisfaction levels.
2. Monitored and maintained assigned accounts, addressing discrepancies and processing refunds.
3. Analyzed account data to identify trends, reducing delinquency by 25%.
4. Collaborated with sales and management to accelerate the collection process.
5. Developed strong relationships with clients to enhance cooperation and communication.
6. Conducted follow-ups to ensure effective resolution and customer satisfaction.
7. Executed process improvements that increased efficiency in the Accounts Receivable Department.

Experience

5-7 Years

Level

Senior

Education

B.A. in BA

Description :

1. Processed payments and accurately posted amounts to customer accounts, ensuring financial accuracy.
2. Monitored overdue accounts using automated systems to identify and address delinquent payments.
3. Documented customer financial statuses and collection efforts, enhancing data accuracy.
4. Notified customers of overdue accounts through mail and phone calls, maintaining open lines of communication.
5. Engaged with customers to uncover reasons for overdue payments and reviewed sales or service agreements.
6. Advised customers on effective debt repayment strategies, facilitating successful resolutions.
7. Persuaded customers to settle outstanding balances, improving overall collection rates.

Experience

2-5 Years

Level

Management

Education

B.S. in BA

Description :

1. Provide comprehensive support in resolving customer issues related to payments and collections.
2. Generate reports on outstanding accounts and analyze credit risks for effective resolution.
3. Maintain and update customer databases, ensuring accuracy in records and reports.
4. Assist in the resolution of invoice discrepancies, facilitating timely payments.
5. Respond to customer inquiries, addressing concerns with a focus on satisfaction.
6. Investigate unresolved issues to identify reasons for payment delays and secure commitments.
7. Exercise independent judgment to negotiate payment plans and extensions.

Experience

0-2 Years

Level

Entry Level

Education

B.A. Comm.

Description :

1. Attained all Key Performance Indicators (KPI) & monthly performance goals as determined by management.
2. Adhered to FMS Attendance Policy as outlined in the Employee Handbook.
3. Contacted borrowers by telephone to negotiate payment in full/best qualifying program to resolve delinquent accounts Department of Education contract.
4. Recorded and updated account activity including borrowers' financial status, demographics & collection efforts associated with resolving their accounts.
5. Performed various administrative functions for assigned accounts including the recording of address changes & purging of deceased borrower records.
6. Provided quality customer service to minimize complaints & exposure to legal actions.
7. Adhered to the FDCPA, Privacy Act, and all federal and state laws governing the industry and the Department of Education Collection Contract.
8. Adhered to the Department of Education Statement of Work, other Clients' guidelines and policies, and all FMS guidelines and policies.

Experience

2-5 Years

Level

Executive

Education

High School Diploma

Description :

1. Managed & reported on financial and accounting aspects of an assigned portfolio, including performance and profitability, timelines of disposition, overall characteristics, status, and general reporting to senior management.
2. Provided useful and timely feedback to the Manager about market conditions, problem areas, legislation & any conditions which may impact established goals.
3. Interfaced and coordinated with other departments, including Home Retention, Capital Markets, REO, Bankruptcy, Appraisal, and Accounting, Legal, Collections.
4. Managed title and vested process, including collateral issues, and work with vendors and custodians as necessary.
5. Provided support to local and outside to review and commented on court documents, assist in the resolution of litigation matters and attorney inquiries, and consulted with counsel on escalated borrower issues received by default management.
6. Coordinated & attended deposition, mediation, and trial date appearances with counsel and senior department personnel.
7. Demonstrated behaviors that are aligned with the organizations desired culture and values.

Experience

2-5 Years

Level

Executive

Education

High School Diploma

Description :

1. Reviewed documents, uploaded documents, created letters, and sent letters to mortgagors requesting additional documents or passing files to gatekeeping to be reviewed.
2. Completed several reports, reviewing files, and making sure all documents are correct.
3. Assisted gatekeeping with overdue reports by reviewing the previous file and making sure additional documents are received.
4. Completed all tasks in a timely manner with accuracy.
5. Solved notice for monthly tax, quarterly tax & annual tax returns that were not remitted on time.
6. Maintained deposits frequency for Fed & State agencies to make sure that tax is paid on time.
7. Stayed updated on SUI rates and investigated discrepancies.
8. Researched and loaded state codes to MasterTax and PayChoice.

Experience

2-5 Years

Level

Executive

Education

BA In Education

Description :

1. Handled calls from Puerto Rico and Mainland USA.
2. Assisted clients with contract disputes.
3. Assisted clients with bill ledgers.
4. Translated to Spanish on commercial accounts.
5. Helped new and existing coworkers with work related issues.
6. Guaranteed positive customer experiences and resolved all customer complaints.
7. Assisted potential customers with identity theft procedures, identity verifications for new accounts and assisted with sales and new customer orders.

Experience

5-7 Years

Level

Junior

Education

Business Management

Description :

1. Answered inbound calls.
2. Responded and resolved customer complaints at an Executive Level including but not limited to installation issues, BBB, and Attorney General complaints.
3. Performed duties in the Retention department.
4. Created revenue by offering and selling company services and products.
5. Performed duties in the Help Desk department like de-escalation of supervisor and manager calls, assisting personnel, at all levels, with questions or concerns with any of our system applications, customer account information, and promotion offers.
6. Handled all company VIP accounts to ensure proper resolution in a timely manner.
7. Issued company's correspondence including contract letters, zero balance letters and ledger request etc.

Experience

5-7 Years

Level

Executive

Education

Associates Of Science In Psychology

Description :

1. Received company customer service & ticket awards Provided quality customer service through one-call resolution and establish long-term customer relations.
2. Accurately responded to questions regarding billing and payments.
3. Collected past due and charged off accounts.
4. Soldl multiple entertainment products and services as well as hardware systems and accessories.
5. Assisted customers with technical questions regarding installation, trouble shooting, and hardware.
6. Acted as a lead to lower level staff.
7. Communicated account information and other requests to customers via fax, e-mail, and mail.

Experience

0-2 Years

Level

Entry Level

Education

GED

Description :

1. Reviewed, researched and responded to all Level 3 complaints as defined by the approved Complaint Policy and within required due dates.
2. Rapidly assimilated a range of complex information and make decisions based on documented procedures to accurately respond to L3 complaints.
3. Accurately identified root cause and follow through with remediation and/or process improvement recommendations based on documented procedures.
4. Responded in written or verbal communication to borrowers, clients, regulatory agencies, attorneys and executive leaders professionally and with accurate information.
5. Utilized effective de-escalation skills to create exceptional borrower experiences.
6. Partnered with business partners throughout the organization to research and resolve complaints while adhering to regulatory requirements and/or client SLAs based on documented procedures.
7. Effectively handled competing demands ensuring key priorities and deadlines are met through organization and time management.

Experience

5-7 Years

Level

Executive

Education

MS