Take 60-80 calls inbound calls per day and help clients by providing accurate and efficient resolution. Highly experienced in account documentation, review, notation and resolve unexpressed needs for the customer. Helped the business by consistently excelling with Revenue and Retention. Participated in leadership programs to help new hires and assist them progress and be ready in operations. Help the team with challenges in metrics I am good at and make them pass the KPIs by creating action plan with the assistance of my manager and follow through.

Collect payments from the customer’s account in a professional and polite manner. Overcoming customer’s objection and document their commitment to pay and give them extension in making their payment . Build rapport and help customer with basic troubleshooting. Joined training support team to give assistance on new hires and share them best practices. Training assistant for few years to help with classroom discussion and endorsement to production. Call listening with the agent to provide them feedback and coaching. Giving update and sending training report to the clients every week. Call calibration with the clients and answering questions about the class.

Provide service in both inbound and outbound calls relates to customer’s mortgage account. Discuss billing and try to collect payment. Understand and empathize with the customer if unable to make a payment and provide solution. Hit the collection goal for the day and work with the team to exceed the goal by month end.