Paul Quinn College

Participant Service Representative  at Mercer

Senior Participant Services Representatives are responsible for monitoring call quality, assisting with achieving service level agreements, training and adherence. Providing feedback, coaching and development are also requirements. In addition to representative management and development, Senior Participant Services Representatives are responsible for handling escalated calls, taking inbound calls when necessary to meet service level agreements and varied project work. Serves as a subject matter expert on domains and plans team supports Assists with floor walking to develop newly trained PSRs, Assists with training Handles escalations and properly escalates repeat callers and escalations Assists with attaining service levels by taking calls on high volume days Builds and maintains relationships and partnerships with administration teams Works with administration teams to ensure the knowledge base is kept up to date and accurate Case Management.  Quality monitoring focusing on case management accuracy, Timeliness of call backs and service request completion, Supports Team Leader, Managing and developing PSRs, Provides feedback/coaching to PSRs, Participates in cross site meetings, calibration meetings and team meetings, Screens potential job candidates and provides feedback to Team Leader, Assists with monitoring adherence, service levels, queue of calls and teams off-phones activities, Completes assigned projects.

Mercer

Participant Service Representative

Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders.  Listen attentively to caller needs to ensure a positive customer experience.  Accessed electronic and paper cataloging systems to look up product information and availability.  Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.  Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.

L'Oréal

Customer Service Specialist

Review and enter each file into Data Capture Systems. Duties included but not limited to pulling daily reports. Maintain document preparation area and scanning workstations

Iron Mountain

Data Entry Operator

Performed excellent enhanced customer relations for application processing and payments services. Duties included prescreening and evaluating consumer credit worthiness; developed decision based on evaluation, authorized payments, and processed payments when necessary. Respond to customer, investor, or other 3rd party inquiries, researching and/or preparing documentation, or analyzing determining appropriate course of action. Processed Home Affordable Modifications, process forbearance and repayment agreements. Update mortgage applications. Communicate the status of loan applications to customers, Loan Officers, Underwriters, Appraisers, closing agent and others as required.  Review new files to verify they meet wholesale minimum submission requirement, verified that information on documents match loan origination system.  Reviewed virtual incoming loan files for completeness and accuracy

Erica Barnes