Experience

Genworth

• United States
• Insurance
• 700 & Above Employee

• Lead Contact Center Coaching & Escalation Representative

  • Jan 2016 - Present

• Call Quality Coordinator

  • May 2014 - Present

  Responsible for providing call quality support to Operations Coordinators and Team Leaders: Monitor calls and provide feedback regarding telephone etiquette, product information and procedures. Provide performance expectations, action plans and development plans to improve call quality and customer service. Provide accurate and timely reports on weekly and monthly rolling basis on call quality and productivity Provide data for development of training and problem… Show more Responsible for providing call quality support to Operations Coordinators and Team Leaders: Monitor calls and provide feedback regarding telephone etiquette, product information and procedures. Provide performance expectations, action plans and development plans to improve call quality and customer service. Provide accurate and timely reports on weekly and monthly rolling basis on call quality and productivity Provide data for development of training and problem resolution. Conduct mock calls and side by side coaching. Provide Team Leader support on monthly review of team performance and provide email updates as required on problem and escalated cases.

• Escalation Represntative

  • Nov 2008 - Oct 2014

  Primary contact for our Sales Team ( Internal and External Wholesalers). Assisted with escalated issues and problem cases via phone and email. As a subject matter expert assisted in special project for launching new system. Assisted Training Department with updating Standard Operating Procedures. Act as resource to case management with training opportunities and report out to leader of trends.

• Operations Coordinator

  • Oct 2013 - May 2014

  Daily coordination of production reports and work distribution for production queues. Act as resource for questions, issues and training (relating to product, procedures and workflows. Assist with escalated issues and problem cases or phone calls. Provide production reporting on weekly/monthly basis. Primary contact for Sales (internal and external wholesalers). Identify training opportunity at team and individual levels, followed by leading refresher training efforts. One-on… Show more Daily coordination of production reports and work distribution for production queues. Act as resource for questions, issues and training (relating to product, procedures and workflows. Assist with escalated issues and problem cases or phone calls. Provide production reporting on weekly/monthly basis. Primary contact for Sales (internal and external wholesalers). Identify training opportunity at team and individual levels, followed by leading refresher training efforts. One-on One Coaching.

• Long Term Care Case Manager

  • Feb 2006 - Nov 2008

  Review of Long Term Care Applications submitted to insure requirements meet Company and State regulations. Ensure data correct data entry in system to support underwriting decision. Communicated to agents and brokerage general agents of requirements need for processing Long Term Care Application. Regular follow up with agents on the process of the applications process via email and by phone.

• Case Management

  • Jul 2000 - Feb 2006

  Case management as 1035 Exchange in Single Premium Immediate Annuities, and Deferred Annuities. Assured that all paperwork was met Company and State Guidelines to purchase SPIA and Deferred Annuities. Follow for premium and our outstanding requirements to purchase annuities, via phone and emails.



Credit Bureau Collectoin Agency

• Lynchburg, Virginia

• Supervisor

  • Aug 1998 - Aug 1999

  Third party collection supervisor of Lynchburg Area. Worked closely with attorney with legal action on collecting past due debts. Setting up accounts for customers in collecting past due debts. Supervised Case Managers in debt collections for third party payments. Third party collection supervisor of Lynchburg Area. Worked closely with attorney with legal action on collecting past due debts. Setting up accounts for customers in collecting past due debts. Supervised Case Managers in debt collections for third party payments.



Washington Mutual Bank

• Lynchburg, VA

• Customer Service/Loan Rep.

  • Jun 1995 - Aug 1998

  Review of credit reports for personal loan approval. Approved / Declined credit for personal loans. Prepared loan documents and checks for closing out the loan process. Processed monthly payments to loan accounts. Processed legal action for past due loan payments. Adjudicated legal process of past due accounts through court proceedings. Review of credit reports for personal loan approval. Approved / Declined credit for personal loans. Prepared loan documents and checks for closing out the loan process. Processed monthly payments to loan accounts. Processed legal action for past due loan payments. Adjudicated legal process of past due accounts through court proceedings.



Central Fidelity Bank

• Loan Recovery Officer

  • Mar 1988 - Jul 1995

  Understanding of credit collection guidelines. Monitored past due accounts and contacted customers to make collections attempts. Responsible for taking incoming calls and giving customers the information they needed to pay accounts. Pursuit of legal action on past due accounts and charge off accounts with legal action: Judgments, Garnishment of wages and Foreclosure. Worked closely with attorneys in Small Claims Court and Bankruptcy Court to adjudicate legal action… Show more Understanding of credit collection guidelines. Monitored past due accounts and contacted customers to make collections attempts. Responsible for taking incoming calls and giving customers the information they needed to pay accounts. Pursuit of legal action on past due accounts and charge off accounts with legal action: Judgments, Garnishment of wages and Foreclosure. Worked closely with attorneys in Small Claims Court and Bankruptcy Court to adjudicate legal action charge off debts.

• Various

  • Aug 1973 - Apr 1988

  Various positions - Loan Collateral Clerk, Insurance Clerk, Mortgage Loan Underwriter, Installment Loans Collector, Administration and Support, Loan Recovery Officer. Review of collateral, credit report for loan approval. Debit collections Adjudicated post due loans through legal action, repossession, and foreclosures.