Selena

> Key Responsibilities

Customer Service & Loan Sales (Primary Role)

* Assist members with loan applications ranging from $1,650 to $40,000.

*Explain loan products, terms, rates, and repayment options clearly and accurately.

*Guide members through required documentation and ensure complete submission.

* Follow up on pending applications and provide next steps toward approval.

* Handle inbound and outbound calls related to loan inquiries and applications.

* Maintain accurate records in CRM and internal systems.

* Ensure compliance with company policies and regulatory standards.

* Deliver excellent customer experience, maintaining high Top 2 Box satisfaction scores.

* Sales Performance & KPI Management

Meet and exceed monthly loan issuance targets (e.g., $850,000 monthly goal by 40%).

* Drive strong listing rates and application conversion metrics.

* Monitor pipeline and proactively follow up to increase approval and issuance rates.

* Maintain consistent month-over-month performance growth.

> Sales Coach Responsibilities (Across Multiple Lines of Business).

* Provide coaching and feedback to sales representatives across various lines of business.

* Monitor calls and evaluate performance based on quality and sales standards.

* Conduct one-on-one coaching sessions to improve objection handling, product knowledge, and closing techniques.

* Identify performance gaps and develop action plans for improvement.

* Support training initiatives for new hires and cross-trained team members.

* Promote best practices in customer engagement and compliance.

* Collaborate with leadership to drive overall team performance and revenue growth.

> Qualifications & Skills

Strong communication and interpersonal skills.

* Proven sales performance and ability to exceed targets.

* Excellent objection-handling and closing skills.

* Coaching and mentoring abilities.

* Ability to work in a fast-paced, performance-driven environment.

* Strong attention to detail and compliance awareness.

Customer Support Representative

06/2017 – 09/2018

> Key Responsibilities.

* Provided frontline technical support to customers experiencing internet connectivity issues.

* Assisted customers with troubleshooting modems and network devices to restore service efficiently.

* Diagnosed basic connectivity problems and determined when escalation or on-site technician support was required.

* Scheduled field technicians to address complex technical concerns and ensured timely follow-ups.

* Communicated service outage updates to customers, including estimated restoration timelines.

* Answered general account and billing inquiries with professionalism and accuracy.

* Assisted customers with upgrading service packages and explaining available plans and features.

* Documented all customer interactions and resolutions accurately in the CRM system.

* Maintained high customer satisfaction by delivering clear communication and effective problem resolution.