Mariluz Ruemmele

· Handle an average of 130 in-bound and out bound daily calls.

· Assist customer’s inquiries on questions regarding appointments and services provided by the dealer

· Schedule approximately an average of 450 appointments per month

· Assist irate customers by listening their concerns, ease the tension, improve the situation, show empathy to resolve their problem and be able to offer them with satisfactory solutions.

· Use Elead and Reynold programs to assist customers with their requests.

• Disputes, stop payments, lost and stolen, fraud department and customer service representative
• Provide effective and timely resolutions to customer’s inquiries based on proper company policies
• Assist customer’s inquiries on existing accounts regarding online banking, fee reversals, disputes, billing questions, account maintenance, and other bank issues
• Resolve difficult situations and assist upset customers by listening, ease the tension, improve the situation, and show customer empathy to resolve their problem
• Maintain customer’s confidentially and protects bank operation by keeping client’s information secure all the time by following an established security protocol.

• Completed bank reconciliations and record necessary journal entries.
• General Ledger accounts reconciliation
• Filing, general office work.

• Visual Field Inspections
• Perform 7 to 10 daily house inspections following company guidelines to report damages due to Hurricane Maria
• Research bad address to locate the correct property location and ensure an effective route planning to maximize the number of houses to be inspected on a day
• Upload photos and file reports on a daily basis.

• Assist customer’s inquiries on existing accounts regarding online banking, fee reversals, disputes, billing questions, account maintenance, and other bank issues

• Visual Field Inspections, upload photos and enter inspection results to the company's system or email results directly to the Company.
• Daily QC inspections and route planning
• Research bad address to locate the correct property location
• Knowledge in U.P.A.M.S and Inspectorade program.

• General office work including: Bank Balance Reconciliation, Account Receivable, Accounts Payable, supply purchases for shop and office and receptionist

• Set budget for wages, supplies, and equipment and general expenses
• General accounting record
• Processes receipts for completing and documenting transactions and/or preparing bank deposits
• Hiring, training and supervising staff
• Maintains equipment, storage, food preparation and serving areas in a sanitary condition to comply with current health department standards.

• Retrieve daily bank ACH return Reports for the Collection Team
• Keep a log for all Bank returned Items and the result of the results of the collection call
• Make necessary calls to recoup the money of the payroll and payroll taxes already paid out
• Place stop payments for the unpaid payrolls and/or reverse unpaid direct payroll payments.

• Support a staff of 11 reps that handled an average of 3300 weekly calls
• Train new employees
• Monitor phone calls and document observations for quality control and training purposes
• Train employees through the system conversion process
• Solve customer’s issues related to payment discrepancies, account reconciliations, and/or issues not related to deposits.