HELENA Rosalia BATROMEUS

Setup and management of the call centre and client service channels.
Conduct loan assessments for both online and branch clients.
Plan and execute marketing campaigns and outreach initiatives.
Train and support new call centre and loan staff.
Monitor, report, and track performance metrics across all branches.
Assist with setting targets and supporting branch performance improvements.

Coordinate meeting with internal and external stakeholders

Monitor and manage company application email box

• Assigning tasks to the to the team.
• Keeping track of team progress.
• Sharing progress, success, and issues with management.
• Create loan applications and bring them to complete stage.
• Create refund task on the system.
• Attend to online web applications and assign them to available consultant
• Attend , and responding to departmental email box.
• Enter new and update existing clients information on the system & process Web application.
• SEP

• Attend to incoming client calls and emails.
• Manage, research, identify and resolve client complaints.
• Sell products and place client applications on ERP system.
• Promote and upsell product and service information and benefits to clients, Process web applications.
• Route calls to appropriate departments when needed, Document all call information as per the standard operating procedures.
• Identify, document and alert the management team of trends in customer calls, Follow up on client calls when necessary, Complete call logs and reports.

• Establish clear descriptions on all account collectability statuses.
• Monitor all non-performing loan accounts, Capture insurance settlements by month end, Follow up on client payment pledges.
• Investigate and establish background on nonperforming loans that show arrears from 1- 999 days prior to clearing queue by end of the day.
• Assisting clients in debt counselling by advising top-ups and consolidations.

• Attend to customer general and billing queries as well as complaints.
• Make financial decisions to protect and/or collect revenues and adjust customer accounts.
• Prepare paid up and settlement letters to clients.
• Attend to all incoming calls and client emails.