Jill Rivera

West Des Moines, IA

515-***-****

ad304e@r.postjobfree.com

EXPERIENCE

Global Atlantic, Des Moines, Iowa september 2023- Present Contact Center Representative

● Process transactions such as payments, loan requests, pay outs, address changes, etc.

● Utilize emotional intelligence and empathy when interacting with customers to create positive and meaningful connections.

● Receive and process requests from agents, policy owners, and third parties via incoming calls

● Inform customers on policy information such as values, payment amounts, beneficiaries, etc. Athene, Des Moines, Iowa January 2023- July 2023

Contact Center Representative

● Receive and process requests from agents, policy owners, and third parties via incoming calls

● Educate Customers on Athene products and answer questions about products such as tax consequences, state regulations, claims, etc.

● Ensure and document the appropriate response to each question what could range from simple to moderately complex

● Processes a variety of transactions such as address changes, Beneficiary changes, partial withdrawals, replacements, ownership changes, etc. Wells Fargo, Des Moines, Iowa July 2021 -October 2022 Home Mortgage Researcher

● Researched, contacted, and documented possible projected home mortgage loans for Wells Fargo’s new and existing customers

● Spoke with customers about their specific loan requirements, and their best available options for a home loan. The type of loans included new mortgage loans, cash out refinances, home equity lines of credit, and rate refinancing

● Verified the type of loan the customer needed as well as provide baseline financial information for them

● Connected the customer with the correct type of home mortgage specialist to proceed with securing their loan

McDonalds, Des Moines, Iowa April 2020 - July 2021 Lead Crew Trainer

● Trained and mentored employees

● Assisted employees in learning their roles, filling out timecards, scheduling, and acted as a liaison between new hires and management

● Led a team of 5-7 workers and fulfilled daily duties consisting of cooking, cleaning, and managing both front register customers, and drive through customers

● Prepared the restaurant for the day, ensured the restaurant was clean, locked up, and ensured all employees clocked out for the night

● Took account of registers and balanced daily totals