• Explain SBA’s Covid 19 program to home and business applicants from information provided from government agency headquarters (Fact Sheets); Provided lending recommendations and financial analysis to home and business applicants in determining fitness to issue SBA disaster loan applications by completing home and business inquiry records (700 cards) and using income information to complete summary decline worksheets; Assisted borrowers with completing loan application on the electronic loan application system and via paper applications; Responded to a variety of customer financial inquiries and provided financial customer service to the public; Explained initial SBA disaster loan denials due to lack of repayment ability and discussed reconsideration process with all denied applicants in disaster recovery centers (DRCS) or disaster loan outreach centers (DLOCs)• Provide counseling to applicants by assisting them with home, business, and economic injury disaster loan (EIDL) applications and obtained supplemental information for electronic loan application (ELA).• Assist home and business applicants with supplemental information regarding satisfactory completion of all applications by completing IRS Form 4506-T regarding receiving tax transcripts and receiving all tax forms for business entities such as LLCs and Corporations, which includes, but is not limited to IRS Forms 990 and 1120s.• Provided counseling and financial analysis to business and EIDL applicants by discussing supplemental information needed to complete applications by receiving the last three years federal income tax returns, reviewing and helping prepare Monthly Sales Figures (Cash Flow Statements), Personal Financial Statements, Balance Sheets, Schedule of Liabilities, and Profit and Loss statements; Also referred business and EIDL applicants to SBA’s Small Business Development Centers (SBDC) for any further related matters not related to the Office of Disaster Assistance.•

• Matches customers with appropriate Workforce Solutions job postings and contacts potential employers for the customer.• Helps customers to prepare resumes, write letters of introduction, and thank you notes.• Advises on how to interview successfully.• Helps customers complete online and other employment applications.• Matches customers with volunteer jobs to develop the customer's work skills and experience leading to unsubsidized employment.• Provides useful regional labor market information to help customers develop career goals Provides information on opportunities, qualifications, and expected pay in various industries and occupations.• Provides information relating training courses and prerequisites to employment goals.• Provides electronic, print, and other resources to help customers make career and job search decisions.• Connects customers, who may benefit from other career office staff specialists or other community resources to that specialist or resource.• Helps customers relate employment goals to their current skills, experience, abilities, and interests.• Helps customers relate employment goals to education.• Helps customers relate employment goals to other support services.• Helps customers understand the time and financial commitment required to meet career goals - Guides the customer in choosing whether to make those commitments.• Continues to work with a customer until employment goals are met.

• Manage daily performance of 15-20 agents in a fast paced, inbound call center and work at home agents• Coach, mentor and develop agents to deliver high levels of goal attainment and quality of service• Identify gaps in performance, productivity, quality and cost at the agent and team level. Bridge the gaps in performance, productivity and customer satisfaction at the agent and group level• Establish clear roles, directions, responsibilities, and performance requirements for call center agents• Lead by example to both directly and indirectly motivate and generate enthusiasm among call center employees• Ensure individual and team quality scores meet program goals by consistently participating in the call monitoring and reporting process• Consistently build and maintain positive team morale• Conduct and write employee performance evaluations• Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions• Identify training and quality opportunities and work with cross-functional teams to drive performance improvement• Oversees billing process to ensure completion of billing in a timely and accurate manner.• Oversees the processing of in house payments and reconciliation of these payments. Works with Accounting when reconciliation issues arise.• Verifies accuracy of district deposits, bill adjustments, and maintenance of customer deposit liability.