Alexander Pantoja
Phoenix,AZ
Summary
Customer service and financial services professional with 15+ years of experience in loan processing, credit support, account management, and team leadership. Skilled in managing large loan portfolios, ensuring compliance, and delivering bilingual support (English/Spanish) in high-volume environments. Experienced in handling medical claims and workers’ compensation cases, ensuring accuracy, compliance, and patient/provider satisfaction. Recognized for improving customer experiences, coaching staff, and driving growth through effective guidance, risk management, and positive client interactions.
Proven ability to coach and develop staff, ensure regulatory compliance, and provide exceptional client support in both English and Spanish.
Overview
15
15
years of professional experience
Work History
Manager – Foreign Language Department / Accounts Receivable
Discover Financial Services
Phoenix, USA
10.2020 - Current
- Supervise bilingual team handling accounts receivable, primarily Spanish-speaking calls with translator support for other languages.
- Manage large credit loan portfolios, assess risk, and determine hardship programs to help clients remain current through financial difficulties.
- Oversee inbound/outbound call operations, ensuring compliance and service quality.
- Conduct one-on-one coaching and performance reviews with staff; facilitate team meetings to communicate policy and compliance updates.
- Train team members on compliance, risk management, and customer service best practices.
- Act as liaison between management and frontline staff to align departmental performance with organizational goals.
Credit Support Specialist IV
JP Morgan Chase
Tempe, USA
11.2015 - 05.2020
- Prepared and reviewed loan documentation, ensuring compliance with banking regulations.
- Collaborated with underwriters, loan officers, and cross-functional teams for smooth loan processing.
- Managed loan pipelines and provided updates to management and clients.
- Maintained strong client relationships and supported senior management with reporting.
Data/File Processor / Remittance Processor
JP Morgan Chase / Regulus 3i Info-Tech
Phoenix, USA
03.2014 - 11.2015
- Processed and scanned sensitive financial documents and payments with high accuracy.
- Prepped, sorted, and imaged files for client review while meeting strict timelines.
- Verified payment accuracy, resolved discrepancies, and ensured compliance with retention and destruction policies.
Customer Service Representative (Bilingual)
Medrisk
Phoenix, USA
11.2010 - 01.2014
- Processed workers’ compensation claims for physical therapy and diagnostic services.
- Scheduled and coordinated patient appointments with clinics and therapists.
- Verified coverage, attached documentation to case files, and ensured accuracy.
- Promoted from diagnostic claims processing (MRI, CT, X-ray, ultrasound) to Customer Advocate.
- Handled Medicare/Medicaid enrollments (A & B, Advantage, Part D) and assisted providers with program compliance.
- Managed Spanish-speaking queues, reducing reliance on third-party translators.
Education
Bachelor's in Business Administration - Business Administration and Management
Southern New Hampshire University
Manchester, NH10.2023
High School Diploma -
Westview High School
Avondale, AZ05-2010
Skills
- Bilingual – Spanish/English (Speak, Read, Write)
- Loan Portfolio & Risk Management
- Accounts Receivable & Collections
- Leadership & Team Development
- Customer Service – 15 Years
- AML/BSA Compliance & Regulatory Knowledge
- Sensitive Documentation & Risk Assessment
- Microsoft Office Suite / Mac Literate
- 10 Key (13,000 strokes per hour) Multi-Screen Use
- Recognitions: 7 “5-Keys” & 14 “Peer-to-Peer” (JP Morgan Chase)
- Accounts receivable management & large credit loan portfolio oversight
- Risk assessment and implementation of client hardship programs
- Supervisory leadership & bilingual team management (Spanish-focused)
- Compliance enforcement & policy training
- Performance coaching & staff development
- Inbound/outbound call operations & customer service excellence
- Workers’ compensation claims processing (physical therapy & diagnostics)
- Patient scheduling & coordination with clinics/therapists
- Verification of treatment coverage & approvals
- Document management & case file accuracy (fax/document handling)
- Medicare & Medicaid enrollment processing (A & B, Advantage, Part D)
- Claims management & resolution of discrepancies
- Compliance with healthcare policies & program requirements
- Provider & pharmacy relations support
Timeline
Manager – Foreign Language Department / Accounts Receivable
Discover Financial Services
10.2020 - Current
Credit Support Specialist IV
JP Morgan Chase
11.2015 - 05.2020
Data/File Processor / Remittance Processor
JP Morgan Chase / Regulus 3i Info-Tech
03.2014 - 11.2015
Customer Service Representative (Bilingual)
Medrisk
11.2010 - 01.2014
Bachelor's in Business Administration - Business Administration and Management
Southern New Hampshire University
High School Diploma -
Westview High School
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