Alma Vasquez

Operated in a fast-paced, high-volume remote virtual contact center environment with 100% phone-based customer interaction. Managed portfolio of 120-200 auto insurance claims. Took recorded statements from individuals involved in the accident, set up vehicle inspections, conducted investigation to determine liability, made contact with all parties such as parties in the accident, witnesses, lawyers or their office, police stations, insurance carriers and body shops. Worked to obtain video of the accident, etc. Processed payments to customers, claimants, insurance carriers, and body shops. Handled injury claims and obtained injury index for examiner team. Finalized and closed claims files efficiently.

• Evaluated insurance claims for accuracy and completeness.
• Investigated claim details through interviews and documentation review.
• Collaborated with policyholders to clarify coverage and claim processes.

Managed total loss and gap queue operations to ensure efficient processing and customer satisfaction. Investigated and confirmed coverage on vehicles and negotiated settlement amounts. Evaluate value of the vehicle using NADA to ensure payout is fair to both customer and lien holder. Processed repo affidavits and titles for total loss accounts, facilitating resolution with insurance companies for uncooperative customers. File gap claimss to assist the customers and follow up on the claim. Also assist remarketing team with reinstatement calls and get customers back in the cars. Assist remarketing with book sheet discrepancies found during a total loss evaluation and on repossessed vehicles. Also work with company named Allied/ Center point and assign accounts to them for assistance when Insurance companies refused to move forward with claims or deny claims.

• Assisted clients with insurance inquiries and policy information.
• Managed policy renewals and client follow-ups efficiently.
• Educated customers on coverage options and benefits available.

Managed Prime and Sub-Prime Funding and Records department with 26 reports, including 20 funders, 2 supervisors, and 4 administrative assistants, ensuring efficient operations. Oversaw daily operations and confirmed that auto loans were complete and funded promptly and in compliance with state and federal regulations. Adhere to and enforce all applicable regulatory and compliance requirements. Maintain and convey current knowledge of state and federal regulatory requirements relating to contract documentation and lien perfection. Conducted credit investigations and verifications to ensure compliance and mitigate risk. Redirect loans that have been identified with decision rule or tolerance rule violations for review accordingly. Audited Records department to ensure all contracts accounted for, documents legible, and funding packages complete and appropriately scanned. Work closely with internal departments, including but not limited to Titles, Accounting, Credit, and Collections. Build and maintain a relationship with outside sources such as auto dealers and consumers.

• Managed funding requests and approvals for automotive financing solutions.
• Evaluated loan applications to ensure compliance with company policy.
• Collaborated with sales teams to facilitate customer financing options.

Led transfer of 11-29 delinquency operations from Las Vegas Call Center to Irvine, enhancing operational focus. Grew 3 11-29 teams. Supervised 15 servicing associates, providing coaching and mentoring to foster professional development. Upholding policy and procedure while ensuring daily productivity. Setting goals and establishing a bridge of communication in achieving such goals. Monitoring daily delinquency, establishing, and executing plans to lower delinquency. Assess behavior, progress, and achievements of servicing associates. Evaluated performance of servicing associates and implemented corrective actions to address performance gaps.

• Supervised daily collections operations and ensured compliance with company policies.
• Trained and mentored team members on best practices for debt recovery.
• Coordinated communication between departments to streamline collections processes.

Collect on accounts over 45 days; also have experience working on 11-29 and 30 Days past due accounts. Assisted customers in resolving and negotiating account issues, enhancing customer satisfaction and payment recovery. Handling of inbound and outbound call volume. Performed detailed skip tracing on accounts assigned for repossession, managing delinquency and charge-off potential through RDN Network. Also worked with charge off accounts. Have comprehension of company delinquency. Assisted coworkers with handling or closing accounts. Daily follow-ups on accounts under my responsibility. Handled accounts with insurance and lien holder claims while training new employees on account management processes.

• Designed displays that showcased clothing collections in an attractive manner.
• Analyzed customer payment trends to identify potential issues with collections.
• Conducted periodic inventory checks of circulating collections.

Translated documents from English to Spanish, ensuring accuracy and cultural relevance for Labels, Scripts, Technical Data Sheets, and Privacy Policy. Verified all internal and external documentation for proper grammar in English and Spanish, enhancing overall communication quality. Reviewed and corrected documents and files for accuracy, improving clarity and readability for end users.

Updated lien holder information for efficient communication with auto recovery agents. Executed skip tracing to successfully locate collateral for recovery efforts. Duties included data entry, email and telephone communication to banks and recovery agents. Assisted as an interpreter for the company during phone and in-person communications. Managed high volume of daily calls to facilitate effective communication and support. Able to type while reading a document or speaking on the phone.

• Performed periodic audits of existing data entry systems for accuracy.
• Utilized automated computer systems for data entry and tracking purposes.
• Managed membership database including data entry of new memberships.

Collected payments on unsecured accounts from original creditors and clients, ensuring recovery of outstanding debts. Delinquency levels included from low hundreds to high thousands with no collateral. Conducted skip tracing to locate individuals and identify potential assets for legal action, enhancing collection efforts. Provided interpretation services for clients during communications, facilitating clearer understanding and resolution. Handled multiple calls a day. Able to type while reading a document or speaking on the phone.

• Developed strategies for improving collections performance levels.
• Generated weekly reports summarizing collections activities, delinquencies, charge-offs.
• Organized special events related to library collections or services.

Contacted and collected on past due accounts via telephone, managing portfolio from early delinquency to charge off. Specialized in skip tracing and negotiation to optimize collections process.

• Reviewed monthly financials including rent rolls, delinquency reports and receivables collections.
• Assisted with research projects related to collections activities.
• Participated in training sessions designed to improve collections process efficiency.

Contacted delinquent customers via telephone, U.S. mail, and field visits to recover past due amounts.

• Analyzed revenue trends and proposed strategies to increase revenue collections.
• Compiled trend reports highlighting key looks from different seasons’ collections.
• Initiated legal proceedings for collections when necessary.

Specializing in the location and recovery of high risk delinquency accounts and/or collateral for the prevention of charge off. Employed skip tracing tools including Accurint, FastData, Experian, and 3rd party contacts to locate high-risk accounts. Oversaw high volume of delinquency accounts, maintaining regular telephone communication to facilitate collections. Negotiated reinstatement of repossessed collateral, contributing to recovery efforts. Practiced and performed collections under FDCPA regulations.

• Oversaw design process for new product lines and collections.
• Assisted in creating look books for upcoming collections.
• Ensured compliance with federal and state collections laws and regulations.