Alyssa Leal
Phoenix,and
Summary
Highly motivated individual with a passion for delivering excellent customer service. Skilled in problem-solving, active listening, and communication, seeking to leverage these abilities in an entry-level position at a forward-thinking company.
Overview
3
3
years of professional experience
Work History
Collections Agent Sr
Cenlar FSB
01.2024 - 03.2025
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Performing Loan Consultant
Shellpoint Mortgage Servicing
06.2023 - 01.2024
- Created personalized payment plans to mitigate account delinquencies.
- Managed inbound and outbound customer service calls, addressing diverse client questions and concerns.
- Supported diverse tax and insurance scenarios for client escrow accounts.
- Facilitated financing and refinancing opportunities for eligible homeowners.
Bill Pay Representative
FiservInc
08.2022 - 07.2023
- Check on the status of customer accounts, track checks and electronic payments
- Managed reversal and reissuance processes for check transactions, both electronic and paper.
- Evaluate customer requests for service charge refunds and process necessary documents to refund customer service charges as necessary
- Maintain accurate records of account activity and transactions to ensure compliance with industry standards
Education
Diploma -
Westland High School
Skills
- Communication Skills
- Customer Service
- Client Engagement
- Compliance
- Team Building
- Mortgage collections expertise
- Empathy and rapport
Timeline
Collections Agent Sr
Cenlar FSB
01.2024 - 03.2025
Performing Loan Consultant
Shellpoint Mortgage Servicing
06.2023 - 01.2024
Bill Pay Representative
FiservInc
08.2022 - 07.2023
Diploma -
Westland High School