Alma Guzman
Richland,WA
Summary
Accomplished Collector II with extensive experience in debt recovery, vehicle repossessions, and customer account resolution. Consistently meets and exceeds daily and annual collection targets while maintaining strong client relationships. Skilled in coaching new team members and contributing to process improvements in a fast paced environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Collector II
Gesa Credit Union
Richland, WA
10.2021 - 12.2025
- Managed collections processes, ensuring compliance with regulations and internal policies.
- Collaborated with team members to develop strategies for improving collection rates and reducing delinquencies.
- Utilized collection software to track account status and optimize follow-up communications with members.
- Provided exceptional customer service while negotiating payment arrangements and addressing member concerns.
- Trained new staff on best practices in collections techniques, fostering a collaborative learning environment.
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
Collector I
Hapo Credit Union
Kennewick, WA
10.2016 - 09.2021
- Managed 100+delinquent accounts a day, implementing effective collection strategies to maximize recovery rates.
- Developed and maintained positive relationships with members, facilitating timely resolution of outstanding debts.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
Bilingual Vault Teller
Moneytree
Kennewick, WA
09.2011 - 07.2016
- Processed cash transactions efficiently while ensuring accuracy in financial operations.
- Provided exceptional customer service in both English and Spanish to enhance client satisfaction.
- Assisted in training new tellers on operational procedures and compliance regulations.
- Managed customer inquiries and resolved issues to maintain strong relationships and trust.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Education
High School Diploma -
Columbia Basin College
Pasco, WASkills
- Handles 100 accounts daily
- Repayment Plan Structuring
- FLUENT IN Spanish
- Skip Tracing
- Debt Negotiation
- Recovery Techniques Specialist
- Problem Solving & Conflict Resolution
- Multitasking
Certification
- Certified in Vehicle Impound & Repossession Procedures
- Experienced Trainer & Mentor for New employees
Timeline
Collector II
Gesa Credit Union
10.2021 - 12.2025
Collector I
Hapo Credit Union
10.2016 - 09.2021
Bilingual Vault Teller
Moneytree
09.2011 - 07.2016
High School Diploma -
Columbia Basin College