Araceli Sanchez
San Antonio,TX
Summary
I am a very reliable, dependable when it comes to my career and more importantly passionate about what I drive into myself as well as how it shows in my work ethic. I have about 10 plus years in customer service but 5-6 years of being able to say that I have managed, trained, coached, throughout my career path in every role I've grown in. In every single role I have ever started out in, I have had the privilege and honor of experiencing and working with amazing supervisors and managers who have always helped me gain knowledge and nobleness of growing into the career I want and through being an asset to a team where I can always excell in.
Overview
5
5
years of professional experience
Work History
Collections/Settlement Specialist
Brundage Management Company
San Antonio, TX
10.2024 - Current
- Monitored loan status updates from underwriters and communicated any changes or updates directly to customers.
- Identified opportunities for process improvement within the collections department.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Prepared reports summarizing collection activity for management review.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Completed skip traces on customers failing respond to collection efforts.
- Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Attended weekly meetings with internal departments to discuss progress on collections efforts.
- Utilized various communication channels to contact debtors and negotiate settlements.
- Negotiated rates with customers and entered payments into accounting system.
- Coordinated with legal department on litigation processes for non-responsive debtors.
- Specialized in negotiation and resolution of environmental conflicts involving natural resource allocation and regional development planning.
- Negotiated payment plans and arrangements.
- Verified that all liens had been satisfied prior to closing transactions.
- Collaborated with colleagues within the organization to ensure efficient processing of settlements.
- Manuel work from skip tracing, phone systems, applications
- Authored settlement agreement documents containing resolutions and obtained signatures from both parties to finalize agreements.
- Maintained updated knowledge through continuing education and advanced training.
Bank Sales and Service Contact
USAA
San Antonio , TX
12.2023 - 03.2024
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers
- Developed strong relationships with key clients through regular communication and personalized support
- Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue
- Trained new team members on company policies, procedures, and best practices for delivering excellent customer service
- Built strong rapport with clients through regular communication channels including phone calls, emails, meetings etc
- Provided ongoing product training to clients, enabling them to maximize the value of their purchases
- Conducted regular business reviews with clients to identify areas for improvement and recommend additional products or services
Account Specialist
JPMorgan Chase
San Antonio, TX, TX
12.2021 - 01.2024
- Analyzed and reviewed confidential and highly sensitive investigative material
- concerning various parties
- Tracked chargeback activity to identify best practices for determining fraud
- Communicated with customers and company personnel, utilizing active listening
- and interpersonal skills
- Trained new team members on policies and procedures for claims handling
- Collaborated with quality team regarding quality assurance reviews
- Handled irate customers smoothly to achieve performance targets
- Answered incoming calls and emails, providing frontline customer support or
- assistance with product and service transactions
- Answered inbound calls, chats and emails to address and update customers
- concerns on, ongoing claim investigations
- De-escalated problematic customer concerns, maintaining calm, friendly
- demeanor
- Mentored new employees on procedures and policies to maximize team
- performance
- Off the phone projects
- Assisted team(s) with coaching and side by sides
- Exercised good judgment and decision-making in escalating concerns and
- resolving issues
- Led team meetings and one-on-one coaching sessions to continuously improve
- performance
- Company work laptop-to help manage and assist division chats when needed
Online Fraud
Wells Fargo
San Antonio, TX
01.2020 - 03.2021
- Handled Online wires-customers would dispute either to continue with fraud claim or confirm it was authorized
- Online Fraud systems/(Prevent) (Hogan-backup for Online Fraud
- Assisting customers in corresponding with Reg E
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
- Provided exemplary level of customer service to all individuals, including customers and company personnel
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Gathered evidence, which included, but not limited to statements, financial documentation
- Email/Phone work space
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties
- Tracked chargeback activity to identify best practices for determining fraud
- Used multiple data sources to derive end-to-end fraud performance metrics
Education
Associate of Arts - Paralegal Studies
San Antonio A&m
San Antonio, TX06-2027
High School Diploma -
John Jay High School
San Antonio, TX06.2017
Skills
- Reliable & Trustworthy
- Flexible Schedule
- Conflict Resolution
- Team Building
- Supervision & Leadership
- Friendly, Positive Attitude
- Fluent in Spanish
- Microsoft Office
- Organizational Skills
- Critical Thinking
- Training & Development
- Computer Skills
- Relationship Building
- First Aid/CPR
- Banking Ethics Knowledge
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Collections/Settlement Specialist
Brundage Management Company
10.2024 - Current
Bank Sales and Service Contact
USAA
12.2023 - 03.2024
Account Specialist
JPMorgan Chase
12.2021 - 01.2024
Online Fraud
Wells Fargo
01.2020 - 03.2021
Associate of Arts - Paralegal Studies
San Antonio A&m
High School Diploma -
John Jay High School
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