Arline Razcon
Sacramento,CA
Summary
As a bilingual representative with experience of more than 15 years my primary background is in customer service, debt collections, asset recovery, and litigation. My primary objective is to support customers, and staff to ensure exceptional services in all areas of the workplace. I aim to create a productive and positive work environment by communicating effectively with team members, setting, and executing clear goals.
Overview
9
9
years of professional experience
Work History
Escalations Specialist, Compliance
Golden 1 Credit Union
Sacramento, CA
06.2019 - 08.2022
- Assist with escalated calls from members, branches, and Golden 1 staff as needed.
- Oversaw the department during manager, or supervisor absence.
- Research and respond to inquires from members, other Golden 1 departments, and branches on delinquent loans and account problems.
- Process repossessions, reinstatements, and redemption request.
- Participated in regular meetings with management to discuss escalated case progress and solutions.
Member Care Representative II
Golden 1 Credit Union
Sacramento, CA
05.2018 - 06.2019
- Perform investigations to locate members with delinquent loans, and negative accounts.
- Accept incoming telephone inquiries for the resolution of delinquent accounts from members, and Golden 1 staff.
- Possess the knowledge and ability to assist with the training process of newly hired representatives.
- Communicate and interact with law enforcement agencies, judicial departments, legal counsel, and peer collectors to minimize outstanding accounts
Default Resolution Analyst
ECMC (Educational Credit Management Corporation)
Rancho Cordova, CA
11.2013 - 03.2017
- Maintain current and accurate knowledge of the Federal Family Education Loan (FFEL) program, laws, and regulations.
- Independent caseload management of approximately 100 cases.
- Perform research and analysis to determine reasons for delinquency and present solutions.
- Document clear, concise, and accurate information regarding conversations with customers, and any financial documentation received regarding their account.
- Contribute to department objectives by meeting monthly goals to generate revenue.
Education
GED -
Freemont Adult & Continuing Education
Sacramento, CA06-2006
Skills
- Escalation Management
- Compliance Monitoring
- Microsoft Office
- Critical thinking
- Project and Data Management
- Negotiations
Timeline
Escalations Specialist, Compliance
Golden 1 Credit Union
06.2019 - 08.2022
Member Care Representative II
Golden 1 Credit Union
05.2018 - 06.2019
Default Resolution Analyst
ECMC (Educational Credit Management Corporation)
11.2013 - 03.2017
GED -
Freemont Adult & Continuing Education
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