Beto D Thomas
AZ
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Account Review Specialist
Bank of America
Phoenix, AZ
05.2024 - Current
- Proactively reach out to up-to-date clients exhibiting behaviors indicating potential delinquency, engaging in productive conversations about their financial wellness.
- Establish strong client relationships by demonstrating empathy and understanding of their financial situations, providing tailored repayment solutions to meet their needs if needed.
- Provide daily assistance to peers as the subject matter expert, helping resolve complex cases and addressing challenging client situations to ensure a high level of service and effective problem resolution.
- Participate in T3 meetings with leadership to help facilitate and enhance the effectiveness of weekly IKnow meetings.
- Lead weekly IKnow and Connect Huddle meetings, providing updates relevant to my role and addressing any questions to ensure alignment and clarity.
- Serve as the primary point of contact for associates seeking side-by-side sessions to gain insights into my role and explore future career opportunities.
- Frequently selected for executive call listening sessions, with calls used as exemplary models, receiving recognition from executives for professionalism and performance.
Senior Credit Assistance Specialist
Bank Of America
Phoenix, AZ
01.2023 - 05.2024
- Provided assistance to team members on-site and virtual associates, while effectively managing and completing all assigned responsibilities.
- Conducted multiple live listening sessions with associates facing performance challenges, providing targeted feedback and support to help them achieve success.
- Served as one of the primary mentors for associates, conducting side-by-side sessions in which they reviewed my calls to refine their skills and improve overall performance.
- Gained comprehensive understanding of the full credit card life cycle by working all stages of delinquency pre charge-off.
- Resolved inbound client inquiries by thoroughly analyzing their financial situations and providing personalized solutions, resulting in improved client satisfaction and issue resolution.
- Maintained high quality and performance scores across line of business.
Mortgage Loan Officer
Rocket Mortgage
Phoenix, AZ
07.2021 - 05.2022
- Analyzed and reviewed loan options for both potential borrowers and current clientele.
- Worked with underwriters to fix application problems and resolve issues.
- Explained different types of loans pertaining to client situations.
- Proactively identified solutions for customers experiencing credit issues.
- Adhered to all federal and state compliance mortgage lending laws.
Owner/Operator
Auto Elite Towing LLC
Phoenix, AZ
09.2019 - 12.2022
- Managed and handled company documents so that information could be created, shared, organized, and stored appropriately for employees and customers.
- Processed payments, filed records of transactions, and responded to escalated inquiries from internal and external contacts.
- Overlooked scheduling of vehicle shipments and follow-up with involved parties to maintain current shipment status and ensure successful completion of delivery.
Major Sales Associate
Costco Wholesale
Lake Zurich, IL
05.2015 - 05.2017
- Supported company mission by exhibiting honesty, integrity, and high-quality relationships with customers and colleagues.
- Addressed customers' diverse needs and inquiries and maintained knowledge of current products, prices, and availability to ensure quality customer service.
- Increased credit and loyalty program enrollment.
Credit Assistance Specialist
Bank of America
Phoenix, AZ
01.2023 - 03.2024
- Outreaching to delinquent or high- risk clients to secure payment and determine reason for delinquency on credit card accounts.
- Working with clients in a positive and professional manner to establish full balance repayment plans or settlements.
- Negotiating complex payment programs or arrangements while staying within collections compliance guidelines.
- Discovering the right solution for the clients that benefits both the clients and company in a positive and professional matter.
- Resolving client disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Education
High School Diploma -
Niles North High School
Skokie, IL05.2013
Skills
- Communications
- Sales
- Problem Solving
- Negotiation
- Debt management
- Reliable Multitasking Capabilities
Certification
SAFE Mortgage Loan Originator Test
Nationwide Mortgage Licensing System and Registry
(NMLS) ID 2182139
Languages
French
Aramaic
Timeline
Senior Account Review Specialist
Bank of America
05.2024 - Current
Senior Credit Assistance Specialist
Bank Of America
01.2023 - 05.2024
Credit Assistance Specialist
Bank of America
01.2023 - 03.2024
Mortgage Loan Officer
Rocket Mortgage
07.2021 - 05.2022
Owner/Operator
Auto Elite Towing LLC
09.2019 - 12.2022
Major Sales Associate
Costco Wholesale
05.2015 - 05.2017
High School Diploma -
Niles North High School