Catricas Myles
Fort Worth,Texas
Summary
To utilize operational skills in a company to ensure customers are satisfied with products and services; increase company revenues and profits and facilitate team growth while continuing in learning and experience. I am seeking a position that offer a variety of assignment. That will offer challenges and opportunity. I want to implement my experience effectively and positively.
Overview
25
25
years of professional experience
Work History
Specialized Services Rep
Santander
10.2015 - Current
- Assign to service accounts related to one of the following departments
- Deceased Borrowers, Service Members Civil Relief Act (SCRA), Out of Country (OOC), Bankruptcy and Cease & Desist (C&D)
- Worked with little or no supervision, to exercise discretion and good judgement when making decisions about accounts, and to represent the company in a professional manner
- Utilizes various source to validate SCRA eligibility for customers that request protection in accordance with SCRA
- Verifies and prepares Probate Claim where necessary on Deceased Borrowers
- Actively pursues accounts holders to request all associated documents
- Reviews all accounts information and compiles associated documentation to determine coverage level and validity to refer for approval
- Monitors systems to ensure eligible accounts are active, updated to reflect coverage and/or loan modifications
- Handles customers calls and service accounts in accordingly and monitors accounts
- Accurately reviews and validates court documents, account data, and referrals to local counsel
- Performs timely Bankruptcy functional servicing
- Processes Loan Modifications when plan treatment is verified, or reaffirmation agreement modification are made
- Requests litigation action to protect SCUSA interest in the collateral
- Reviewed Attorney documents verbiage that’s on document to determine how account and request needs to handle
- Processed communicated with legal for approval or denial
- Ensured debtor is paying SCUSA in accordance with the Bankruptcy plan or term of contract
- Services Inbound calls via Intercept/Overflow in accordance with Quality Assurance (QA) requirements
- Ensures compliance with policies and procedures with the Fair Debt Collection Practice Act and Bankruptcy Code
- Escalates risk issues identified to manager
- Properly documents all account activity in the computer system
- Contributed to process improvements by sharing feedback from customer interactions with management teams.
- Collaborated with team members to ensure seamless communication and consistent service delivery.
- Streamlined service processes for quicker response times, leading to improved customer experiences.
- Fostered a positive work environment by actively participating in team-building activities and promoting open communication between colleagues.
Loss Recovery Account Manager
Santander
07.2013 - 10.2015
- Maintained and reduced delinquency on accounts while minimizing losses through repossession
- Handle Outbound/Inbound calls for auto collections, collected on120 to charge off accounts
- Adhered to Loss Prevention on the balance owed
- Educated the customer about options to a Settlement Agreement in negotiating the balance owed
Late-Stage Collection
Santander
09.2010 - 07.2013
- Maintained and reduced delinquency on accounts while minimizing losses through repossession
- Resolved all accounts to a current status
- Handle Outbound/Inbound calls for auto collections, collected on40-90 days past due accounts, and collect in accordance to all state and federal laws inclusive of Fair Debt Collection Practice Act (FDCPA)
- Met assigned standards and expectation as required
- Ensure accounts were worked accounts to business strategy and within Quality Assurance guidelines
- Determined the reason for delinquency and assisted the customer in resolving the problem permanently, to avoid any further delinquencies
- Educated the customer about the term of the contract
- Worked with little or no supervision, to exercise discretion and good judgement when making decisions about accounts, and to represent the company in a professional manner
Collections
Citigroup
05.2000 - 09.2010
- Handle Outbound/Inbound calls for credit cards and mortgage collections, collected on30-90 days past due accounts
- Determined the reason for delinquency and assisted the customer in resolving the problem permanently, to avoid any further delinquencies
- Monitors systems to ensure eligible accounts are active, updated to reflect coverage and/or loan modifications
Education
High School Diploma -
Trimble Technical High School
Fort Worth, TX05-1991
Skills
- Attention to detail
- Excellent communication
- Multitasking and organization
- Listening skills
- Data entry
- Customer retention
- Data processing
- Call center operations
- Account management
- Reporting and documentation
- Preventive maintenance coordination
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Problem-solving abilities
- Multitasking
- Critical thinking
Background Summary
- I possess more than20 years of proven experience in Customer Service, Computer skills, Collections4Credit-Cards, Mortgage, Commercial Loans and Auto Collections and Administrative Data Entry.
- Hard-working employee who always sustains an exceptionally positive disposition while simultaneously maintaining an easily coachable and teachable attitude.
- Maximizes resources to achieve and exceed organizational goals and increase productivity.
- Plans, prioritizes, handles and completes assignments within strict limitations while maintaining quality standards.
- My proven ability to transform ideas into reality and high-quality results, I believe that I would be an asset to your team.
Timeline
Specialized Services Rep
Santander
10.2015 - Current
Loss Recovery Account Manager
Santander
07.2013 - 10.2015
Late-Stage Collection
Santander
09.2010 - 07.2013
Collections
Citigroup
05.2000 - 09.2010
High School Diploma -
Trimble Technical High School
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