Summary
Overview
Work History
Education
Skills
Social Networks
Timeline
Generic

Charlotte Ortiz

Glendale,AZ

Summary


  • I have a drivers license.
  • I have assistant supervisor experience.
  • I have a security clearance.

Overview

26
26
years of professional experience

Work History

Member Resolution specialist I - MRT HL

USAA
09.2013 - 04.2024
  • Explained banking products and services to customers over the phone
  • Assisted customers with questions, escalation complaints, and complexed account issues
  • Assisted member service representatives with complex customer calls
  • Worked off site from home

Senior Real Estate recovery Collector

Gatestone and Co.
08.2012 - 09.2013
  • Collected or adjusted more complex secured Home Equity accounts for 1st party client USAA
  • Contacted customers via telephone in regard to delinquent account
  • Worked with customers to arrange for acceptable payoffs, settlements, short sales, or refinances of their home equity loan
  • Skip traced accounts that included contacting creditors, employers, and personal references to locate customers
  • Prepared all necessary documents, files, and notes
  • Have full understanding of FDCPA, consumer credit law, financial analysis and limited bankruptcy knowledge
  • Exceeded personal and team collection goals monthly

Senior Collector

Bank of America
01.2008 - 06.2011
  • Utilized multi computer screens and programs to collect customers that have several different accounts such as consumer lending, small business, auto loans, real estate
  • Located and notified customers with delinquent accounts and attempted to secure payment, using postal services telephone
  • Mailed form letters to customers to encourage payment of delinquent accounts
  • Conferred with customers by telephone in attempt to determine reason for overdue payment, reviewing terms of sales, service, and credit contract with customer
  • Used automated telephone dialing system to contact customers and computer to record customer account information
  • Offered payment programs credit counseling options to customers
  • Provided continued customer service
  • Have full understanding of FDCPA, consumer credit law, financial analysis and limited bankruptcy knowledge
  • Exceeded personal and team collection goals monthly

Real Estate Recovery Specialist IV

JP Morgan Chase
01.2006 - 12.2007
  • Collected or adjusted more complex secured Home Equity accounts
  • Contacted customers via telephone in regard to delinquent account
  • Worked with customers to arrange for acceptable payoffs, settlements, short sales, or refinances of their home equity loan
  • Negotiated with investors to purchase delinquent notes
  • Skip traced accounts that included contacting creditors, employers, and personal references to locate customers
  • Prepared all necessary documents, files, and notes
  • Have full understanding of FDCPA, consumer credit law, financial analysis and limited bankruptcy knowledge
  • Exceeded personal and team collection goals monthly

Patient Care Assistant

Banner Good Samaritan Medical Center
10.2004 - 01.2006
  • Answered signal lights, bells and intercom system to determine patients needs
  • Served and collected food trays and fed patients requiring help
  • Transported patients, using wheelchair and wheeled cart and assisted patients to walk
  • Recorded temperature, blood pressure, pulse and respiration rates, food and fluid intake and output, as directed
  • Cleaned, sterilized, stored, prepared and issued dressing packs, treatment trays and other supplies
  • Learned all aspects of HIPAA and code of conduct in a patient care facility
  • Assist nurses with patient care, Admit and discharged patients
  • Filling, data entry, have full knowledge of medical terminology, answer incoming calls from physicians
  • Maintained high standards of excellence

Collector III

Chase Card Member Services
10.2002 - 10.2004
  • Assisted card holders with accounts 120 days delinquent
  • Provided options and discussed payment arrangements
  • Skip tracing, data entry, take inbound and outbound calls

Credit Consultant

Qwest Communications
05.1999 - 09.2002
  • Took inbound telephone calls from customers
  • Assisted in restoring disconnected service
  • Collected on delinquent telephone accounts
  • Discussed payment options and arrangements
  • Explained use of new services and features

Teller Customer Relations

Wells Fargo
12.1997 - 05.1999
  • Accounts services and assisted in banking transactions
  • Opened new accounts
  • Assisted with merchant services
  • Filing, and some data entry

Education

Psychology - Grief Therapy And PTSD

Grand Canyon University
Phoenix, AZ

Certificate - Nursing Assistant

Nursing Assistant
01.2004

Skills

  • Sandwich artist
  • Computers
  • Phone register
  • De-escalation techniques
  • Coaching and mentoring
  • Assertiveness
  • Conflict resolution skills
  • Document preparation
  • Information collection
  • Team building
  • Negotiation management
  • Conflict mediation
  • Deductive reasoning
  • Agreement preparation
  • Meeting facilitation
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Critical thinking
  • Organizational skills
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Decision-making
  • Situational awareness
  • Relationship building
  • Professional ethics
  • Task prioritization
  • Stress tolerance
  • Interpersonal skills
  • Self motivation
  • Analytical thinking
  • Conflict resolution
  • Goal setting
  • Professionalism
  • Interpersonal communication
  • Time management abilities
  • Adaptability
  • Continuous improvement
  • Conflict management
  • Problem-solving aptitude
  • Independent Decision-making
  • Reading comprehension
  • Persuasion skills
  • Complex problem resolution
  • Analytical skills
  • Creative solution development
  • Disputant relations
  • Communication proficiency
  • Dispute management
  • Mediate disputes

Social Networks

https://ivanArmenteros, https://ivan,ax, https://www.linkedin.com/in/craigpcampbell

Timeline

Member Resolution specialist I - MRT HL

USAA
09.2013 - 04.2024

Senior Real Estate recovery Collector

Gatestone and Co.
08.2012 - 09.2013

Senior Collector

Bank of America
01.2008 - 06.2011

Real Estate Recovery Specialist IV

JP Morgan Chase
01.2006 - 12.2007

Patient Care Assistant

Banner Good Samaritan Medical Center
10.2004 - 01.2006

Collector III

Chase Card Member Services
10.2002 - 10.2004

Credit Consultant

Qwest Communications
05.1999 - 09.2002

Teller Customer Relations

Wells Fargo
12.1997 - 05.1999

Certificate - Nursing Assistant

Nursing Assistant

Psychology - Grief Therapy And PTSD

Grand Canyon University

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Charlotte Ortiz