DIANA G. NUNEZ
Garfield
Summary
Collections & Recovery Operations: Experienced in defining and implementing effective collection and recovery procedures to ensure appropriate obtainment of revenue and minimization of loss. Auto Dialer System: Extensive expertise in predictive-dialer campaigns to provide front-end collections and recovery operations. Strengths: Exceptional presentation, negotiation, time management, and problem-solving skills. Solid reputation for exceeding established goals with uncompromising regard to customer service. Loyal, diligent professional with strong work ethics, drive, and ambition.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Collection Team Leader
Valley National Bank
03.2022 - Current
- Led collection strategies to optimize recovery rates and minimize delinquencies.
- Mentored team members, enhancing performance through training and support initiatives.
- Developed and implemented process improvements to streamline collections workflows.
- Analyzed account data to identify trends, informing strategic decisions for debt recovery.
- Handle all installment loans charge-offs
- Contacted clients with past-due payments and actively monitored payments due from clients.
- Maximized debt recovery by leveraging strong analytical skills in assessing each debtor''s unique financial situation and crafting tailored repayment plans accordingly.
Collection Specialist
Tower
04.2018 - 03.2022
- Contacted customers to determine reason for payment delinquency while obtaining payment commitment by placing outbound calls which are non-routine and require deviation from standard screens, scripts, and procedures.
- Negotiated workouts and repayment plans.
- Handled most complex collection inquiries and issues.
- Made decisions about acceptance/return of partial payments.
- Responsible for taking incoming calls and making outbound calls to past due customers.
- Adhered to all company policies and procedures and federal/state/local regulations.
Institutional Billing Representative
Bio-Reference (GeneDx)
02.2017 - 04.2018
- Monitor clients outstanding balances.
- Make collection phone calls to obtain client’s outstanding balances.
- Acquire that every client is up to date on their bills.
- Report monthly metric.
- Patient, government, and insurance refunds.
- Write-offs and assist clients with any inquire and/or requests.
- Work with clients regarding over and under payments.
- Work with collection agencies to obtain payment from patients.
- Communicate with client, patient, and agencies through emails for any updates.
- Communicate with patients to collect IIP (insurance paid patient).
Collection Specialist
Quest Diagnostics
08.2016 - 02.2017
- Conduct detailed investigative work to find missing patient insurance information.
- Make sure patient giving valid and accurate insurance information.
- Collect payments on past due collection invoices.
- Contact doctors’ offices to obtain patient’s insurance information.
- Make sure all documents all reported accurately in a manner time frame.
- Make sure all medical insurance coding are accurate for patient’s billing payout.
Collections Specialist
TD RETAIL CARD SERVICES
08.2012 - 08.2016
- Provide a high level of customer service to clients and customers.
- Collect payment on early-to-late delinquency private-label store credit-card accounts which have not been collected by earlier efforts and which require more individual review and attention to assigned collection goals.
- Conduct detailed investigative work to find missing borrowers, regularly utilizing skip-tracing tools and other techniques.
- Work with borrowers to establish rapport, understand their situations and hold them accountable for their commitments.
- Negotiate with borrowers, modify loan terms (if necessary) within authorized guidelines and obtain payment arrangements.
- Determine reason(s) for customer delinquencies and uses standard methods and procedures to secure payment.
- Evaluate customers capacity to handle the obligation through inquiry into their monthly household income and expenses.
- Establish contact with customers by telephone often through predictive auto-dialer campaigns in conjunction with offline cold calling campaigns.
- Remind customers of financial obligations and explain implications of debt nonpayment.
- Maintain familiarity with debt management counseling and information to provide to customers as necessary.
- (a division of TD Bank, N.A.)
Education
High School - Nursing
WILLIAM ALLEN HIGH SCHOOL
Allentown, PA01.2006
Skills
- MS Office Suite (Word, Excel, Outlook, Access)
- Adobe PDF
- Avaya – Mosaix Predictive Dialing System
- Davox Predictive Dialer System
- Ontario Systems – FACS
- Fiserv Extra! X-treme
- Nautilus
- QuickBooks
- Customer relations
- Account reconciliation
- Debt recovery expertise
- FLUENT IN SPANISH/ENGLISH
- Patience and persistence
Regulatory Compliance
- Fair Debt Collection Practices Act
- Fair Credit Reporting Act
- Gramm-Leach-Bliley-Act (Privacy Act)
- Telephone Consumer Protection Act
- Credit Card Accountability Responsibility and Disclosure Act (The Card Act of 2009)
- Health Information Portability Accountability Act
Technology Skills
- MS Office Suite (Word, Excel, Outlook, Access)
- Adobe PDF
- Avaya – Mosaix Predictive Dialing System
- Davox Predictive Dialer System
- Ontario Systems – FACS
- Fiserv Extra! X-treme and Nautilus
- QuickBooks
Languages
Spanish
Native or Bilingual
Timeline
Collection Team Leader
Valley National Bank
03.2022 - Current
Collection Specialist
Tower
04.2018 - 03.2022
Institutional Billing Representative
Bio-Reference (GeneDx)
02.2017 - 04.2018
Collection Specialist
Quest Diagnostics
08.2016 - 02.2017
Collections Specialist
TD RETAIL CARD SERVICES
08.2012 - 08.2016
High School - Nursing
WILLIAM ALLEN HIGH SCHOOL