Summary
Overview
Work History
Education
Skills
References
Timeline
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FRANCES CALLES

FRANCES CALLES

Glendale,AZ

Summary

Results-driven Sr. Collections Specialist with extensive experience at Wells Fargo Bank. Adept at debt recovery and conflict resolution, with a proven track record of managing large portfolios and achieving over $3 million in recoveries. Detail-oriented with strong problem-solving skills, committed to compliance and enhancing customer satisfaction through effective communication. Successfully worked remotely without supervision, utilizing an automatic dialer in a fast-paced environment.

Overview

26
26
years of professional experience

Work History

Sr. Collections Specialist

Discover Card
07.2024 - 02.2025
  • Answered customer questions regarding account discrepancies or problems.
  • Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Contacted customers with delinquent accounts to solicit payment.
  • Adhered to all federal, state, and local laws governing debt collection practices.
  • Advised delinquent customers on strategies for debt repayment.
  • Accepted and processed customer payments and applied toward account balances.
  • Managed approximately 12 inbound /outbound calls on a automated dialer daily from customers.

Legal Process Support Service Specialist

Rose International/MUFG Union Bank
03.2022 - 06.2024
  • Read, interpret, and process a wide variety of complex legal documents such as court orders, levy's, subpoenas, garnishments, and other legal papers
  • Administrative support with Legal Processing Department
  • Quality Control of customer letters and mailing legal documents to customers
  • Managed approximately 50 to 65 Inbound / Outbound Customer Calls, emails, and faxes per day from customers.
  • Provide secondary review of departments Daily Quality Control Report
  • Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%

Sr. Policy/Plan Svc Coordinator

Voya Retirement Insurance
01.2020 - 02.2021
  • Spearheading and managing programs, ensuring everything runs smoothly and efficiently
  • My responsibilities revolve around retirement, 401k, & IRA accounts securing funding
  • Reviewing and screening requests, calculating new premiums, issuing new policies and associated documentation
  • Issuing retirement funds to customers depending on what form they want it sent
  • Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 30%

Customer Service Representative

One Main Financial
10.2016 - 06.2019
  • Confer with customers by telephone to provide information about products or services, take or enter payments, cancel accounts, or obtain details if complaints
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as action taken
  • Check to ensure that appropriate changes were made to resolve customer problems
  • Determine charges for services requested, collect deposits or payments, and apply payments to customer's accounts
  • Helping customers with their online accounts unlocking online accounts, setting up new online accounts, unlocking online accounts, changing passwords, changing email address, & setting up their rewards points
  • Managed approximately 120 incoming calls per day, also emails from customers
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Sr. Collection Specialist

Wells Fargo Bank
10.2002 - 01.2016
  • Company Overview: Commercial Business and Auto Recovery Collection Specialist
  • Business Direct: Find the best strategy to manage a large portfolio of accounts each month to exceed goals consistently
  • Analyze large amounts of financial data from many different sources to form effective solutions for minimizing and recovering bank losses
  • Manage a large portfolio independently post charge off
  • Extensive problem solving skills in working within departmental guidelines to deliver a better customer experience as well as keeping the banks interest in mind
  • Utilize my years of experience analyzing credit bureau, taxes, financial statements, Dun and Bradstreet, to evaluate the customers' ability to pay
  • Work closely with upper management to present a well-formed written presentation to justify my decision for resolution
  • Brought 3.2 Million last year in recovery of default debt
  • Collected financial permanent documents by reviewing all three credit bureaus, tax information, asses personal assets, property, Dunn and Bradstreet to present to upper management for approval
  • Worked each account independently from first contact, evaluation, follow up, presentation, and conclusion
  • Extensive experience with FDCPA rules and regulations
  • Responsible for managing my time with very little supervision to exceed goals
  • Collection Specialist worked on a large volume of credit cards and business lines accounts as well as auto in every stage of delinquency
  • Worked with customers to evaluate each situation and implement forbearance when justified
  • Review accounts to quality consumer for loss mitigation if applicable
  • Preparing financial debt to income information, financial documents for settlements and modification while maintaining excellent quality
  • Commercial Business and Auto Recovery Collection Specialist
  • Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
  • Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery.

Education

High School Diploma -

Alhambra High School
Phoenix, AZ
05-1996

Skills

  • Effective Communication Skills
  • Inbound/Outbound Customer Calls
  • Quality Control Levy's Maintain Procedures
  • Multitasking
  • In & Outgoing of Legal Mail
  • Microsoft Office
  • Debt recovery
  • Conflict resolution
  • Skip tracing
  • Call center experience
  • Collections
  • Payment processing
  • Debt negotiation

References

AVAILABLE UPON REQUEST

Timeline

Sr. Collections Specialist

Discover Card
07.2024 - 02.2025

Legal Process Support Service Specialist

Rose International/MUFG Union Bank
03.2022 - 06.2024

Sr. Policy/Plan Svc Coordinator

Voya Retirement Insurance
01.2020 - 02.2021

Customer Service Representative

One Main Financial
10.2016 - 06.2019

Sr. Collection Specialist

Wells Fargo Bank
10.2002 - 01.2016

High School Diploma -

Alhambra High School

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