Gustavo Flores
Deltona,FL
Summary
Motivated Business professional versed with 15 years experience in Credit Card, Collections, Sales, Mortgage, Fraud, Complaints, and Elite VIP Client Account Management. Proficient in customer service best practices and related options.
Overview
12
12
years of professional experience
Work History
Collections Specialist Tier 4
American Express, AMEX
09.2022 - 11.2023
- Serviced Elite Clientele accounts with High Net Worth credit cards.
- Worked remotely handling manual and automatically dialed outbound/inbound calls.
- Analyzed customer financial records to determine appropriate payment plan.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full and avoid negative impacts to clients and bank.
- Managed 150+ accounts per day
- Decreased loss to bank by 10%.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Established relationships with customers to encourage trust and payment of delinquent accounts.
Fraud Investigator I
CardWorks
06.2021 - 07.2022
- Responsible for working both fraud and dispute files to determine if further chargeback rights exist, in accordance with the Association Rules and Regulations, and to minimize losses on fraud accounts.
- Handle calls for new and existing fraud claims
- Make sound decisions and take appropriate actions to act in the best interest of the clients and company
- Handle any exception issues from management, clients, or other areas of company
- Investigate fraud claims via contacting merchants directly through calls and/or email
Research Remediation Associate
Wells Fargo
10.2020 - 06.2021
- Resolving customer complaints by processing the intake of escalated cases
- Underwriting, regulatory compliance, fraud, fair lending, and servicing,
- Research resolution options
- Communicate via email/phone with customers, merchants and bankers
- Create and maintain detailed database to track process of complaints
- Review of in-process, closed, or canceled single loan/ credit exceptions, applications, claims, files, and /or online transactions
- Determine if processes and documentation are in compliance with internal company requirements
Business Account Manager
Sprint/BISO
03.2018 - 06.2020
- Provide wireless solutions for 350+ small and medium business accounts including M2M connections, Cloud solutions, and Fleet telematics
- Assess business needs and create proposals using Excel to further utilize solutions/base selling
- Successfully reach and surpass sales targets and goals on a monthly basis
Executive Client Services Senior Specialist L
JP Morgan Chase & Co
07.2013 - 03.2018
- Manage Elite accounts focusing on VIP Clientele, Business Owners, Relationship Managers, Private Bankers, Military, and High Net-Worth Members
- Resolve an average of 100-200 elite accounts per day finding solutions to meet and exceed the expectation of our clients
- Reach customers to schedule payments, assess needs, and schedule appointments via phone and email
- Identify and escalate Fraud /Dispute cases
- Follow state regulations and bank policy requirements while averaging 5 star ratings in our customer satisfaction surveys
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
Loan Document Specialist III
Wells Fargo Home Mortgage Services
11.2011 - 03.2013
- Research and identify errors in mortgage loan process
- Upload documents and submit them to existing file for a final file review.
- Analyze complex loan transactions
- Train new employees on system operations and protocols
Education
High School Diploma -
North Bergen High School
New Jersey2002
Skills
- Fluent in Spanish and English
- Seasoned Credit Card and Banking expert
- Elite Clientele
- Call Center Processes
- Handling of Escalation calls
- Problem Investigations
- Collection / Customer Service Calls
- Regulation and Compliance Standards
- Payment Solicitation
- Complex Problem-Solving
- Fraud claims
- Fraud detection
- Dispute resolution
- Client relationship building
- Competitive in workplace
- Debt negotiation
- Skillful in persuading others effectively
- Client needs analysis
- Efficient in Microsoft Office/Outlook/Word/Excel/Email/Pega
Accomplishments
- Achieved recognition for being in Top 10% of collectors by negotiating loss to the bank with accuracy and efficiency.
- Honored by having calls selected for Management round table discussions on examples of call flow and best practices.
- Recognized by clients through company surveys for providing top customer experience.
- Achieved Top Collector Bonus Incentives for meeting and surpassing company goals.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Collections Specialist Tier 4
American Express, AMEX
09.2022 - 11.2023
Fraud Investigator I
CardWorks
06.2021 - 07.2022
Research Remediation Associate
Wells Fargo
10.2020 - 06.2021
Business Account Manager
Sprint/BISO
03.2018 - 06.2020
Executive Client Services Senior Specialist L
JP Morgan Chase & Co
07.2013 - 03.2018
Loan Document Specialist III
Wells Fargo Home Mortgage Services
11.2011 - 03.2013
High School Diploma -
North Bergen High School
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