Gustavo Moncada
Customer Service Analyst
Phoenix,AZ
Summary
Precise Customer & Account Services Analyst with 3 years of experience working with financial accounts and risk management. Skilled at fixing account and data discrepancies and using Excel. Proven history of resourcefulness, accuracy and extensive knowledge of the Financial Services industry.
Overview
3
3
years of professional experience
Work History
Account Services Analyst
Santander Consumer USA
Mesa, AZ
05.2019 - Current
- Customer Assistance & Collections: Maintained a consistent call flow with constant awareness of risk and regulatory compliance while speaking with 80 - 150 inbound / outbound customers per day.
- Actively negotiated with customers about their ability to repay, Analyzed what the customer was saying and what their account activities communicated.
- Had uncomfortable conversations with customers about hardships, asking probing questions to determine the root cause of hardship and better understand their situation. Worked with customer to apply any available options and showed empathy with customers when no loan modifications were available.
- Processed Loan Modifications, paid attention to subtleties like what color is the car, made sure to include verifications, walked customers through any changes taking place, sometimes took on technical support helping customers make payments, set up their online profile.
- Backend Originations Support: Audited contract and ancillary product documents for 100-200 accounts per day. Verified data on customer's contract packages matched the accounts records in MySup system. Made corrections and updated accounts that had inaccuracies.
- Audited Accounts focusing on Early Payoff and Total Loss instances. Used excel formulas to verify the earned benefit of the GAP, Credit Life & Disability Insurance, and extended warranty contracts.
- Audited customer transaction histories as well as PeopleSoft to verify customer has received their product refund as a credit to their Loan Balance. Verified check details for customer's that had accounts close.
- Audited newly funded contracts with F&I Sentinel program to verify that the dealer network and funding team were using the approved format for GAP, Credit Life & Disability Insurance, and extended warranty contracts.
- Participated in regularly scheduled feedback and information exchange sessions with peers and leadership.
Bookkeeper
ISS Facility Services, GoDaddy Tempe
Tempe, AZ
04.2018 - 04.2019
- Invoicing: Reconciling invoices & statements from vendors, receiving & submitting invoices for payment, auditing invoices to ensure amounts & on-time payments to vendors.
- P/Cards: Reconciling, allocating & monitoring charges made with
Guckenheimer/ISS AMEX & Chrome River Visa cards. - Cash handling: Verified safe funds and cash drawer for on site Cafe's in Tempe, Gilbert, and Scottsdale.
- Labor: Monitored hourly staff's activity via TimeClock Plus, fixed missed lunches, breaks, verified and approved PTO requests.
- Reporting: Submitted Weekly/Monthly operating reports to Unit Director & Guckenheimer/ISS Corporate Accounting.
- Generated and Audited expense and sales reports in excel with features like VLOOKUP and Pivot tables.
Shift Leader
Panda Express
North Canton, OH
01.2016 - 01.2018
- Trained 2 External hire AMIT's on cash handling policies and procedures.
- Trained 1 External hire GMIT on Ever-clean (Private food safety auditing company) and Health department inspection procedures as well as steps to take to maintain maximum food safety.
- Counted inventory & Placed truck orders based on weekly usage, previous year sales, and weekly sales forecasts to maintain low food cost.
- Trained ALL new and existing associates on serving and guest service procedures for the serving line and Drive-Thru as evaluated in Operational Service Audits (secret shoppers).
- Rotated associate breaks at proper times to ensure maximum head count during peak hours and maintain low labor costs during slow periods.
- Assigned cash drawers to associates, exchanged funds, and performed cash pulls after peak hours.
- Reviewed and followed up about errors in time cards.
- Performed end of day sales report and cash deposit.
Education
High School Diploma -
Jackson High School
Jackson, OH 08.2006 - 05.2017
Skills
Bookkeeping
Active Listening
Creativity
Reporting in Excel
Interdependence in a team environment
Consistency in a dynamic environment
Empathy
Timeline
Account Services Analyst
Santander Consumer USA
05.2019 - Current
Bookkeeper
ISS Facility Services, GoDaddy Tempe
04.2018 - 04.2019
Shift Leader
Panda Express
01.2016 - 01.2018
High School Diploma -
Jackson High School
08.2006 - 05.2017