Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Heriberto Robles

Phoenix,AZ

Summary

Ability to provide excellent customer service in person and on the phone, handle multiple tasks and frequent interruptions. Capable to handle stressful situations with calmness and courtesy while communicating effectively, both orally and in writing. Excellent records and file management skills. Proficient with computers and experienced in MS Word, Excel, Outlook. Bilingual(Spanish). 15+ Years call center experience.

Overview

19
19
years of professional experience

Work History

Fraud Operations Analyst I

JPMorgan Chase
07.2023 - Current
  • Assume responsibility for various fraud cases, ensuring adherence to line-of-business procedures approximately 26 cases aday.
  • Provide written/verbal merchant communication to support both direct case work and merchant inquiries. Performing adverse action, follow-ups with relationship managers, merchants and business partners.
  • Provided daily performance and quality reports for management, offering valuable insights and facilitating effective daily reviews.
  • Prepare detailed reports documenting findings and actions taken.
  • Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.

Sr Specialist III

J.P Morgan Chase
05.2019 - 07.2023
  • Communicate transparently and effectively via phone with customers in reference to their past due auto accounts at various stages in delinquency.
  • Consistently employ analytical and critical thinking skills to regularly solve problems and overcome hurdles by providing appropriate solutions
  • Efficiently perform skip tracing activities as necessary to prevent charge off and prevent bank loss
  • Resolve conflicts and manage customer expectations Perform task well independently and as a team to consistently achieve department goals.
  • Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
  • Identified areas in need of critical improvement and implemented strategies to achieve targets.

Collector 3

Regional Acceptance Corporation(BB&T)
03.2017 - 05.2020
  • Evaluate each account and determine the best course of action for the customer in resolving the problem permanently to avoid any further delinquencies, ensured all accounts were worked according to business strategy and within quality assurance guidelines
  • Educate the customer about the terms and conditions of their contract
  • Call loan accounts that are 1-91 days past due and collect payments to bring accounts current
  • Skip-trace accounts for location of customers
  • Maintain daily and monthly production, quality, and service standards
  • Coordinate collection efforts with sales force and obtain necessary documentation for the file
  • Request credit reports, title reports.

Project Lead

TaTa Consultancy Service
07.2015 - 01.2017
  • Reviewed and filed contract applications for SunEdison Energy Group
  • Contacted energy consultant to optimize performance on solar systems
  • Took incoming calls from energy consultant to modify contract or cancels projects
  • Assisted partners with any issues they might have on NetSuite or with the customer credit approval
  • Met monthly goal to review and file 300 contracts for 7 months straight.

Loss Mitigation/Recovery Specialist

Flagship Credit Acceptance
04.2014 - 05.2015
  • Contact customers by telephone to solicit payments and determine reasons for overdue payments, establish repayments schedules
  • Locate customers with the assistance of skip tracing tools (Lexus nexus
  • Accurint
  • Yellowpages.com)
  • Perform various administrative functions for assigned accounts (Address changes and other contact information)
  • Maintain strict confidentiality with customer account information
  • Met roll goal 6 out of 9 months
  • Was promoted to mid stage collector within 2 months.

Collector 3 Specialist

Wells Fargo Auto Finance
08.2008 - 02.2014
  • Collected on designated high risk delinquent accounts (30-120 Days past due)
  • Maintain good customer relations with borrowers and effectively solved problems in an effort to resolve account delinquency and prevent loss
  • Perform advanced loss prevention activities (i.e
  • Skip tracing, field chasing, account settlement) or administrative work
  • Took escalated calls (Spanish and English)
  • Helped supervisor train new hires (Shaw, door knocks, hogan, fast data) Consecutively met delinquency goal 8 out of 12 months
  • Was promoted within the company to different stages of collections.

Supervisor

Quality House Painting
03.2005 - 07.2008
  • Assistant supervisor, fulfilling warranty obligations and customer service for major housing corporations (Fulton's homes, Kb homes, Pulte homes) Painted houses inside and out, also did repair on drywall, baseboards
  • Installed windows, front doors, garage doors
  • Contacted track supervisors to verified work were completed and meet customer needs.

Education

Paradise Valley Community College
Phoenix, AZ
01.2006

Paradise Valley High School
Phoenix, Arizona
01.2004

Skills

  • Excellent verbal and writing communications

  • Reporting skills

  • Operational Efficiency

  • Workflow Optimization

  • Experience in leadership positions

  • Supervisor, Assistant supervisor, team lead

  • Knowledgeable of Microsoft Office

  • Word, Excel and PowerPoint

  • 10 years of customer services and collections

  • 4 years in construction experiences

References

Available upon request

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Fraud Operations Analyst I

JPMorgan Chase
07.2023 - Current

Sr Specialist III

J.P Morgan Chase
05.2019 - 07.2023

Collector 3

Regional Acceptance Corporation(BB&T)
03.2017 - 05.2020

Project Lead

TaTa Consultancy Service
07.2015 - 01.2017

Loss Mitigation/Recovery Specialist

Flagship Credit Acceptance
04.2014 - 05.2015

Collector 3 Specialist

Wells Fargo Auto Finance
08.2008 - 02.2014

Supervisor

Quality House Painting
03.2005 - 07.2008

Paradise Valley Community College

Paradise Valley High School

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Heriberto Robles