Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Itzel Guerrero

Collections Asssistant
Del Rio,TX

Summary

Competent Accounts Receivable Specialist bringing [Number] years of experience carrying out all accounts receivable functions in high volume environments. Proficient in tracking payments, resolving billing issues and preparing account statements. Recognized as dedicated professional driven to meet team targets and enhance bottom-line performance. Enthusiastic [Job Title] eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of [Task] and training in [Skill]. Motivated to learn, grow and excel in [Industry]. Experienced [Job Title] with over [Number] years of experience in [Industry]. Excellent reputation for resolving problems and improving customer satisfaction. Reliable employee seeking [Job Title] position. Offering excellent communication and good judgment.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Collections Assistant

Border Federal Credit Union
Del Rio , TX
05.2018 - Current
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Achieved performance goals on consistent basis.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Used skip tracing and other techniques to locate debtors.
  • Trained new team members on scripts, company services and collection strategies.
  • Notified co-signers of delinquent accounts to assist in collecting payments.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Entered client details and notes into system for interdepartmental access and review.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.

Member Service Representative

Border Federal Credit Union
Del Rio , TX
05.2009 - 08.2016
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Increased revenue by actively listening to customers and proposing optimal [Product or Service] offerings.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Effective liaison between customers and internal departments.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Effectively communicated with customers about account changes, new [Type] products or services and potential [Type] upgrades.
  • Cross-trained and backed up other customer service managers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Processed [Number] invoices each [Timeframe] and mailed documentation to clients.
  • Handled [Type] customers in fast-paced [Type] setting in coordination with solid team of [Number] customer service associates.
  • Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Entered orders into [Type] computer database system.
  • Communicated professionally with colleagues, freelancers and clients.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Provided ongoing guest service.
  • Process loans
  • Process and approved Shared, and CD secured loans

Housing Counselor Assistant

Border Federal Credit Union
Del Rio , TX
09.2005 - 05.2009
  • Maintained comprehensive client files according to program standards and physician requests.
  • Attended trainings, staff meetings and professional development seminars, enhancing performance and supporting departmental goals.
  • Relayed relevant patient care details to supervisory staff.
  • Prepared materials for individual and group therapy sessions, anticipating unique patient needs accordingly.
  • Provided emergency response in crisis situations to diffuse tensions and prevent violence.
  • Provided comprehensive case management services, created treatment plans and connected clients and families to appropriate resources.
  • Displayed sensitivity to cultural and linguistic needs of clients and families served.
  • Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
  • Provided classes for 1st time home buyers

Education

Associate of Arts - General Studies

Southwest Texas Junior College
Uvalde, TX
08.2009

Skills

  • Quarterly Reviews
  • Bankruptcy Processes
  • Payment Scheduling
  • FDCPA Compliance
  • Analytical and Critical Thinking
  • Problem Investigations
  • Credit Extension Negotiation
  • Administration and Management
  • Customer Inquiries
  • Service Quality Standards
  • Problem Identification
  • Financial Documentation
  • Administrative Support
  • Delinquent Account Notification
  • Overdue Balance Detection
  • Managing Defaults
  • Credit Accounts
  • Managing Delinquent Accounts
  • Updating Customer Accounts
  • Customer Advising and Referral
  • Credit and Collections
  • Account Monitoring
  • Collection Calls
  • Payment Solicitation
  • Negotiation and Resolution
  • Debt Repayment Negotiation
  • Skip Tracing
  • ATM Transactions
  • Customer Satisfaction
  • Past Due Procedures
  • Payment Analysis
  • Wire Transfer
  • Client Support
  • Spreadsheet Tracking
  • Complex Problem-Solving
  • Creative Solutions

Certification

  • VITA clerk, Border Federal Credit Union - This every year during tax season
  • Notary Public, Border Federal Credit Union - Since 2009

Languages

Spanish
Native or Bilingual

Timeline

Collections Assistant

Border Federal Credit Union
05.2018 - Current

Member Service Representative

Border Federal Credit Union
05.2009 - 08.2016

Housing Counselor Assistant

Border Federal Credit Union
09.2005 - 05.2009

Associate of Arts - General Studies

Southwest Texas Junior College

Similar Profiles

CREATE PROFILE
Itzel Guerrero Collections Asssistant