Over a decade of financial experience
Ivan Santana
Round Lake,IL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
10
10
Certification
Work History
Collections Manager
Enova International
Chicago, IL
11.2024 - Current
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Supervised staff of collectors, monitoring phone calls and letters.
- Posted receipts to appropriate general ledger accounts.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Established relationships with key contacts at major clients' organizations.
Advised senior management on best practices related to collections policies.
Evaluated external debt collection agencies for potential partnerships.
Developed procedures to ensure timely collection of payments from customers.
Monitored team performance metrics such as conversion rate, average time to collect payment.
Collaborated with legal department to initiate litigation against delinquent customers when necessary.
Analyzed customer payment trends and developed strategies to reduce overdue accounts.
Managed accounts receivable, collections and credit activities for a large customer base.
Reviewed credit applications for accuracy before extending credit terms.
Identified potential areas of improvement in collections process and implemented changes accordingly.
Drafted correspondence to debtors regarding their overdue accounts.
Created reports for management on past due accounts and delinquency rates.
Maintained accurate records of all collection activities in accordance with local laws.
Section Manager I
Enova International
Chicago, IL
07.2023 - 11.2024
- Manage metrics, performance criteria, policies and procedures to continuously improve representative's productivity
- Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience
- Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner
- Identify trends and recommend appropriate solutions to improve performance and drive engagement
- Assist with new hire interviews, hiring decisions and manage the onboarding process for all new hires within your function
- Drive team performance through regular coaching and development to ensure high standards of execution are maintained
- Partner with operations, quality, and compliance teams to explore opportunities to streamline and improve processes that result in improved customer experience
- Identify root cause of customer complaints/processing errors and recommend solutions to mitigate exposure to future escalations or risk to business
- Prepare and analyze departmental reporting to enhance performance efficiencies and drive productivity improvements on an ongoing basis
- Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are adhering to processes as defined
Education
Computer System Institution
Gurnee, ILSkills
- Experience within the financial industry and/or loan operations
- Excellent written and verbal communication skills
- Ability to coach, train, and motivate employees and evaluate their performance
- Capable of remaining calm under pressure and navigating tense situations, especially during busy hours
- Ability to prioritize, manage time, and meet deadlines
- Proven project leadership and conflict resolution skills
Accomplishments
- Was part of the 2023 Remote Emerging Talent to assisting bridging the gaps in solving problems as well as networking with different peers within different department. Brainstorming ideas and suggestion to improve service for both ends between customers and agents.
- Included up to date e-learning networking with Instructional Design Specialist's I & II to keep agents within par with performances and verbiage.
- During first month promoted was recognized for "SM I of the Month"
Ivan had an outstanding month in August. Only being in the SM I role for a month, he's taken great strides in owning each of his responsibilities, while also going above and beyond what's expected from an SM I. He continues to engage with associates and leaders so that everyone is on the same page about different processes/procedures. Ivan always reminds reps of upcoming changes in the department and assists with creating and communicating department wide contests/incentives. In August, he dug into CallMiner data for AST to call out specific areas of improvement to his DM and also communicated concerns with other business partners so that we are all aligned on how interactions with customers are scored. Ivan continues to make large strides in his very short time as an SM I and has been an awesome asset to the leadership team.
Certification
Badge - Core - US AST
Badge - Elevated - US AST
Badge - Elevated - US CS
Badge - Negotiator - US AST
Badge - Elevated - Performance
Badge - Foundational - Communication
Badge - Foundational - Connection
Badge - Foundational - Proficiency
Badge - Foundational - Solutions
Badge - Foundational - Change Agent
Languages
English
Professional
Spanish
Professional
Timeline
Collections Manager
Enova International
11.2024 - Current
Section Manager I
Enova International
07.2023 - 11.2024
Computer System Institution
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