JANICE LEE MARQUEZ
Fort Worth,Texas
Summary
Customer/ Collection Service Professional with over 10 years of experience in account management claims and, calls center, FDCPA Certified, and Bilingual. Expertise in resolving escalated customer service/collections issues. Secured numerous company achievement awards for delivery of exceptional customer service and reaching my bonus goals. Proficient in Excel, Word, Outlook.
Overview
12
12
years of professional experience
Work History
Collection Specialist
Flagship Credit Acceptance
Coppell, Texas
11.2023 - 04.2025
- Assisting other departments: Providing support to other related departments as required by business needs.
- Payment arrangement negotiations: Negotiating payment arrangements with borrowers.
- Legal documentation: Ensuring proper documentation and sending of legal notices related to repossession.
- Repossession coordination: Interacting with repossession agents and other company-approved vendors.
- Other duties as required: Performing other tasks as assigned by management. Also loan modification to process to see if customer need a 3-6 month TRIP or loan mod.
Collections and Customer Service
Temp Asking Consulting
Arlington, Texas
12.2022 - 02.2023
- Meet performance expectations for collection efforts for assigned accounts based upon individual goals and objectives.
- Place or receive calls in priority order as established by management.
- Negotiate payment arrangements with clients to cure delinquency, evaluating ability and willingness to pay.
- Navigate and interpret various screens and relay information to clients accurately and professionally.
- Determine cause of delinquency and best course of action to assist delinquent customer.
- Document all collection efforts for each assigned account in accordance with established procedures.
- Communicate collection efforts to branch lenders on assigned accounts in accordance with established standards.
- Order updated credit bureau report or initiate skip tracing process in accordance with established standards.
- Review files from Loan Services in accordance with established standards.
- Initiate deferrals on accounts based upon written policy guidelines.
- Communicate regularly with collections supervisor on status of problem accounts.
- Ensure that all delinquent accounts and assigned queues have been thoroughly worked according to standardized collection procedures.
- Ensure that appropriate letters are sent to debtors.
- Process customers payments through electronic draft, if applicable.
- Process account maintenance transactions according to established guidelines.
Customer Service/Collections
Rushmore Loan Management Services LLC
Farmers Branch, Texas
09.2017 - 07.2020
- Assisting customers with general inquiries, initial complaints and counseling borrowers on past due payments.
- Welcoming calls on newly acquired loans and handling inbound and outbound calls with the Predictive Dialer.
- Counseling customers with delinquent mortgage payments through a process of telephone contact to bring the loan to a current status.
- Documenting and updating information in Fidelity MSP and maintaining compliance with all FDCPA, ECOA, privacy and relevant state regulations.
- Conducting light skip tracing to locate borrowers.
- Assisting borrowers with general inquiries and processing routine transactions.
Repo / Charge Off / Auto Loans
Exeter Finance Corp
Irving, Texas
07.2013 - 04.2017
- Collect payments on past due bills for auto loans.
- Organize list according to severity of delinquency and offer extensions to bring account current.
- Locate customers using credit bureau information, background checks, loan documents, and other paperwork in imaging.
- Utilize computer systems to handle skip tracing.
- Ensure all customer FDCPA information is correct, including phone numbers and addresses.
- Charge off accounts and inform customers they would have to pay full balance off.
- Assign accounts out for repossession proceedings.
Education
High School Diploma -
North Side High School
01.2023
Qualifications Summary
Customer/ Collection Service Professional with over 10 years of experience in account management claims and, calls center, FDCPA Certified, and Bilingual. Expertise in resolving escalated customer service/collections issues. Secured numerous company achievement awards for delivery of exceptional customer service and reaching my bonus goals. Proficient in Excel, Word, Outlook.
Timeline
Collection Specialist
Flagship Credit Acceptance
11.2023 - 04.2025
Collections and Customer Service
Temp Asking Consulting
12.2022 - 02.2023
Customer Service/Collections
Rushmore Loan Management Services LLC
09.2017 - 07.2020
Repo / Charge Off / Auto Loans
Exeter Finance Corp
07.2013 - 04.2017
High School Diploma -
North Side High School
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