Julio Ortiz Santana

Account Loss Management Bilingual Collections, Duration: 8 months

From May, 2022 to January, 2023.

• Managed daily operations in collections department to ensure timely debt recovery.
• Conducted skip tracing activities to locate delinquent customers.
• Arranged for debt repayment and established repayment schedule based on customer finances.
• Reviewed accounts to determine payment plan compliance.

Bilingual Spanish Financial Consultant, Duration: 1 year and 1 month.

From January, 2023 to February, 2024

• Communicate and advise effectively with internal and external stakeholders about the advantages and disadvantages of available financial products to maximize satisfaction.
• Engage with clients to facilitate budget management, financial guidance, and short- and long-term financial goals.
• Identified and analyzed user requirements, procedures, and processes to develop optimization strategies.
• Ensured compliance with regulatory requirements and adherence to industry best practices.

Escalated Complaint Analyst, Duration: 11 months, from February, 2023 to currently working here.

• Review customer complaints to determine key issues, facilitate the resolution of complaints, document findings on breakages, process improvements, and bank opportunities. Work with CSD process owners to ensure opportunities are addressed, including leadership escalations.
• Prepares written summaries of research findings and documents cases using standard methodology. Utilizes Microsoft applications, assists customers with TSYS, and other systems to carry out day-to-day responsibilities.
• Knowledgeable in executive office, defensive litigation, and workflow processes.
• Collaborated with cross-functional teams on projects related to analytics initiatives and evaluated needs of departments and delegated tasks to optimize overall production.

Bilingual Spanish Account Manager, Duration: 1 year and 6 months

November, 2020-May, 2022

• Coach new employees on collection methods, documentation requirements, and performance strategies.
• Maintain accurate records and report on collection activity and accounts receivable status.
• Followed fair debt practices and regulatory guidelines when managing the collections process.

Senior Remarketing Analyst, Duration: 8 months (temporary rotation opportunity).

May, 2021-November, 2021

• Collaborated closely with upper management to develop corporate vision and roll out initiatives to meet goals.
• Devised targeted sales and marketing strategies to maximize sales revenue and achieve goals.
• Analyzed customer portfolio by creating reports to review aging balances and collections
  activities.

Bilingual Spanish Collections Agent, Duration: 2 years and 3 months

From: August, 2018-November, 2020

• Work closely with delinquent account holders to collect reconcile accounts through approved channels in all collection efforts.
• Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
• Help to reduced compliance defects in the team by providing personalized coaching to peers.

Bilingual Spanish Customer Service Agent, Duration: 10 months

From: October, 2017-August, 2018

• Coach new employees on collection methods, documentation requirements and performance strategies.
• Maintain accurate records and report on collection activity and accounts receivable status.
• Followed fair debt practices and regulatory guidelines when managing collections process.

• Met or exceeded upselling, donation and credit card sign-up program targets on consistent daily, weekly and monthly basis by leveraging excellent communication and interpersonal strengths.
• Staff scheduling and daily meetings.
• Deliver exceptional level of customer service to each customer by listening to their concerns and ideas.

• Manage inventory records supply orders to cut costs.
• Developed and implement strategies to enhance team performance, improve processes and increase efficiency.
• Manage service sales, costs, and budget administration to keep operations priorities in line with financial targets deadlines .