Lilian Ponce

• Analyzed customer financial information and determined appropriate payment plans
• Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements
• Ensured all collection activities complied with applicable laws and regulations
• Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals
• Leading and training new agents to actively close accounts
• Teaching teams the state and federal laws for debt collection practices
• Evaluating calls for the floor agents through Livevox system

Negotiates with creditors to lower the amount of unsecured debt you owe. This can include credit card debt, medical bills, or personal loans. Debt settlement is not an option for secured debt, like mortgages or auto loans. Making 200 plus outbounds per day.

• Identified delinquent accounts and contacted debtors to negotiate payment terms
• Analyzed customer financial information and determined appropriate payment plans
• Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors
• Assessed customer financial situations to identify hardship cases that required special consideration or alternative repayment options
• Processed incoming payments from customers according to established procedures
• Processed payments over phone and set up recurring drafts
• Accepted and processed customer payments and applied toward account balances

• Contacted delinquent customers via telephone and mail to negotiate payment arrangements
• Created detailed reports regarding collection activity, customer account balances, and other related data
• Developed strategies to collect past due payments and minimize losses on bad debts
• Utilized skip tracing techniques to locate hard-to-find debtors
• Ensured compliance with all applicable federal and state laws governing the collection process
• Advised customers of necessary actions and strategies for debt repayment
• Arranged for debt repayment or established repayment schedules based on customers' financial situations