Lydia Perez
Fort Worth,TX
Summary
Bilingual, Dedicated, and Results-Driven Leader with over 10 years of experience in loan processing, collections, customer service, and team supervision within the auto finance and retail lending industries. Recognized for the ability to assess complex financial situations, negotiate effective payment solutions, and ensure full compliance with regulatory standards. Proven leader with a strong track record of coaching high-performing teams, streamlining operations, and delivering exceptional customer service. Skilled in managing high-volume accounts, processing loan applications, and building lasting client relationships with professionalism and integrity.
Overview
19
19
years of professional experience
Work History
Assistant Property Manager
Zen Living Management
10.2024 - Current
- Oversee daily property operations with focus on resident satisfaction and retention.
- Address resident complaints while serving as liaison to residents.
- Manage files and run assigned reports.
- Utilize customer service techniques for efficient responses to resident requests.
- Collect dues, oversee evictions, and evaluate occupancy by walking units.
- Communicate with legal counsel during eviction processes.
- Finalize move in/out files and enter data into management software.
- Prepare monthly financial reports and process invoices for payment.
- Maintain cleanliness of model apartments and workspace.
- Develop ongoing resident retention programs.
Lead Collection Specialist
United Auto Credit
05.2018 - 10.2024
- Managed past-due auto loan accounts, assisting customers with payment arrangements and resolutions.
- Handled customer complaints professionally, ensuring compliance with standards.
- Processed payments and negotiated future plans to support loan recovery and retention.
- Communicated with customers and team members to resolve issues and maintain quality.
- Coordinated daily lead responsibilities, overseeing workflow and performance.
- Utilized collections systems and vendor platforms for account management and reporting.
- Supervised customer service and collections staff, ensuring high performance and compliance.
Collection Customer Service Representative
Loan Portfolio
06.2013 - 04.2018
- Managed customer inquiries, complaints, and service requests.
- De-escalated angry callers, rebuilt trust, and identified solutions.
- Handled collections across Front, Mid, and Backend Departments.
- Consulted clients via phone, email, and text to define loan objectives and offer tailored solutions.
- Evaluated clients’ financial profiles for loan eligibility and product recommendations.
- Guided clients on loan terms and repayment options for informed decisions.
- Collected and analyzed financial documents for loan applications.
- Ensured compliance with regulations throughout the loan process.
- Maintained detailed records of client interactions and loan activities according to standards.
Assistant Manager
Cash America Pawn
04.2006 - 04.2018
- Processed loans and extensions, ensuring accurate documentation and compliance with policies.
- Negotiated terms for pawn transactions, balancing customer needs with company guidelines.
- Executed opening and closing procedures, maintaining cash handling accuracy and daily reporting.
- Coached team members to deliver exceptional customer service and meet sales targets.
- Promoted merchandise and negotiated sales of pawned items to maximize profitability.
- Oversaw daily operations, including bank deposits and end-of-day cash reconciliation.
- Managed firearm sales forms, ensuring processing compliance with federal regulations.
- Built strong relationships with team members and customers to foster loyalty.
Education
GED Certification -
Skills
- Client support
- Call center operations management
- Skilled in dispute management
- Sales team leadership
- Data entry expertise
- Bilingual in Spanish
Timeline
Assistant Property Manager
Zen Living Management
10.2024 - Current
Lead Collection Specialist
United Auto Credit
05.2018 - 10.2024
Collection Customer Service Representative
Loan Portfolio
06.2013 - 04.2018
Assistant Manager
Cash America Pawn
04.2006 - 04.2018
GED Certification -
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