Marisol Gonzalez
Lindsay,OK
Summary
Diligent Account Resolution Specialist successful at operating in demanding, high-volume environments. Proficient in research, claims issues and setting up remittance plans. History of consistently meeting or exceeding all performance and service objectives. Knowledgeable about monitoring accounts, conducting investigations and documenting actions. Hardworking and diligent professional well-versed in effective account resolution techniques. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Home Retention Outreach Specialist
New American Funding
Austin, TX
11.2023 - Current
- Improved overall client satisfaction with timely follow-ups, diligent communication, and attentive problem-solving skills.
- Managed a caseload of clients, providing personalized support and guidance throughout their journey to access vital resources.
- Maintained compliance with federal regulations and industry standards throughout the collections process.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Monitored outstanding balances, following up on overdue payments to minimize loss or delay in revenue collection.
Account Resolution Specialist/ SPOC
Rushmore Loan Management Services LLC
Irving, TX
07.2018 - 05.2023
- Enhanced client satisfaction through timely resolution of billing disputes and payment issues.
- Streamlined account resolution processes, leading to increased efficiency and reduced turnaround times.
- Collaborated with cross-functional teams to identify root causes of customer complaints and develop solutions.
- Created detailed documentation for each case handled, ensuring proper record-keeping for future reference or audits purposes.
- Upheld strict confidentiality when dealing with sensitive client information as per company policies and regulatory guidelines.
- Documented all actions performed and interactions with customers.
- Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Monitored aging accounts and reached out to customers to discuss payments.
- Processed payments and applied to customer balances.
- Maintained high volume of calls 1and met demands of busy and productive group.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Discussed property liquidation options with customers.
- Assessed loan portfolios for compliance with underwriting policies.
Account Resolution Specialist
Caliber Home Loans
06.2015 - 07.2018
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Analyzed customer financial records to determine appropriate payment plan.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Processed debtor payments and updated accounts to reflect new balance.
- Established relationships with customers to encourage payment of delinquent accounts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
- Used probing techniques to determine debtors' reasons for delinquency.
- Maintained high volume of calls and met demands of busy and productive group. Over 100 calls daily.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
Retail Collections Representative
Bank Of Oklahoma Financial
02.2011 - 06.2015
- Generated and distributed monthly customer statements.
- Developed and documented collection procedures and policies to comply with government regulations.
- Processed debtor payments and updated accounts to reflect new balance.
- Worked with customer to create debt repayment plan based on current financial condition.
- Researched accounts and completed due diligence to resolve collection problems.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis. 75 accounts worked daily.
- Maintained high volume of calls and met demands of busy and productive group.
- Initiated repossession process or service disconnection upon failure of other collection methods.
Loss Recovery Specialist
Vericrest Financial
04.2008 - 06.2008
- Managed a high volume of accounts while maintaining a professional demeanor and attention to detail. Over 100 calls daily.
- Coordinated closely with internal departments such as billing, sales, and customer service to address account issues promptly.
- Utilized strong negotiation skills to persuade debtors toward mutually beneficial payment plans or settlements, avoiding costly litigation when possible.
- Established rapport with customers by displaying empathy and understanding, ultimately increasing the likelihood of payment resolution.
- Negotiated payment arrangements with customers, resulting in increased revenue and reduced delinquencies.
- Conducted thorough investigations to locate missing debtors, increasing recovered assets for clients.
- Reduced outstanding balances by executing strategic follow-up calls and written correspondence.
Education
GED -
Oklahoma City Community College
10.2005
Skills
- Payment Plan Negotiation
- Problem-solving abilities
- Strong communication
- Organizational skills
- Debt collection knowledge
- Account Review
- Outbound Calling
- Customer Research
- Credit and Collections
- Payment Posting
- New Hire Training
- FDCPA Compliance
- Managing Delinquent Accounts
- Skip Tracing
Languages
Spanish
Native or Bilingual
Timeline
Home Retention Outreach Specialist
New American Funding
11.2023 - Current
Account Resolution Specialist/ SPOC
Rushmore Loan Management Services LLC
07.2018 - 05.2023
Account Resolution Specialist
Caliber Home Loans
06.2015 - 07.2018
Retail Collections Representative
Bank Of Oklahoma Financial
02.2011 - 06.2015
Loss Recovery Specialist
Vericrest Financial
04.2008 - 06.2008
GED -
Oklahoma City Community College