Marlen Figueroa
Salt Lake City
Summary
Engaging with customers identifying needs, and the handling of private; confidential personal information. In- out of network healthcare claims refinement, development, and policy processing. Delivering exceptional rhetoric, first call resolution, and positive customer service. Partner relations with strategic analytical problem solving. Role prerequisites: Heavy goal oriented, leadership influence, team player, detailed ethic, and time management. Versatile computer and over the phone competency. Voice of the company.
Overview
10
10
years of professional experience
Work History
Collections Agent
NAR recovery services
Salt Lake City
01.2024 - 07.2024
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Proofread all drafts of work product prior to submission to ensure accuracy and completeness of information provided by attorneys.
- Conducted thorough research and review of case information to assist attorneys.
- Assisted clients with inquiries related to their cases via phone or email communication.
Collections Account Manager
Goldman Sachs
Salt Lake City
01.2023 - 11.2023
- Managed a portfolio of delinquent accounts and implemented strategies to reduce delinquency.
- Monitored customer accounts for payment trends, credit worthiness and compliance with terms.
- Negotiated repayment arrangements with customers to ensure timely payments were made.
- Analyzed financial data such as income, expenses, assets and liabilities to determine an appropriate payment plan for each customer.
- Maintained detailed records of all collection activity including calls, emails, letters and payments received.
Collections Agent
Credit Corp Solutions
Draper
11.2020 - 12.2022
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Created repayment plans based on account holders' financial status and repayment abilities.
Senior Account Specialist
MultiPlan
Salt Lake City
08.2018 - 04.2019
- Engaging with customers identifying needs, and the handling of private; confidential personal information
- In- out of network healthcare claims refinement, development, and policy processing
- Delivering exceptional rhetoric, first call resolution, and positive customer service
- Partner relations with strategic analytical problem solving
- Role prerequisites: Heavy goal oriented, leadership influence, team player, detailed ethic, and time management
- Versatile computer and over the phone competency
- Voice of MultiPlan brand
Customer Service- Fraud Specialist
Discover
Salt Lake City
03.2016 - 08.2016
- Specialist for the Discover company brand and its customers
- Ensuring exceptional service based delivery and support
- Fraud department emphasis on preventative, investigative, and resolution based outcomes
- Student Loan/loans versatility and support skilled knowledgeable
- Influencing, connecting, and assertive deescalation
Branch Supervisor
Diamond
Salt Lake City
02.2014 - 02.2015
- Head over sight of Diamond in house branches and collaborative duty responsibilities
- Ensuring various departments were accounted and operational
- Collective work with various company partners, contract vendors and Diamond services
- Administrative support of successful business performance
- Establish rapport with customers and the Diamond brand
- Financial accounting and data record entry
- New hire training and ability assessment
- Face to face and over the phone customer service needs and resolutions
Education
High School -
East High School
Salt Lake City, UTCertificate Training -
Horizonte Instruction and Training
Salt Lake City, UTCommunications/ General Education -
Salt Lake Community College
Taylorsville, UTSkills
- Bi Lingual: Spanish - English
- Emotional Intelligence
- Technologically Literate
- Leadership
- Precise
- Team Player
- Analytical
- Effective Planning
- Multi-Skilled
- Amiable
- Billing and collections best practices
- Delinquent account management
- Fair debt practices
- Repayment negotiations
- Account Management
- Exceptional attention to detail
Accomplishments
- Volunteers of Salt Lake (Partners In Action), Honorable Leadership & Support Liaison
- Travel Language Specialist
Timeline
Collections Agent
NAR recovery services
01.2024 - 07.2024
Collections Account Manager
Goldman Sachs
01.2023 - 11.2023
Collections Agent
Credit Corp Solutions
11.2020 - 12.2022
Senior Account Specialist
MultiPlan
08.2018 - 04.2019
Customer Service- Fraud Specialist
Discover
03.2016 - 08.2016
Branch Supervisor
Diamond
02.2014 - 02.2015
High School -
East High School
Certificate Training -
Horizonte Instruction and Training
Communications/ General Education -
Salt Lake Community College