Mayra Aguilar
Tolleson,USA
Summary
Highly skilled agents with a strong track record in conducting all professionalism, provided positive and negative outcomes on a consumers profile. Strong will to continue for growth, while to continue to learn. Expert in identifying and solving default issues while ensuring precise feedback with loss mitigation status and outcome. Proficient in working both independently and as a team player to achieve assignments and meet deadlines. Demonstrated ability to swiftly address problems and effectively communicate with internal and external clients. Dedicated to enhancing efficiency and accuracy in claims processes while maintaining exceptional standards of quality. Seeking opportunities to leverage prior experience, current knowledge, and growth potential.
Overview
17
17
years of professional experience
Work History
Loan Counselor
Planet Home Lending
03.2025 - Current
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
Collections Manager
National Credit Adjusters
03.2024 - 06.2024
- Making outbound and inbound calls with account holders
- Speaking with account holders and negotiating a payment arrangement
- Reaching out when accounts fall behind to bring them back to current
- Negotiate a sum to satisfy balance
- Researched accounts and completed due diligence to resolve collection problems.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
Loss Mitigation Specialist
Cenlar
02.2020 - 02.2024
- Making outbound calls, receiving inbound calls, speaking with homeowners, collecting mortgage payments
- Discussing loss mitigation options, forbearance, repayment plans, short sale, deed in lou and loan modification options
- Provide details on status with their assistance, go over missing documents, provide feedback on any update
- Practice active listening skills, empathy, and effective communication skills
- Familiarized with company policies and procedures
- Be open to change and practice new procedures
Senior Bilingual CSR
UnitedHealth Care
12.2018 - 02.2020
- Serve as a resource or Subject Matter Expert for team members or internal customers
- Handle escalated calls, resolving more complex customer issues
- Help guide and educate customers about the fundamentals and benefits of consumers
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools
Claims Analyst II
Bank of America
11.2017 - 12.2018
- Authenticate customers to gain full access to their account, and communicate clearly in regards to their account
- File fraud claims with unauthorized transactions
- Stop payments for future or pending ACH transactions
- Use VISA or MASTERCARD systems
- Educate our customers about the process if and what to expect with the claim and also provide disclosure for filed claims
- Providing proficient knowledge on denied claims and guidance with next step on those denied claims
Fraud Analyst
PSCU
06.2017 - 08.2017
- Conduct analysis and resolve complex issues, with limited supervision, demonstrating various fraud tools, applications, and systems
- Proficient understanding of all aspects of the Fraud Detection Work Center (FDWC) call queues and Virtual Analyst queues that correspond to DefenseEdge business rules/statements, ensuring an effective and holistic approach to fraud reduction on behalf of PSCU member-owner financial institutions
- Independently develop, implement, and continually enhance fraud detection strategies and authorization decision rules that balance fraud loss reduction and member experience
- Use quantitative methods to analyze data in order to mitigate overall financial institution fraud losses while maintaining acceptable levels of member impact
- Using various fraud tools, applications, and systems, develop, implement, and improve comprehensive fraud detection strategies and authorization decision rules that balance fraud loss reduction, costs, and customer experience
Hearing Screener
Mednax
08.2016 - 04.2017
- Collect census for NICU and Labor and Delivery
- Educate parents or the legal guardian for the baby, on what service we provide for them and their new born child
- Compare data and make sure that we screen new babies that were added
- Rescreen newborns babies that did not pass the first time
- Provide a certificate for the parents, with info of a passed hearing test
- Provide the hospital with a copy of results
- Fill information in the immunization card
- Whether the newborn passes the hearing test or not
Bilingual Bank CSR
State Farm Bank
03.2016 - 07.2016
- Authenticate the bank customer and provide any of the following procedures with their bank account
- Provide bank account balance, transfer funds, close accounts, active ATM and debit cards and place stop, on active checks
- Actively listening to our customers to determine any issues that are an ongoing issue with their accounts
- Report any fraud activity using the Visa and MasterCard web portal to determine recurring online transactions that were not authorized
Bilingual Enrollment Assistant
Cognansante
12.2014 - 02.2015
- Assist consumers on enrolling or renewing to the Affordable Care Act health insurance plan
- Assist the consumer with explanation of eligibility determination
- Explaining different types of plans, and helping the insured customer to determine the best options for what they can afford and what they need
Quality Assurance Claims
LogistiCare Solutions, L.L.C.
09.2008 - 08.2014
- Audited processed invoices with underpayment or overpayment
- Conducted random review of 700-1000 processed claims per week for accuracy
- Completed written evaluations for each audited invoice
- Tracked and reported QA scores for staff and management review on a daily, weekly, monthly, and quarterly basis
- Identified common errors and weaknesses in processors and work flows
- Acted as a job coach for new and experienced employees in the claims department
- Verified the accuracy of billed claims and entered claim data into the system
- Conducted thorough research to resolve billing issues
- Achieved or exceeded all quality, production standards, and payment deadlines
- Researched and organized documents for outside audit processes conducted by clients
- Promoted to the role of Quality Assurance - Claims within a year of being promoted to claims processor
- Administrator of inbound and outbound mail and calls
- Distributed work amongst the team to enter claims
Education
High School Diploma -
Metro Tech High School
Phoenix, AZ05-2004
Skills
- TriLingual (Spanish)(ASL)
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- 10 Key
- Analytical skills
- Decision-making skills
- Communication skills
- Time management skills
- Problem Solving
- Troubleshooting skills
- Strong Work Ethic
- Organization skills
- Team Player
- Loan servicing
- Documentation review
- Negotiation
Languages
Spanish
Native or Bilingual
Timeline
Loan Counselor
Planet Home Lending
03.2025 - Current
Collections Manager
National Credit Adjusters
03.2024 - 06.2024
Loss Mitigation Specialist
Cenlar
02.2020 - 02.2024
Senior Bilingual CSR
UnitedHealth Care
12.2018 - 02.2020
Claims Analyst II
Bank of America
11.2017 - 12.2018
Fraud Analyst
PSCU
06.2017 - 08.2017
Hearing Screener
Mednax
08.2016 - 04.2017
Bilingual Bank CSR
State Farm Bank
03.2016 - 07.2016
Bilingual Enrollment Assistant
Cognansante
12.2014 - 02.2015
Quality Assurance Claims
LogistiCare Solutions, L.L.C.
09.2008 - 08.2014
High School Diploma -
Metro Tech High School
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