MERCEDES QUEZADA ROJAS

*Communicating with borrowers to obtain payment, using various means of contact such a telephone and emails.

*Managing large amounts of inbound and outbound calls in a timely manner.

*Providing frontline support in managing the Bank’s internal collection operation.

*Documenting all collection actions taken, such as telephone conversations, alternative financial arrangements, letters mailed, etc., within the system of record.

*Adhering to a regimented talk-off call script outlined by leadership, utilizing urgency and respectful conversation to bring the customer’s past due account current by receiving a payment

*Locating customers with whom the Bank has lost contact using various skiptracing methods.

*Utilizing tactful and resourceful probing methods that will lead to the location of the customer and/or asset.

*Adhering to the Standard Operating Procedures and follow all federal, state and municipal collections laws, to include the Fair Debt Collections Practices Act (FDCPA).

*Completing all essential training timely.

*Adhering to all Bank policies, procedures, and guidelines

• Coordinated project schedules and meetings, ensuring alignment among team members and stakeholders.
• Managed document preparation and filing systems, enhancing efficiency in information retrieval.
• Assisted in budget tracking and expense reporting, contributing to accurate financial oversight.
• Streamlined communication processes between departments, improving collaboration on projects.
• Tanking care of all inbound and outbound calls and mail.
• Assisting with daily and weekly accounting reports and invoices and more.

• Managed patient accounts to ensure timely payment and resolution of outstanding balances.
• Developed collection strategies to improve recovery rates and reduce aged receivables.
• Collaborated with healthcare providers to resolve billing discrepancies and enhance patient satisfaction.
• Analyzed account data to identify trends and implement process improvements for efficiency.
• Educated patients about co-pays and deductibles.
• kept record of daily and weekly reports.

• Managed collection processes for overdue accounts, ensuring timely resolution and customer satisfaction.
• Developed and implemented strategies to reduce outstanding balances, enhancing company cash flow.
• Analyzed customer payment histories to identify trends and inform collection approaches.
• Collaborated with cross-functional teams to streamline communication regarding account statuses and resolutions.
• Skiptraced customers to ensure payments in a timely manner and avoiding delinquent accounts.
• Mainlined daily; weekly and monthly reports.
• Sent documents to customers via fax; email and mail.
• Answered questions from customer regarding their accounts and issues.
• Kept an average of 120 calls daily minimun.