Mirna Bernal
Ladera Heights,United States
Summary
Collections Supervisor with a competitive mindset and desire to excel. Proficient in evaluating accounts, following up with customers and resolving issues. Excellent communication, planning and conflict resolution skills. Experienced Collections Supervisor with 20-years of successful experience across all lending portfolios. Collections from 30dpd-charge off and charge of recovery, skip tracing, legal and bankruptcy accounts. Excellent member and customer service in sub prime, prime lending, credit unions, auto, credit card, unsecured, negative shares and real estate portfolios. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player. Fast learner, motivated and committed to continuous, self-directed learning. Results-oriented with an extensive expertise in leading high-performing teams. Focused on eliminating issues contributing to account delinquency and streamlining collections best practices. Excited to bring history of innovation and relationship building skills towards one common goal.
Overview
27
27
years of professional experience
Work History
Senior Collector/Supervisor
Northrop Grumman
Gardena, CA
03.2020 - Current
- Manage all credit union portfolios real estate, auto, unsecured, negative shares and credit card loans
- Counsel members on payment options and arranged installment agreements.
- Created and communicated documents for forbearance and skip payment agreements.
- Achieve performance goals on consistent basis. Valued contributor of record breaking delinquency.
- Record clear and concise information regarding financial status of customers.
- Discuss options with delinquent clients in terms of proposed solutions or foreclosure.
- RE Known Losses Monthly reporting
- DQ for Reserves Monthly reporting
- Use skip tracing and other techniques to locate members.
- Deliver exceptional member service on collection calls and maintain a calm and professional demeanor.
- Research accounts and complete due diligence to resolve collection problems.
- Maintain daily high volume calls and met demands of busy and productive group.
- Trained new team members on collection policies, software and procedures continued coaching and mentoring on best practices.
- Use probing techniques to determine debtors' reasons for delinquency.
- Evaluated, researched and resolved discrepancies.
- Summarize recommendations for repossessions, collection maneuvers, foreclosures and legal reviews
- Coordinate remarketing auction sales of repossessed vehicles.
- Confirm assets and employment to recommend for legal review
- Compile and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Generate evaluation of applicant credentials and conduct initial interviews and pre-screening assessments.
Sr Skip Trace Representative
Location Services
Arcadia, CA
01.2014 - 01.2020
- Collect, analyze and interpret information and documentation to determine customer’s home address, phone numbers, place of employment and collateral’s whereabouts using seasoned skip tracing skills, courthouse research, and database searches such as TLO, Accurint, Clear, and other internet searches
- Impound, bankruptcy and SCRA specialist
- Coordinate and assign accounts for repossession work diligently with clients, and vendors to cultivate loyalty and satisfaction using collaborative efforts to recover their collateral or resolve past due balances
- Maintain accurate, clear and concise document on customer accounts to reflect updated information and progress towards resolution
- Make outbound and receive inbound calls to gather or clarify information
- Ranked consistently every month in top 3 against company peers in performance for number of recoveries and resolutions along with maintaining a 100% score on all compliance reviews
Collections Supervisor
Chase Auto Finance
Pasadena, CA
01.2007 - 07.2014
- Lead a collections team of 6 collectors that ranked top 3% nationwide against peers across all target goals and compliance related quality reviews.
- Established open, respectful and professional relationships with team members which helped resolve issues and conflicts quickly.
- Assisted collectors/skip tracers with negotiations and escalated calls
- Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices.
- Worked with team members to improve performance and implement training updates.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Identified needs and provided training to clarify expectations of collections agents.
- Prepared and delivered performance reviews of 6 collections agents to support continuous expect and improvement of department.
- Recommended and implemented techniques to improve productivity and cut costs for company.
- Scheduled employees to provide full coverage of incoming and outgoing calls.
Loss Recovery Investigator
Triad Financial
Huntington Beach, CA
01.2001 - 02.2005
- Successfully negotiated balance pay off or collateral recovery on charged off loans, offered and negotiated settlements when applicable.
- Identified and prepared fraudulent accounts for replevin and court filing worked in conjunction with local law enforcement TRAP unit.
- Impound Specialist coordinated impound recoveries insuring collaborative efforts with recovery agents and providing all necessary paperwork and fund approvals in a timely manner to prevent lien losses
Mai Mexican Kitchen
Owner
Los Angeles, CA
07.2008 - 11.2015
- Started and ran a successful restaurant for 7years
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Devised processes to boost long-term business success and increase profit levels.
- Maintained updated knowledge of regulatory changes to adjust business operations accordingly.
- Conducted interviews, trained motivated and coached employees to perform daily business functions.
Education
Business Administration
Fullerton College
Fullerton, CACredit And Collections Practices
RISC Certified
Arcadia, CAFDCPA Certified
Arcadia, CALeadership Essentials Certification
Skills
- Experienced Senior Collector/Supervisor
- Expert knowledge of collection operations, practices, and management
- Advanced knowledge of Fair Debt Collection, applicable laws and regulations, and credit union policies and procedures
- Detailed, creative and solution oriented
- Highly effective team oriented interpersonal skills and communication
- Strong technical and PC Skills including Microsoft Windows, Excel, Powerpoint
- Strong Multitasking skills and experience in fast pace environments
- Research and due diligence
- Expert analytical skills
- Hiring Training and development experience
- Cultural Awareness
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Senior Collector/Supervisor
Northrop Grumman
03.2020 - Current
Sr Skip Trace Representative
Location Services
01.2014 - 01.2020
Mai Mexican Kitchen
Owner
07.2008 - 11.2015
Collections Supervisor
Chase Auto Finance
01.2007 - 07.2014
Loss Recovery Investigator
Triad Financial
01.2001 - 02.2005
Business Administration
Fullerton College
Credit And Collections Practices
RISC Certified
FDCPA Certified
Leadership Essentials Certification
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