Monica Avalos
Debt Settlement Negotiations
Summary
Experienced Customer Service Manager with extensive experience in debt settlement operations, recognized for exceptional team leadership and supervision. Proven ability to build and direct high-performing teams, consistently achieving challenging objectives through strategic guidance and support. Possesses a deep understanding of debt settlement practices, including customer service and negotiations, with a track record of navigating complex negotiations to secure mutually beneficial outcomes. Committed to fostering a collaborative environment that drives success and enhances client satisfaction.
Overview
29
29
years of professional experience
Work History
Debt Negotiator
Alleviate Financial Solutions
04.2024 - Current
- Negotiated debt settlements with creditors to reduce client liabilities.
- Developed personalized financial strategies to improve clients' credit standings.
- Analyzed financial situations to identify optimal negotiation approaches.
- Educated clients on debt management practices and financial literacy.
- Maintained detailed records of all negotiations, ensuring clear communication between parties involved.
- Conducted thorough analysis of clients'' financial situations to determine optimal negotiation strategies.
Debt Settlement Customer Service Operations Mgr
BHPCG LLC / Primal Justice LLC
11.2008 - 12.2023
- Oversee all daily operations regarding Debt Settlement business (admin, customer service, negotiations, legal matters)
- Ensure all client questions answered including escalated calls
- Collaboration meetings with Customer Service and Negotiations to improve standards.
- Ensure Settlement & Retention goals met on monthly basis
- Call Center for Customer Service & Creditors
- Worked closely with owners to immediately address issues and implement effective solutions (Retention)
- Help develop and maintain strong relationships with key creditors/collection agencies to facilitate more favorable terms for debt settlements (Scrub lists)
Business Credit Card Representative
Bank Of America
10.2007 - 11.2008
- Call Center Environment. Answer all questions relating to business credit cards
- Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
- Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
- Maintained up-to-date knowledge of credit card products, services, and policies to provide accurate information to customers.
- Reduced wait times for callers by effectively managing high call volumes and promptly handling inquiries.
Account Manager
Saxon Mortgage
03.2007 - 10.2007
- Strong understanding of GFE, TIL and RESPA rules
- Oversee Process files from submission to funding
- Checking files for completeness and accuracy
- Expert knowledge of underwriting approvals and conditions
- Able to multi task to complete various tasks required
- Possess excellent verbal and written communication skills
- Team player and can work effectively with loan officers, underwriters, closers and field personnel.
Assistant Operations Manager
Fremont Investment & Loan
01.2005 - 03.2007
- Assist manager with operations team of 12+ employees
- Strong understanding of GFE, TIL and RESPA rules
- Oversee Process files from submission to funding
- Checking files for completeness and accuracy
- Expert knowledge of underwriting approvals and conditions
- Able to multi task to complete various tasks required
- Possess excellent verbal and written communication skills
- Team player and can work effectively with loan officers, underwriters, closers and field personnel.
Senior Loan Closer Funder
Fremont Investment & Loan
01.1997 - 12.2005
- Worked in Team environment supporting preparing loan documents and closing files
- Ensure in compliance with federal, state and local law and company policies and procedures
- Reviews and approves HUD-1 settlement statement from closing agent
- Ensure all information is correct...Verifies and prepares wire transfer instructions
- Verifies loan amount, all fees, rates, discount points, broker rebates and other funding amounts Reviews signed loan documents for correct signatures, notary information, title reports. Resolves funding discrepancies with the Accounting Department and Shipping
- Department Assists departmental support staff when necessary
- Considered SME in Funding
- Organized, filed and maintained customer, department and regulatory loan records
- Recognized by management for providing exceptional customer service.
Corporate Trainer- Operations
Fremont Investment & Loan
01.2001 - 12.2005
- Corporate Funding Trainer for all 5 operation centers
- Conducted training as needed
- SME Funding
- Possess excellent verbal and written communication skills
- Work effectively with management, loan officers, underwriters, closers and outside personnel
- Chose appropriate curricula and planned lessons to teach employees about subjects related to job position
- Administered assessments during and after training and provided leaders with feedback about individual strengths and training requirements.
Education
General Ed
UCLA
Los AngelesAccounting
Cal State Los Angeles
Los Angeles, CASkills
- Management Training
- CLEAR Management Training
Leadership training
- Train the Trainer
- Payroll Administration and Timekeeping
- Human Resources Oversight
References Upon Request
- Will provide upon Request
Timeline
Debt Negotiator
Alleviate Financial Solutions
04.2024 - Current
Debt Settlement Customer Service Operations Mgr
BHPCG LLC / Primal Justice LLC
11.2008 - 12.2023
Business Credit Card Representative
Bank Of America
10.2007 - 11.2008
Account Manager
Saxon Mortgage
03.2007 - 10.2007
Assistant Operations Manager
Fremont Investment & Loan
01.2005 - 03.2007
Corporate Trainer- Operations
Fremont Investment & Loan
01.2001 - 12.2005
Senior Loan Closer Funder
Fremont Investment & Loan
01.1997 - 12.2005
General Ed
UCLA
Accounting
Cal State Los Angeles