Nora Palma

• Managed a team of 16 agents; Focus on coaching, problem-solving, displaying empathy within the call and customer engagement to resolve account’s concerns.
• Human Resources Assistance: Managed employee performance, developed training courses, and delivered performance reviews. Oversaw the full employee lifecycle—from recruitment through separation—ensuring fair, consistent, and respectful offboarding processes. Conducted interviews to evaluate candidate qualifications, cultural fit, and alignment with organizational needs. Handled legally required compliance training to support a safe and ethical workplace, helping protect both employees and the company’s reputation.
• Saved accounts from going further past due, focusing on roll rates and preventing accounts from charging off.
• Handled escalations, to defuse customers in need of assistance with unresolved problems pertaining to their past due accounts; bringing solutions in how to pay off debt.
• Processed settlements with third party collections companies, debt managements and law firms; complete letters and payments plan that include postdated payments.
• Collaborated with the Exceptions Department to review high-level credit accounts, remove credit bureau reporting, and waive fees.
• Reviewed and scored 16 agent calls per month, to provide feedback and coaching.
• Open and Close System tickets that include reports, queues, accounts, & phone issues. Making sure we have these programs are running accordingly as designed for a better experience for customers and employees.
• Reviewed calls/emails and coached agents to ensure correct procedures were followed and customers received accurate information.
• Handled escalated calls, focusing on resolving complex issues like late fee removals, derogatory adjustments, and settlement offers.
• Worked with departments such as Payments, Customer Service, Fraud, Recovery Department and Bankruptcy to resolve customer issues and enhance service.
• Processed and reviewed delinquent accounts, negotiating payment programs and settlements with third-party collections.
• Approved credit line increases and resolved issues for customers facing payment difficulties.
• Worked directly with Spanish-speaking customers to provide translation support and ensure high-quality service.
• Positions:
• Financial Services Specialist Lead | 2018 – 2021
• Supervisor, Account Services | 2021 – 2025

• Human Resources Assistance: Created training courses, oversaw full employee lifecycle, from recruitment to separation, ensuring fair and respectful offboarding processes.
• Created and published targeted job postings across platforms to attract qualified candidates and strengthen employer brand. Worked with other companies that had potential candidates in the same industry. Conducted interviews to assess candidate qualifications.
• Managed work schedules for a team of 30 employees across 3 facilities.
• Coordinated special projects to ensure compliance with state regulations.
• Reviewed insurance files and ensured timely approval of cases, improving operational efficiency.

• Managed delinquent accounts (30-120 days past due), processing legal paperwork and reinstating accounts.
• Negotiated payment plans with customers and ensured accounts were brought current.

• Assisted with loan processing and provided front desk support.
• Worked with clients to schedule appointments and assist with necessary documentation.

Completion date 7.18.2026

• Currently Enrolled
• Pursuing a Degree in Business