Roberto Merlos
Summary
Detail-oriented Collections Manager familiar with regulatory and legal guidelines addressing collections procedures. Establishes effective department workflow and maximizes employee compliance, productivity and success in resolving payment issues.
Successful Credit Control Officer versed in account management, contract negotiation and compliance. Prepared to deliver first rate results to ILWU Credit Union.
Dynamic Collections Manager with over 35 years thriving in high pressure, team atmospheres.
Strong team leader with clear record of success meeting revenue and staff retention goals.
Goal-driven Collections Manager reduces delinquencies and mitigate risks. Prepared to bring 35 years of in-depth experience to support ILWU Credit Union needs.
Overview
18
18
years of professional experience
Work History
Loan Servicing & Collection Manager
ILWU Credit Union
11.2008 - Current
- Generated and distributed current mortgage statements to customers.
- Reconciled vendor statements and handled payment complaints or discrepancies.
- Promoted a culture of continuous improvement within the collections department by regularly soliciting feedback from team members and implementing changes based on their recommendations.
- Streamlined the collections process, reducing time spent on manual tasks and increasing overall productivity.
- Established procedures for collection of past due amounts.
- Researched accounts and completed due diligence to resolve collection problems.
- Worked with legal resources and recovery teams to manage default issues.
- Established clear performance expectations for collections staff members, fostering an environment focused on accountability and results-driven action plans.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Oversaw daily posting of payments to customer accounts.
- Managed a diverse portfolio of accounts, ensuring timely collections and minimizing losses.
- Contacted clients with past-due payments and actively monitored payments due from clients.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
- Negotiated settlements with customers experiencing financial difficulty, preventing potential litigation costs and preserving client relationships.
- Accessed credit records to evaluate customer credit histories.
- Implemented process improvements that increased team morale while maintaining a high level of professionalism within the department.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Managed time efficiently in order to complete all tasks within deadlines.
- Applied effective time management techniques to meet tight deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Collaborated with sales teams to develop comprehensive credit policies for new clients.
- Supervised staff of collectors, monitoring phone calls and letters.
- Increased recovery rate by consistently meeting and exceeding targets set by management.
- Developed customized payment plans for customers struggling with outstanding debts, promoting long-term financial stability while recovering funds owed.
- Posted receipts to appropriate general ledger accounts.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
Collection Supervisor
Darden's Furniture Store
03.2008 - 10.2008
- Researched accounts and completed due diligence to resolve collection problems.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Worked with legal resources and recovery teams to manage default issues.
- Established strong rapport with customers through professional communication skills, leading to increased likelihood of debt resolution agreements.
- Contacted clients with past-due payments and actively monitored payments due from clients.
- Established procedures for collection of past due amounts.
- Oversaw daily posting of payments to customer accounts.
- Accessed credit records to evaluate customer credit histories.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Mentored new hires on best practices in collections, fostering a culture of continuous learning and professional development.
- Conducted ongoing training sessions for collections staff, ensuring they remained up-to-date on industry best practices and relevant regulations.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Supervised staff of collectors, monitoring phone calls and letters.
- Resolved escalated collection cases by working closely with legal teams and providing necessary documentation support during litigation processes.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Negotiated payment arrangements with clients experiencing financial difficulties, demonstrating empathy and understanding while maintaining a firm commitment to recovering outstanding debt balances.
- Analyzed aging reports regularly to identify trends in overdue balances and develop targeted strategies for addressing specific issues.
- Conducted investigations of customer accounts and payment histories.
- Enhanced collection efficiency by implementing strategic collection processes and procedures.
- Adhered to established guidelines to increase profits and collect supplier payments.
- Conducted regular performance reviews for staff members, identifying areas for improvement and creating action plans to address them.
- Self-motivated, with a strong sense of personal responsibility.
Loan Servicing Manager
FAA Federal Credit Union
07.2006 - 03.2008
- Enhanced customer satisfaction by providing timely and accurate loan information to borrowers.
- Contributed to a positive workplace culture through open communication channels and regular feedback sessions with team members.
- Developed comprehensive training materials for new hires, resulting in faster onboarding and increased productivity.
- Designed and maintained financial models to identify and measure risks.
- Reviewed and updated departmental procedures regularly, identifying opportunities to refine processes for further efficiency gains.
- Complied with established internal controls and policies.
- Developed strategic plans for day-to-day financial operations.
- Provided exceptional customer service by promptly resolving borrower inquiries or concerns regarding their loans.
- Conducted regular performance evaluations of team members, providing constructive feedback and coaching to support professional growth and development.
- Reduced delinquency rates through proactive borrower outreach and communication strategies.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Participated in ongoing professional development opportunities to stay current on trends within the industry and bring back best practices for implementation within the team environment.
- Managed a team of loan servicing professionals, fostering an environment of continuous learning and improvement.
- Excellent communication skills, both verbal and written.
- Proven ability to develop and implement creative solutions to complex problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Resolved problems, improved operations and provided exceptional service.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed and maintained courteous and effective working relationships.
- Paid attention to detail while completing assignments.
- Developed strong communication and organizational skills through working on group projects.
- Demonstrated leadership skills in managing projects from concept to completion.
- Self-motivated, with a strong sense of personal responsibility.
- Identified issues, analyzed information and provided solutions to problems.
- Worked effectively in fast-paced environments.
Education
Business Administration
Universidad Matias Delgado
10.1981
Skills
- Analytical Skills
- Business Intelligence Gathering
- Client Relationship Management
- Exceptional organization
- Recruitment and hiring
- Excellent Communication
- Workflow Coordination
- Multitasking Abilities
- Performance metrics evaluation
- Audits understanding
- Monitoring processes
- Customer Relations
- Organizational Skills
- Know Your Customer
- Strategy Development
- Goal Oriented Approach
- Problem-solving abilities
- Past due balance management
- Performance Tracking
- Decision-Making
- Professionalism
- Analytical Thinking
- Teamwork and Collaboration
- Continuous Improvement
- Reliability
- Ethical approach
- Problem-Solving
- Employee Retention
- Employee Training Oversight
- Active Listening
Languages
Spanish
Native or Bilingual
Timeline
Loan Servicing & Collection Manager
ILWU Credit Union
11.2008 - Current
Collection Supervisor
Darden's Furniture Store
03.2008 - 10.2008
Loan Servicing Manager
FAA Federal Credit Union
07.2006 - 03.2008
Business Administration
Universidad Matias Delgado
Spanish
Fluent Spanish and English speaking, reading and reading.
Spanish
Fluent Spanish and English speaking, reading and reading.
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