ROLANDO ZALDANA
Tolleson,USA
Summary
Dynamic professional with extensive experience at Discover Financial Services, excelling in people leadership and account management. Proven ability to identify business opportunities and drive team performance, achieving compliance targets. Proficient in Microsoft Office and skilled in real-time problem-solving, fostering a motivated and productive work environment.
Overview
9
9
years of professional experience
Work History
Home Equity Loans Team Coach/Supervisor
Discover Financial Services
Phoenix, USA
02.2023 - Current
- Responsible for the delivery of assigned departments SLAs, ensuring that all compliance and efficiency targets are met or exceeded
- Managing agent and team performance versus KPI's/targets
- Promote a positive and engaging work environment by building trust and motivating team members
- Evaluating agent's performance with consistent follow up
- Performing live listening sessions as well as audit calls/chats to give feedback/critique to agent
- Responsible for development plans of agents to ensure they are on track to hit performance goals and company standards
- Auditing and investigating compliance trends for the team and creating solutions to increase accuracy and decrease compliance risk for the company
- Reviewing agent's workload and files daily while documenting meaningful feedback with direction on maintaining productivity
- Coach employees to take pride in the quality of their work and value attention to detail in everything they do
- Handling critical conversations with agents by advising them of potential disciplinary actions that may take place based on not meeting their performance goals
Home Equity Loans Personal Banker
Discover Financial Services
Phoenix, USA
07.2021 - 02.2023
- Facilitating applications to new potential customers, selling benefits of our product
- Following up with customers throughout the process when needing additional documentation or clarification for the Underwriting team via phone/email
- Gathering and entering customer information into the system while also staying cooperative with procedural and company compliances
- Reviewing existing customer files daily to ensure applications are making their way through the loan originations process as quickly as possible and minimizing delays
Collections Team Coach/Supervisor
Discover Financial Services
Phoenix, USA
11.2018 - 07.2021
- Review monthly goals to achieve with agents on team and have critical conversations in the event an employee is at risk for disciplinary action
- Audit calls to identify opportunities for improvement and document meaningful advice with agents
- Responsible for uplifting morale of agents with communication and positive engaging contests to drive results and competition
- Providing best practices and talk offs to assigned agents to assist them with providing excellent customer service while still hitting collections goals
Credit Card Collections Account Manager
Discover Financial Services
Phoenix, USA
01.2016 - 11.2018
- Successfully manage an inbound/outbound automated dialer while navigating through multiple programs and multitasking; including click to chat conversations
- Arranges payment programs for high-risk delinquent accounts
- Ensures terms are acceptable to the company and the customer while also providing exceptional customer service experience
- Using persuasive speaking skills with clear, effective communication to engage the card member and explain the benefits of setting up secured arrangements with the company to resolve delinquency
- Review credit and payment history available information on delinquent accounts
- Investigate when customer claims potentially fraudulent activity associated with delinquency and transfer to corresponding department
Education
Diploma -
Youngker High School
05.2014
Skills
- Ability to quickly identify business opportunities and create a course of action
- Proficient in Microsoft Office
- Typing 75 wpm
- Account Management
- Experience in working remotely
- Customer Service
- Ability to deliver tasks under strict intervals
- People Leadership/Management
- Ability to work collaboratively and effectively with little supervision
- Ability to problem-solve and make decisions in real time
Timeline
Home Equity Loans Team Coach/Supervisor
Discover Financial Services
02.2023 - Current
Home Equity Loans Personal Banker
Discover Financial Services
07.2021 - 02.2023
Collections Team Coach/Supervisor
Discover Financial Services
11.2018 - 07.2021
Credit Card Collections Account Manager
Discover Financial Services
01.2016 - 11.2018
Diploma -
Youngker High School
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