Roque (Rocky) Alejo

coaching as needed.
Ensured compliance with all applicable laws, regulations, policies and
procedures related to collections activities.
Developed strategies for collecting on delinquent accounts while
maintaining customer relations.
Produced monthly reports detailing progress against established goals for
collections activity.

• Trained staff on best practices for collections and customer interaction techniques.
• Collaborated with cross-functional teams to resolve customer disputes efficiently.
• Established procedures for collection of past due amounts.

Train and develop staff members of the Centralized Collections team
(Auto, personal and retail loans).
Monitor departmental metrics to ensure performance standards are met.
Recommend and implement process improvements when needed.
Working with senior leadership to implement strategic initiatives.
Conduct account audits and communicate results to team members.
Facilitate escalation resolutions with Regional customers and team
members.
Resolve employee issues where necessary.
Facilitate scheduling to ensure proper coverage.
Other duties as assigned by leadership.

Trained and mentored new employees on collection methods,
documentation requirements, and performance strategies.
Supervised staff of collectors, monitoring phone calls and letters. Followed
prescribed scripts and maintained a friendly but firm attitude with full
knowledge of contractual requirements and legal remedies.
Researched and resolved accounts payable discrepancies. Visited premises
of customers to directly collect payments.

• Researched accounts and completed due diligence to resolve collection problems.

Processed customer requests for statements, ordered additional checks,
and updated customer personal information in the database.
Worked with clients to address and respond to client and partnership
management issues.
Met with members to understand goals and recommend solutions to fit
specific needs.
Corresponded with customers and conferred with coworkers to answer
inquiries, discuss market fluctuations, or resolve account problems.

• Set clear team goals and delegated tasks and set deadlines.

Trained and mentored new employees on collection methods,
documentation requirements, and performance strategies.
Supervised staff of collectors, monitoring phone calls and letters. Contacted
customers to collect outstanding payments via one-time or negotiated
installment methods.
Processed payments and applied to customer balances. Contacted clients
with past-due payments and actively monitored payments due from
clients.
Researched accounts and completed due diligence to resolve collection
problems.