Sewa Quintero
Phoenix,AZ
Summary
Dynamic Collections Specialist with proven success at Discover Financial, excelling in credit and collections. Expert in relationship building and conflict resolution, I enhanced customer payment compliance and streamlined collection processes, significantly boosting recovery rates. Highly motivated with strong analytical skills, I uphold ethical standards while delivering exceptional service.
Results-driven collections professional adept at managing overdue accounts and implementing effective collection strategies. Proven track record of reducing delinquency through strategic communication and negotiation. Known for collaboration and flexibility, ensuring team success and adaptability to changing needs while maintaining high standards.
Experienced with account management, negotiation, and conflict resolution in collections. Utilizes targeted communication strategies to enhance debtor engagement and recovery. Track record of reducing delinquency rates and improving overall collections efficiency.
Overview
17
17
years of professional experience
Work History
Collections Specialist
Discover Financial
09.2024 - Current
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
Fraud Representative
Wells Fargo Bank
08.2024 - 09.2024
- Reduced fraud incidents by implementing advanced detection tools and strategies.
- Implemented robust reporting mechanisms to ensure timely escalation of critical issues related to ongoing or potential fraudulent activities.
- Improved customer trust through transparent communication regarding potential fraud threats and resolutions.
- Demonstrated expertise in various types of fraud schemes, enabling effective countermeasures for prevention and detection efforts across the organization.
- Protected company assets through vigilant review of account activity, swiftly addressing any anomalies or suspicious behavior detected.
- Mitigated financial losses by promptly identifying and resolving cases of fraud.
Claims Adjuster
Progressive Insurance
04.2022 - 06.2024
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
- Prepared summaries of damage, payments, and policy coverage.
Account Resolution Specialist
Wells Fargo Auto
12.2016 - 01.2022
- Provided exceptional customer service, handling inquiries and resolving issues in a professional manner.
- Resolved account discrepancies by analyzing financial data and collaborating with internal departments.
- Completed in-depth research to investigate claims and resolve problems.
- Monitored aging accounts and reached out to customers to discuss payments.
- Documented all actions performed and interactions with customers.
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
- Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
- Assessed individual situations and developed effective and appropriate resolutions.
Senior Collector
Bank of America
08.2008 - 10.2016
- Maintained strict compliance with federal regulations, ensuring the protection of consumer rights and upholding ethical practices within the organization.
- Streamlined collection processes, resulting in increased efficiency and reduced operational costs.
- Set and monitored performance goals for the collections team, consistently achieving or surpassing targets for account resolution and revenue recovery.
- Maximized revenue recovery by conducting thorough account investigations and addressing discrepancies promptly.
- Managed a portfolio of high-value accounts, successfully negotiating settlements to reduce losses for the organization.
- Implemented proactive measures such as early intervention initiatives to address potential payment issues before they escalate into delinquencies.
Education
No Degree - Business Administration
Rio Salado College
Tempe, AZSkills
- Credit and collections
- Teamwork orientation
- Account review
- Collections
- Proficiency in MS Office, EXCEL, Outlook, Adobe, Powerpoint and MS Teams
- Customer research
- Skip tracing
- Conflict resolution techniques
- Claims investigation
- Active listening
- Critical thinking
- Claims processing
- Highly motivated
- Fraud prevention
- Investigation techniques
- Banking operations
- Ethical standards
Timeline
Collections Specialist
Discover Financial
09.2024 - Current
Fraud Representative
Wells Fargo Bank
08.2024 - 09.2024
Claims Adjuster
Progressive Insurance
04.2022 - 06.2024
Account Resolution Specialist
Wells Fargo Auto
12.2016 - 01.2022
Senior Collector
Bank of America
08.2008 - 10.2016
No Degree - Business Administration
Rio Salado College
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