Sytoria Maldonado
Orange Park,FL
Summary
With over 20 years of experience, a dedicated Financial Analyst and Customer Service Representative excelling in enhancing customer experiences through superior communication, analytical problem-solving, and customized solutions. Throughout the career, consistently demonstrating expertise in financial management, risk management, and account reconciliation. Adept at multitasking, critical thinking, and working collaboratively in team environments. Committed to delivering exceptional service while maintaining regulatory compliance.
Overview
19
19
years of professional experience
Work History
Remote Account Analyst IV
TD Auto Finance
Orange Park
06.2023 - Current
- Expertly managed a high volume of delinquent auto loan accounts through a combination of dialer and manual calling strategies, consistently exceeding collection targets
- Utilized advanced communication skills to connect with customers, guiding them through the resolution process and negotiating mutually beneficial solutions
- Implemented strategic collection techniques, including skip tracing, negotiation, and repayment plan development, resulting in a significant decrease in delinquency rates
- Educated customers on loan terms, products, and service options, enhancing their understanding and compliance.
Analyst III
PNC Bank
Orange Park
08.2012 - Current
- Effectively manage the collection of higher-risk delinquent accounts to minimize bank losses
- Provide excellent customer service and counsel customers on credit issues
- Manage risk, ensuring compliance with regulatory requirements and achieving production and quality targets
- Senior Single Point of Contact for mortgage-related issues, handling complex cases and ensuring seamless communication and resolution.
Account Specialist
Learning Care Group
Jacksonville
03.2005 - 07.2012
- Delivered inbound/outbound customer service, focusing on quality, retention, and increasing enrollment
- Ensured compliance with state and federal policies and regulations
- Managed billing for third-party agency funding and maintained a low ARS percentage.
Senior Account Specialist
HMFC/KMFC
Jacksonville
11.2008 - 08.2009
- Managed high-volume calls for auto finance collections
- Offered payment arrangements, extensions, and qualifying plans to meet budget and goals.
Healthcare Operations Manager
Open Arms Agency
Jacksonville
10.2005 - 08.2009
- Staffing
- Medical Records Management
- Medicaid Billing
- Client Intake
- Community Outreach
- Marketing
- Compliance Training & Development
- HR Coordinator
- Medical Claims Processing
- Face to Face Customer Service
- Entry level IT Support
Education
Bachelor of Business Management in Human Resources -
University of Phoenix
Tempe, AZ12.2017
Skills
- Statistical Analysis
- Financial Management
- Account Reconciliation
- Teamwork and Collaboration
- Interpersonal Communication
- Training and Development
- Organization and Time Management
- Flexibility and Adaptability
- Multitasking Abilities
- Critical Thinking
- Customer Focus
- Accuracy and Attention to Detail
- Mortgage Collection Management
- Conflict Management
- Knowledge of Product Line
- Maintaining Regulatory Requirements
- Meeting Production and Quality Requirements
- Advanced Excel
- Sales Support
- Data Interpretation
- Microsoft Office
- Documentation and Reports
- Team Building and Leadership
- General accounting
- Financial Statements
- Analytical Thinking
Additional Information
Domestic Violence & Sexual Assault Advocate, Youth & Family Resource Advocate, Financial Literacy Coach
Timeline
Remote Account Analyst IV
TD Auto Finance
06.2023 - Current
Analyst III
PNC Bank
08.2012 - Current
Senior Account Specialist
HMFC/KMFC
11.2008 - 08.2009
Healthcare Operations Manager
Open Arms Agency
10.2005 - 08.2009
Account Specialist
Learning Care Group
03.2005 - 07.2012
Bachelor of Business Management in Human Resources -
University of Phoenix