TIMOTHY GARZA
San Antonio,TX
Summary
Dedicated Collections Professional with 7+ years of experience in account resolution, payment arrangements, and member relations. Proven ability to de-escalate challenging situations, meet performance goals, and support team success. Known for being a top performer, SME, and mentor who drives results while delivering exceptional member experiences.
Overview
8
8
years of professional experience
Work History
Business Customer Service Specialist
JP Morgan Chase
San Antonio, USA
02.2022 - Current
- Delivered phone and business client support for banking services, addressing accounts, payments, and problem resolution.
- Managed account inquiries, arranged payments, updated addresses, and processed orders for checks/credit cards.
- Consistently recognized for professionalism, product knowledge, and customer satisfaction.
- Key Achievements: Promoted to a new role within six months due to strong performance and dedication.
Collections Representative
Smile Brands
San Antonio, USA
11.2020 - 02.2022
- Managed patient accounts and resolved payment issues to enhance patient satisfaction.
- Negotiated payment plans and followed up on outstanding balances, ensuring compliance and timely collections.
- Achieved monthly production goals and performance standards, contributing to overall team success.
Remote Collections Representative
Bread Financial
San Antonio, USA
04.2018 - 11.2020
- Contacted customers with overdue balances to negotiate payment arrangements, improving recovery rates.
- Investigated account discrepancies while ensuring compliance with regulations, enhancing accuracy in account management.
- Investigated account discrepancies and ensured compliance with regulations.
Collections Specialist
Pentagon Federal Credit Union
San Antonio, USA
- Collected and resolved delinquent accounts by contacting members, assessing account status, and establishing payment arrangements to bring accounts current.
- De-escalated inbound calls from members upset about account activity, listening with empathy and providing effective solutions that transformed negative experiences into positive outcomes.
- Assisted peers by answering account questions, guiding them through required documentation, and ensuring members received accurate and consistent information.
- Top Performer - Ranked in the Top 5 in the department for the last 6 months, consistently exceeding expectations and earning $300-$500 monthly performance bonuses.
- Peer Support & Knowledge Leader - Frequently assist peers by answering account questions, walking them through required documentation, and ensuring members receive accurate and consistent information.
- SME (Subject Matter Expert) - Serve as an SME and mentor for new hire classes in the training room, taking their first calls, coaching in real time, and providing guidance and feedback to build confidence and skills.
Education
Emma Lee Broadway Academy -
Emma Lee Broadway Academy
Skills
- Credit & Collections
- Payment Arrangements
- Account Reconciliation
- Process Improvement
- Data Analysis
- Conflict resolution
- Customer Service Excellence
- Phone Etiquette
- Time Management
- Team Collaboration
- Microsoft Office
- Risk management
- Problem Solving
- Active Listening
Accomplishments
- Top 5 in Department, Ranked in the Top 5 for the last 6 months, consistently earning $300-$500 in monthly performance bonuses.
- SME & Mentor, Served as SME for new hire classes, coaching and guiding associates during their first calls.
- Peer Advocate, Go-to resource for peers, providing support and solutions to ensure member needs are met.
- Member Focused, Passionate about delivering excellent member experiences and turning challenges into solutions.
Timeline
Business Customer Service Specialist
JP Morgan Chase
02.2022 - Current
Collections Representative
Smile Brands
11.2020 - 02.2022
Remote Collections Representative
Bread Financial
04.2018 - 11.2020
Collections Specialist
Pentagon Federal Credit Union
Emma Lee Broadway Academy -
Emma Lee Broadway Academy