Veronica Ceja
Rialto,Ca
Summary
Dedicated business professional with a strong work ethic and a proven track record in enhancing operational efficiency. Demonstrates adaptability in various working environments, excelling both independently and in team settings. Possesses a resourceful approach to problem-solving while consistently driving company objectives and service value. Aims to leverage expertise to contribute to organizational growth and performance improvements.
Overview
27
27
years of professional experience
1
1
Certification
Work History
REVENUE RECOVERY OFFICER
San Bernardino County/ARMC
01.2015 - Current
- Manage assigned files to ensure outstanding balances are resolved
- Review and determine which Insurance company is responsible for balances
- Contact insurance companies to discuss/resolve disputes
- Review claims to ensure they are being billed correctly
- Assist fellow employees with their work loads, questions, and training on new procedures
- Keep track of reoccurring issues, research and submit proposed resolutions
- Submit appeals and authorization requests to insurance companies.
- Process incoming correspondence and updated accounts with relevant data.
- Assist in training new hires
Collection/Customer Service Representative
Green Tree Servicing LLC
01.2013 - 01.2015
- Oversee Fannie Mae primary mortgage accounts.
- Aided in handling both first and second mortgages for Bank of America and Citi clients.
- Guide customers in identifying optimal solutions tailored to their needs.
- Utilized tracking techniques to determine customer locations as needed.
- Guided customers through loss mitigation processes, including Deed in Lieu, Short Sales and Modification.
- Prepared accounts for foreclosure proceedings as needed.
- Trained new hires.
REO Research Analyst
HSBC
01.2010 - 01.2011
- Led a team of professionals delivering consistent project successes.
- Conducted training sessions for new team members.
- Kept comprehensive daily logs on employee productivity.
- Collected and evaluated data from multiple sources.
- Partnered with legal professionals to determine necessary data insights.
- Conducted thorough analysis of existing customer contracts to identify missing documentation.
- Designed initiatives to streamline workflow processes.
- Drafted comprehensive reports and concise presentations for management review.
Inbound customer service and collections
HSBC
01.2007 - 01.2010
- Led and coordinated team projects.
- Handled incoming customer inquiries.
- Acknowledged for exceptional service with a placement among the company's top 10 employees in 2010.
- Conducted training sessions for peers on newly implemented systems program.
- Consistently achieved top ranking as #1 collector across multiple departments.
Payoff Department
HSBC
01.2006 - 01.2007
- Founded and pioneered a new company department.
- Department lead
- Spearheaded deployment and trial run of the latest departmental software.
- Facilitated learning programs to educate both employees and management within the department.
- Collaborated with customers and client companies to obtain payoffs for secured loans.
- Analyzed agreements to ensure understanding of terms influencing payoff conditions.
Customer Care Program
HSBC
01.2005 - 01.2006
- Directed team activities efficiently for successful task completion.
- Facilitated onboarding process for newly hired staff.
- Handled escalated calls efficiently to aid colleagues.
- Clarified various loan and contract options to customers.
- Generated multiple loan leads with clients, boosting company revenue.
Due Diligence
HSBC
01.2004 - 01.2005
- Directed team operations to achieve project objectives.
- Evaluated designated accounts to initiate appropriate actions, including judgments, repossessions, and foreclosures.
- Drafted detailed financial accounts for legal proceedings.
Collections Specialist
HSBC
01.2002 - 01.2004
- Offered customer support and managed collections in call center setting.
- Negotiated payment plans on past due, late, and active accounts to ensure timely collections.
- Supported various functional units such as Dialer and Manual collections.
- Skip-traced customer by utilizing internet tools and in-house programs (Qsent, Ecollect, Accurint, Mars, Cbr).
Manager
Spencer Gifts
01.1998 - 01.2001
- Managed workforce of eight staff members.
- Skillfully administered cash handling duties along with managing payroll processes.
- Executed hiring process responsibilities.
- Advanced to retail manager role in under 8 months.
- Fostered a team environment that enhanced staff morale and boosted customer satisfaction.
Education
Associates degree - Social and Behavioral Sciences
Citrus Community College
Skills
- Proficient in Data Analysis
- Simultaneous Task Handling
- Case management
- Investigating historical data
- Results-Driven
- Advanced Conflict Management
- Proficient in Negotiation Strategies
- Analytical Problem Solving
- Detail-Oriented Analysis
- Skilled Trainer
Certification
- Certified Revenue Recovery Cycle Reprenative
- CPR certified
- CDC heads up certification.
Languages
Spanish
Native/ Bilingual
Timeline
REVENUE RECOVERY OFFICER
San Bernardino County/ARMC
01.2015 - Current
Collection/Customer Service Representative
Green Tree Servicing LLC
01.2013 - 01.2015
REO Research Analyst
HSBC
01.2010 - 01.2011
Inbound customer service and collections
HSBC
01.2007 - 01.2010
Payoff Department
HSBC
01.2006 - 01.2007
Customer Care Program
HSBC
01.2005 - 01.2006
Due Diligence
HSBC
01.2004 - 01.2005
Collections Specialist
HSBC
01.2002 - 01.2004
Manager
Spencer Gifts
01.1998 - 01.2001
- Certified Revenue Recovery Cycle Reprenative
- CPR certified
- CDC heads up certification.
Associates degree - Social and Behavioral Sciences
Citrus Community College
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