Veronica Fuentes
San Antonio,TX
Summary
Results-driven account resolution and customer service professional with 5 years of experience managing high-volume inbound and outbound accounts, negotiating settlements, establishing payment plans, and resolving delinquent balances. Strong background in account research, payment processing, documentation accuracy, and meeting performance goals in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Collections Specialist
Jefferson Capital
San Antonio, Texas
12.2024 - Current
- Manage high-volume inbound and outbound account activity while maintaining productivity and quality standards.
- Negotiate settlements and create payment arrangements based on customer needs and company guidelines.
- Process customer payments securely using WebPay and update account records accurately.
- Research account histories and resolve discrepancies to support timely account resolution.
- Maintain detailed notes and documentation in Latitude CRM system.
- Utilize LiveVox dialer platform to efficiently manage call queues and daily workflow.
- Communicate professionally with customers regarding sensitive financial matters while maintaining compliance standards.
- Consistently meet or exceed monthly performance goals for collections and customer service.
- Reliable team member with experience in fast-paced customer-facing environments.
- Demonstrated strong attendance, adaptability, and communication skills.
Collections Specialist
PenFed Credit Union
San Antonio, Texas
05.2024 - 12.2024
- Managed customer accounts to ensure timely collections of outstanding balances.
- Communicated with clients regarding payment arrangements and account updates.
- Utilized internal software to track collections progress and document interactions.
- Resolved disputes by investigating account discrepancies and coordinating with clients.
- Assisted in developing payment plans tailored to individual client needs.
- Analyzed account information to identify trends in payment behaviors and issues.
- Maintained compliance with regulations while handling sensitive customer information.
Collections Specialist
Conns Home Plus
San Antonio, Texas
03.2022 - 05.2024
- Resolved disputes by investigating account discrepancies and coordinating with clients.
- Assisted in developing payment plans tailored to individual client needs.
- Analyzed account information to identify trends in payment behaviors and issues.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
- Met demands of busy collections group by performing high volume of daily calls.
Insurance Verification Specialist
Urology of San Antonio
San Antonio, Texas
06.2019 - 03.2022
- Verified insurance eligibility and benefits for urology patients daily.
- Collaborated with healthcare providers to obtain necessary documentation for claims.
- Reviewed patient accounts for accuracy and completeness before submission.
- Documented interactions and updates in electronic health record systems accurately.
- Trained new staff on insurance verification processes and best practices effectively.
- Processed claims submissions and tracked status through proprietary software systems.
- Resolved discrepancies with insurance companies regarding claim payments.
- Investigated denied claims to determine cause of denial and appeal as necessary.
Education
John Jay Hs
San Antonio, TexasSkills
- Accounts Receivable Payment Plans Settlement Negotiation Account ManagementCustomer Service Billing Support Collections Compliance CRM SystemsData Entry Documentation Microsoft Outlook Problem SolvingTime Management Remote Work Readiness Professional Communication
References
References available upon request.
Timeline
Collections Specialist
Jefferson Capital
12.2024 - Current
Collections Specialist
PenFed Credit Union
05.2024 - 12.2024
Collections Specialist
Conns Home Plus
03.2022 - 05.2024
Insurance Verification Specialist
Urology of San Antonio
06.2019 - 03.2022
John Jay Hs