Victor Garcia
Rancho Cucamonga,CA
Summary
Account Resolution Specialist III managing 75+ delinquent accounts at a time through 50+ daily inbound and outbound collections calls. Negotiates payment plans, full balance remittance, and default resolution while conducting account investigations and documenting actions with precision. Supports quality assurance through audits, customer surveys, and team communication for bi-weekly meetings.
Overview
23
23
years of professional experience
Work History
Account Resolution Specialist III
Wells Fargo Home Mortgage
05.2008 - 06.2024
- Handle 50+ inbound and outbound delinquent-account calls daily while balancing reconciliation and customer follow-up.
- Coordinate bi-weekly team communications and share clear updates that support consistent account resolution.
- Negotiate payment arrangements, defaults, and full balance remittance to move delinquent accounts toward resolution.
- Research claims thoroughly and resolve account issues by gathering facts and documenting findings.
- Apply loan document review and regulatory compliance practices when investigating delinquent-account discrepancies.
- Organize account details and case notes to support timely follow-up across complex resolution workflows.
Loan Officer
Countrywide Home Loans
02.2004 - 11.2007
- Processed 25 loan applications weekly while maintaining complete and accurate file documentation.
- Originated, reviewed, processed, closed, and administered customer loan proposals from start to finish.
- Compiled applicant credit histories, corporate financial statements, and supporting financial records into organized loan files.
- Supported senior credit officers on complex loan applications requiring additional review and documentation.
- Maintained strict confidentiality of bank records and client information throughout loan handling activities.
- Applied strong communication and customer service skills to guide applicants through loan requirements and follow-up questions.
Store Manager
Foot Locker Inc.
01.2001 - 02.2004
- Supported 50+ seasonal sales events per quarter by rotating merchandise and preparing promotional displays.
- Directed incoming merchandise receiving and floor presentation to align with planned promotions and seasonal resets.
- Used organization and communications to update internal policies and keep the store responsive to daily demand.
- Hired, trained, and evaluated sales and marketing staff to strengthen team performance and customer service.
- Managed budgets, approved payments, and processed merchandise returns with consistent attention to store controls.
- Completed point-of-sale opening and closing procedures, including cash counts, to keep daily operations on schedule.
Education
GED -
Pomona Adult School
Pomona, CASkills
- Customer service
- Organization
- Communications
- Problem resolution
- Claims processing
- Collections management
- Delinquent account resolution
- Payment arrangement negotiation
- Loan processing
- Quality assurance audits
- Debt recovery strategies
- Regulatory compliance
- Loan document review
- Escalation management
- Call quality monitoring
Timeline
Account Resolution Specialist III
Wells Fargo Home Mortgage
05.2008 - 06.2024
Loan Officer
Countrywide Home Loans
02.2004 - 11.2007
Store Manager
Foot Locker Inc.
01.2001 - 02.2004
GED -
Pomona Adult School