YADIEL OLIVO COLÓN

• Mediation for Well Fargo Product Remediation Accounts.
• Provide weekly quality review to all agents.
• Maintained team coaching standards of 100% by time management, timely coaching, and consistent monitoring of coaching rate measured by a daily QA Report.
• Monitor and provide consistent engagement and recognition by daily meetings, chats, trainings and timely response. Ensured proper process for handling situations.
• Payroll audits to ensure timecard entered correctly and approve before weekly cutoff.

Sr Specialist Recovery Reinstatement 01/2023-09/2023

• Provided recovery and collection efforts on past due and charged off accounts through reinstatements.
• Worked with customers, business partners and outside agencies or 3rd parties to ensure recovery and collection efforts are processed in a timely manner.
• Provided customers with pertinent information including flip scripts and state laws to effectively recover assigned collateral.

Sr Specialist Assistance Services 03/2019 - 01/2023

• Assist customers to reduce delinquency based on my determination and guidelines.
• Educate customers on how assistance programs work and any potential impact to customer and account.
• Collection efforts and negotiation with the customer within company guidelines.
• Communicated with customers to resolve past-due balances and documented accounts receivable activities.

Sr. Representative Collections, Late Stage 02/2018 - 03/2019

• Achieved performance goals on consistent basis.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Managed delinquent accounts 90+ days past-due.
• Made effective use of dialing system to increased right party contacts.
• Educated customers about terms of contract.
• Used scripted conversation prompts to convey current account information and obtain payments.
• Used skip tracing and other techniques to locate debtors.
• Entered client details and notes into system for interdepartmental access and review.

Collections Representative, Early Stage 05/2017 - 02/2018

• Negotiated to collect balance in full.
• Used probing techniques to determine debtors' reasons for delinquency.
• Counseled debtors on payment options and arranged installment agreements.
• Recorded all information regarding financial status of customers.
• Researched accounts and completed due diligence to resolve collection problems.
• Processed payments and applied to customer balances.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Resolved challenging situations with friendly but firm strategies.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Client guidance for benefit enrollments.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.