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Bi-lingual Recovery Representive Resume Example

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BI-LINGUAL RECOVERY REPRESENTIVE
Summary

Professional with an outstanding background in customer service, sales and banking. Detailed Manager effective in creating positive environments where employees can thrive and succeed. Reliable and aware of direct competitors and their strategies. Looking for a new management role where hard work and dedication will be highly valued with customer satisfaction in mind. 


Banking professional successful at cross-selling bank products and services. Hardworking and outgoing team member versed in  processes and management principles. Motivated  professional possessing a strong commitment to quality customer service coupled with superb communication skills. Bilingual Insurance Sales Agent talented at directing business development and customer base expansion efforts. Natural leader willing to go the extra mile to achieve sales targets and agency goals. Skilled Collection Specialist successful at managing a high volume of collections calls in fast-paced, demanding environments.


 Excellent conflict resolution and interpersonal skills. Driven to maximize returns and exceed monthly quotas. Hardworking recovery professional adept at working in the office or the field to skip trace, obtain payments and recover items. Demonstrated investigation skills with excellent verbal and written communication skills and 2 years of related experience.


Experience
Bi-lingual Recovery RepresentiveJul 2016 to Current
Synchrony Bank － Altamonte Springs, FL  Handle inbound  calls with existing customers. Educate customers on account status, attempting to solve customer problems and/or attempting to secure a payment or make payment arrangements. The goal is to help our customers build and retain a strong credit standing and maintain a customer for life. Manage inbound  collection callsPerform account level researchOvercome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilitiesBecome familiar with and follow Company guidelines and procedures (computer based training, class-room training, timecards, e-mail, training, etc)Attend team meetingsUpdate account information and complete appropriate documentation to ensure accurate reporting on accounts.
Retail Service BankerMay 2014 to Feb 2016
Florida Comunnity Bank － Winter Park, FL
  • Created strategies to develop and expand sales of services to existing customer which resulted in a 100% increase in annual revenue.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Maintained balancing record with 100% rate of accuracy.
  • Opened accounts with a cross sale ratio of 5 products opened.
  • Sold cashier's checks, traveler's checks and money orders.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
  • Advised clients on mortgage, educational and personal loans.
  • Maintained friendly and professional customer interactions.
Customer Service Associate I/ Personal BankerMar 2013 to Jun 2014
PNC Bank － Altamonte Springs, FL
  • Handled high level customer interaction, sharing product knowledge, cash handling.
  • Spend some time on the teller line and other times at a sales and service desk.
  • Ability to convey features of PNC products to customer.
  • Identify the financial needs of the customers and recommended PNC products and services to meet those needs.
  • Used my sales experience, product and procedural knowledge in a consultative manner to guide customer issues towards quick resolution.
  • Created strategies to develop and expand sales of services to existing customer which resulted in a 100% increase in annual revenue.
  • Organized and removed online banking files no longer in use.
  • Opened accounts with a cross sale ratio of 5 products opened.
  • Exceeded quarterly sales goals by 100%.
  • Handled various accounting transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Advised clients on mortgage, educational and personal loans.
Bi-lingual Customer Support Advisor IDec 2010 to Sep 2012
JP Morgan Chase － Casselberry, FL
  • Interacted with Chase credit card clients in attempting to resolve delinquency and directly impacting the risk of loss to the bank.
  • Provided assistance by offering solutions based on card members' individual needs with the goal of negotiating immediate payments and/or promises to pay with specified payment dates and amounts.
  • Maintained good customer relations while collecting on delinquent balances and negotiating solutions that are mutually beneficial to the cardholder and Chase.
  • Handled outbound and inbound calls to offer payment solutions and educate our customers on the importance of good credit.
  • Worked with internal departments such as legal, bankruptcy, and settlement, partnering with them to enable debt repayment.
  • Maintained friendly and professional customer interactions.
  • Managed, developed and directed branch personnel on daily operations.
  • Achieved account gain through loan judgment and effective customer solicitation Maintained office cash with accuracy and security while ensuring compliance with company record keeping procedures Minimized delinquent debt through collection activities both by telephone and field work Ensured compliance with state and federal lending regulations and Company policies.
  • Exceeded quarterly sales goals by 100%.
  • Collected member loan payments.
  • Prepared, sorted and distributed Sunbelt Credit reports to appropriate Department.
  • Maintained friendly and professional customer interactions.
Manager Nov 2009 to Feb 2010
Sunbelt Credit － Casselberry, FL
  • Scheduled staffing for the main branch.
  • Pulled daily branch loan reports.
  • Collected member loan payments.
  • Maintained friendly and professional customer interactions.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Submitted loan applications to the underwriter for verification and recommendations.
  • Developed and maintained relationships with local real estate agents.
  • Successfully closed an average of 15 loans per month.
  • Reviewed and edited loan agreements to ensure accuracy.
  • Complied with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Maintained friendly and professional customer interactions.
Center ManagerJan 2008 to Jan 2009
Ace Cash Express － Orlando, FL
  • Followed and administer center security and safety procedures reporting discrepancies to District Supervisor Market all ACE financial services through cross-selling and solicitation; trains and assist other center employees in marketing efforts Supervise, monitor and direct service associates on operations and customer service issues Managed controllable expenses through proper staffing, utility usage, janitorial and maintenance service and inventory of non-cash supplies Meet and exceed center budget goals.
  • Achieve profit maximization through application and control of expenses.
Education
BBA, Business Administration2002Inter American University － San German, PR, USABA: Business Administration Finance Accounting, Business Management, Marketing, Economics, Finance
Languages

 English & Spanish speaking

Skills

Microsoft PowerPoint, Bi -lingual Speaking, , Service Orientation,, Executive Management Support, Customer Service, Prioritization, Account Management, , Proofreading, Reading Comprehension, Research, Spreadsheets, Multi-Task Management, Documentation, Grammar, Computer Proficiency, Creative Problem Solving, Organizational Skills, Microsoft Word, Calendaring, Writing, Telephone Skills, Report Transcription, Minute Taking, Microsoft Outlook, Coordination, Scheduling, Internet Research, Customer Needs Assessment,  Microsoft Excel, , Client Relations, Active Learning, Data Entry, Email, Filing, Letters and Memos,  ,  Data Collection, Critical Thinking

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Resume Overview

Companies Worked For:

  • Synchrony Bank
  • Florida Comunnity Bank
  • PNC Bank
  • JP Morgan Chase
  • Sunbelt Credit
  • Ace Cash Express

School Attended

  • Inter American University

Job Titles Held:

  • Bi-lingual Recovery Representive
  • Retail Service Banker
  • Customer Service Associate I/ Personal Banker
  • Bi-lingual Customer Support Advisor I
  • Manager
  • Center Manager

Degrees

  • BBA , Business Administration 2002

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