Manager Customer Service
Resume:
Nicandro Diaz
KATY, TX ***49
Email: **********@*******.***
PROFESSIONAL PROFILE
Over 15 years of experience in Auto Finance/Buyer, FDCPA Certified and Bilingual (Spanish). Experienced as a Branch Manager over a group of collectors and also as a Sr. Backend Collector. Accustomed to working in fast paced working environments, handling incoming and outgoing calls (both manually and from automated dialer), updating customer accounts, accounts receivables, accounts payable, working with past due accounts and maintaining excellent working relationships with vendors. Hard working team player that takes initiative and can work with minimal supervision.
SKILLS
Windows 2010/XP/NT
MS Office (Word, Excel, PowerPoint ), Internet Explorer, Outlook
Rumba, Shaw, FastData, Masterfiles, Accurint, InfoSpace, Skipease, Search Commander
EDUCATION
Sam Rayburn High School, Pasadena, TX (1994)
Houston Community College, Houston, TX (1994-1996)
Dual Citizenship (US Passport and IFE Electoral)
WORK EXPERIENCE
PFS Auto Finance 2016 to 2017
Branch Manager/Buyer Salary $ 60,000 annually
Manage overall operation of branch office including all phases of business development, credit extension, collecting and training of office staff.
Develop and maintain dealer and customer relations
Achieve account gain through proven loan judgment and effective customer and dealer solicitation
Ensure good customer service by giving quick and consistent credit decisions
Ensure compliance with state and federal lending regulations and Company policies
Ensure that the SAWS technique is used when evaluating a loan application
Ensure proper automobile appraisal by using Black Book
Minimize delinquent debt through collection activities by telephone
Ensure that all collections techniques used are performed within state laws and Company policies
Manage effective acquisition and disposal of repossessions
Accurately estimate the recovery values of repossessed automobiles
Ensure reporting of branch record-keeping to corporate office for accounting purposes
Maintain office cash with accuracy and security
Develop and train branch personnel
Supervise office staff
Alegria Auto Sales, LP 2009 to 2016
Finance Manager/Collection Manager Salary $55,000 annually
Perform collection activity on 45+ day accounts, or accounts not being collected at the loan servicing center
Prepare daily cash and performance records for the branch/sub branch
Perform daily portfolio reviews and provide input to manager and/or territory manager of portfolio status
Review assigned accounts and make suggestions to reserve, repossess or charge off
Maintain open communication with branch dealer base
Maintain accuracy in all financial transactions
Communicate to the dealer as it relates to portfolio including collections, reserves
Monitor and facilitate the archiving and storage of electronic and paper documents
Confirm and reconcile daily trading activity with dealers including reconciliation and account/dealer maintenance functions as needed
Perform general branch administrative functions as needed
CBS Model Application-Coach, train, develop and counsel direct reports while reinforcing the CBS call model - Work closely with other units and/or departments to achieve performance goals.
Account reviews-Review customer accounts regularly to ensure quality performance.
Customer calls: talk-offs- Take escalated calls as needed and talk to all voluntary surrenders to ensure all appropriate collections tools are used prior to taking possession of the vehicle
Administrative work - (i.e. PTO approval)- Manage attendance and vacation time.
All other duties as assigned
Develop and supervise team of representatives and prepare their performance reports, collections processes and procedures
Write and conduct performance evaluations, make employment decisions, set up performance goals and targets for assigned team
Promote customer service culture that encourages and ensures customer and staff satisfaction
Verify automobile sales information by reviewing auto sales contract data for accuracy
Calculate customer financial information to assure affordability
Collect and verify all documents/stips from customers e.g. proof of residence, employment, income, etc.
Close contracts, explaining all contract information to customer (Spanish/English)
Work directly with Underwriters in collecting all required underwriting documentation
Advise and inform underwriter of issues affecting installment sales contract status
Assure all customer information is entered on the system using FexDMS
Establish and maintain good working relationships with sales personnel
Maintain required standards set by the company
Reconcile all incoming payment transactions
Correct discrepancies
Compliance / Audit Manager
Verify Accuracy of all account paperwork
Verify all accounts are in compliance with State Law
Strategic Input
Assist owners in the development of strategic plans for operational activity. Implement and manage operational plans.
Santander Consumer Bank, Dallas, TX 2002 to 2009
Branch Manager/Underwriter Salary $48,000 annually
Conduct customer transactions on auto loans, supervise branch employees and help maintain branch safety and security standards.
Complete weekly branch audits, help lead collection efforts on past due loans and ensure loans are in compliance with company, federal, state and local laws.
Coach and mentor staff members on effective service techniques.
Develop action plans to enable employees to achieve goals. Identify training needs of staff members and schedule appropriate training.
Ensure that appropriate staffing levels are maintained at all times to provide quality customer service.
Supervise personnel, performance appraisals, promotions, involved in the hiring process and in terminations of employees.
Ensure adherence to the bank’s policies and procedures of all staff.
Help translate information on Spanish accounts.
Help junior collectors make payment arrangements and successfully collect the payments promised by the client.
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