Manager Customer Service
Resume:
MARCO RECIO
***********@*****.***
Bilingual (fluent) Spanish and English. Extensive collections background, including 3 years as collector
and 13 years combine experience as a Collections Consumer Lending Manager, Vice President of
Credit/Collections and Asset Recovery Specialist. Worked for banks (First National Bank, (Cal-Fed), third
party collection agencies (International Recovery Service), and a Credit Union (Sun Community Federal
Credit Union).
WORK HISTORY
2-03-14---Present
Collections Manager
National Credit Management
• In-charge of training all staff to ensure quality and goal achievement.
• Hire, train and discipline employees, update policies and procedures.
• Approve filing of legal process, review and attend creditors meetings.
• Monitor all the day to day Operations.
• Boost employee morals and create a competitors environment in a very positive way.
• Help and look for better skip tracing tools, and create incentives for the floor.
• Held morning meetings to encourage and promote success and help on the floor.
• Assist on collections issues such as complaint calls or help them overcome un paying
obstacles/excuses.
• Forecast/analyze portfolios.
07-25-2013 01-06-2014
Collections Manager – (Loan Servicing/Collection Agency)
Credit Solutions Corporation/CU REVEST
• In-charge of all day to day activities.
• Hire, train and discipline employees, update policies and procedures.
• Manage Credit union loans, review loan apps. And credits to determine how and what kind of
loan can we offer to salvage client.
• Approved and recommend x-collateral loans.
• Reduce delinquency, monitor, motivate and coach team leads to achieve monthly goals and
metrics.
• Review and plan strategies on who to better collect each portfolio, review penetration on accts
and collector performance.
• Maintain weekly meetings with all team leads to identify where we at, who needs help/training
and who needs to go.
• Balance General Ledger
• Create new strategies within our Industry to improve our collections and to better serve our
clients and borrowers.
• Create new methods of incentives to reward success.
• Increase our profitability by reducing cost and ensuring efficiency and accountability.
2006-07/12/12
Collections Manager – (Call Center Collections, Repossessions, Skip Tracing)
International Recovery Specialists (Third-Party Collection Agency and Repossession Service)
• In-charge of 4 branches(Phoenix, Imperial County, San Diego and Los Angeles)
• Started as a part-time Supervisor until offered full-time employment
• Responsible for monitoring all Collections and repossession activities
• Ensure team is meeting Collections and repossessions goals and metrics
• Supervise and motivate 4 mangers 8 Supervisors and a staff of 17 Collectors in a Call Center
Environment
• Build and monitor Dialer Campaigns, Monitor Collections calls, Coach Collectors on how to
close and collect problem accts.
• Maintain and Monitor staff compliance, ensure and address at all times that customers are treated
with respect and courtesy.
• Create and Pull reports that analyze length of time on a call, dropped calls, peek times, and
additional factors that could be adjusted on the predictive dialer system.
• Train and Oversee the Skip tracing supervisor on accounts that a collector cannot locate
• Perform internal monthly audits and reconciliations on accounts
• Review and Approve the filing of small claims documents for clients
Manage BK within standard guidelines.
• Perform regular reviews with supervisors on accounts in order to recommend field visits
• Advice Owners/Investors of potential problems with customers aging report as associated with
the cash flow.
• Manage timely payment of invoices
• Create strategies for marketing in order to absorb and maintain our clients.
2002-2006
Collections & Consumer Lending Vice-President
Sun Community Federal Credit Union
• Responsible for all Collections activities; Provided support and training to other departments as
needed
• Reviewed and created policies and procedures for Collections Department
• Scheduled and conducted all department trainings.
• Served on several committees (delinquency committee, credit committee, and ALM)
• Implemented and maintained Collection systems, delinquency control, and recovery of credit
union assets
• Prepared and reviewed delinquency reports for critical accounts
• Established satisfactory payment process
• Prepared monthly reconciliations for several general ledger accounts
• Prepared financial analysis reports that were communicated to the Board of Directors
• Interfaced with attorneys, collection agencies and outside collection organization
• Responsible for loss prevention
• Administered the repossession of collateral securing delinquent loans and provided for disposition
of repossessed property as provided by law
• Initiated foreclosures, maintained control of and assigned charged-off accounts to attorneys and
collection agencies
• Prepared and submitted insurance claims for credit life and disability as well as CPI and Gap
claims
• Approved loan extensions and re-writes, guarantee of title
• Oversaw the lending department, produced monthly reports to the Board, and approved
exceptions to loan of policy
• Approved, Deny Credit (Auto Loans, Lines of Credits, Credit Extensions and Rewrites) to Credit
Unions Members base on they’re credit worthiness or payment history.
2001-2002
Regional Office Manager
TruGreen Lawn Care
• Full charge responsibility of the entire region (Southern California to Arizona and Nevada) for
Accounts Receivable and Payable
• Built and established relations with clients
• Forecasted the P/L and DSO of the 12 branches
• Conducted a weekly A/R call with the branches in order to monitor the advancement and follow-
ups in the Aging reports
• Ran daily reports that would report the Profit Margin and Delinquency for each of the branches;
used the report to communicate what each branch manager should focus onVisited and supported
all the branches once a week (local branches, AZ, and NV)
• Maintained day-to-day contact with A/P department to ensure what P.O.'s and invoices had been
processed in order to avoid any credit hold on the branches
• Conduct Seminars
• Perform Walkthrough with clients on construction site.
1998-2000
General Office Manager (Collections)
Credit Bureau of San Bernardino
• In charge of the Collection department, including skip accounts
• Met personal monthly goals, enforced judgments, and provided customer service to all clients
• Motivated the staff and monitored performance to ensure they called between 60 and 80 accounts
each day
• Followed up with court dates, performed Payroll, bank deposits, and business development
1995-1997
General Manager (Collections)
Moreno Valley Collection Services
• Supervised the Collection department for 8 months as Supervisor, and then as General Manager
• Met the monthly goal of over 100 calls per day asking for monthly payments
• Accounts that were 15-120 days delinquent were either made current or paid in full
1994-1995
Collections Representative
First National Bank of Marin
• Made 100-120 calls per day to collect minimum payment on credit cards
• Took payments over the phone
• Focused on collecting entire amount due to bring the account current and available to use again
EDUCATION
• Attended UNLV (University of Las Vegas Nevada) - studied Business Administration
• Burbank Senior High School: Graduate
COMPUTER SKILLS
Computer Literate; proficient with Microsoft Works, Excel, and Word Perfect
• Collections Programs: Collect for Windows, AmcolSystems, Austin Logistics, Debt Master,
Dacks, Win-cat, XP, and Smart Dial
• Accounting programs: Peach Tree, Solomon IV, QuickBooks, JD Edwards
• Skip Tracing: Merlin, Accurint, and People Search
CERTIFICATES AND MEMBERSHIPS
• President and Coach of PAL (Police Athletic League)
• Member of the San Bernardino Rotary Club
• Treasurer for the Volunteer center of the Inland Empire
• Member of the American Collectors Association (Certify on FDCPA Regulations)
• Member of CARL (California Association of Licensed Repossessors)
• Licensed Repossessor in California RA#1386
• Trustee of the Elks Club
ACCOMPLISHMENTS
• Wrote a book on how to be a better Collector/Supervisor and Skip Tracer (soon to be published)
• Volunteer and give back to the community for the things received from it, Current University
Football Team(2014)
• I’m a father.
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