Customer Service Manager

JESUS RAMIREZ ***** Jamacha Blvd Spc ** Spring Valley CA, 91978

acx1o6@r.postjobfree.com • Cellular 619-***-**** Home 619-***-****

Collections Specialist

Summary

Customer service professional offering 15 years of diversified experience in the collections area.

: Excellent communication and problem-solving skills.

: Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations.

: Able to focus on projects, develop strategies and meet or exceed deadlines.

: Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity.

Experience

BRIDGEPOINT EDUCATION / ASHFORD UNIVERSITY, SAN DIEGO, CA 2012 to 2016

COLLECTIONS SPECIALIST

My position responsibility was to collect on past due accounts. Responsible for follow-up and collection of receivables while at the same time maintaining goodwill. We were assigned a set of books and identify accounts that are eligible for re-entry; set-up payment plans and assign accounts to the manager for agency placements.

Job Duties:

• Reviews the aging report and customer balances.

• Contacts the customer (via telephone/fax/letters) on a delinquent account.

• Applies knowledge and understanding of individual customer accounts to efficiently and effectively handle account balance inquiries, resolve account problems, billing disputes, misapplied payments and other issues as needed to provide quality customer service.

• Consults with Manager and/or sales personnel on unusual collection situation (i.e. Credit holds) including sales orders in excess of the established limit.

• Creates recommendations for review by the accounts receivable manager on the acceptance of settlement amounts, partial payments, time extensions, and the writing-off of receivables.

SANTANDER CONSUMER USA, SAN DIEGO, CA 2010 to 2011

COLLECTIONS SPECIALIST BACKEND ACCOUNT MANAGER

•Worked within Auto Loan Modification Program

•As part of a pilot program; performed loan modifications to help the bank mitigate losses and enable our customer to keep the vehicle.

•Collected and managed a portfolio of Subprime Accounts.

•Negotiated and structured payment plans to avoid repossession, brought accounts current, and kept them out of future collection efforts.

•Skip Traced as required to obtain location of Collateral and customers.

•Used outside tools as needed (Door Knock Agents, Skip Tracers, Repo Agents, and Filing Replevins as necessary).

•Analyzed and assembled data to make loan recommendations.

•Assisting other collectors as required and strategizing, advising, and when necessary.

Identifying write-off accounts. Reviewing customer's overdue balances. Performing write-off's. Advice delinquent clients on the account maintenance. Negotiations and restructuring loan re-payments. Start repossession on the old due accounts, and assigned with Repo agencies.

HSBC AUTO FINANCE CORP, SAN DIEGO, CA 2004 to 2010

LEAD COLLECTIONS SPECIALIST

ASSET RECOVERY: 60-150 days past due. One of my greatest challenges that really develop my extensive knowledge back-end acct manger. Skip tracing and customer service and repossession. Demonstrated the ability to priotize workflow, work independently and as a team member. I achieve to be one of the best in the department, receiving recognition to Lead Specialist, this help motivate myself to stride towards management position developing myself to help run the department in absence of a manager. Process loan modifications and consulted and assisted customers.

Strong analytical problem solving and decision making skills to resolve hardships on daily basis and to also make arrangements for car payments.

*Identify whether or not to submit vehicle for repossession.

*Identify to write-off an account.

*Communicated with outside contractors on where to obtain vehicle.

*I trained many new hires to ensure compliance with all federal and state regulations and company policies and standards.

*Resolved billing disputes and questions.

*Set up payment Skip tracing.

Became the top collector in my area to where I was asked to step up by my managers to put together a bilingual and special task team Non administrative department. Provided feedback to management and team members. Lead team to maintain business operations.

HOUSEHOLD AUTO FINANCE, SAN DIEGO, CA 2000 to 2004 COLLECTIONS COUNSELOR

FRONTEND & MIDRANGE COLLECTOR

Interacted with customers by obtaining current or delinquent payments and processing Managed requests regarding property, products and services Processed payments via Western Union or Credit Card Evaluated and resolved customer complaints Annotated complaints and referred to Assistance Desk Performed customer I.D. information Processed requests for auto-pay, and cease and desist Education

Education

ITT TECHNICAL INSTITUTE, SAN DIEGO, CA

Associate of Science, Electronic Engineering

1985

Mar Vista High School, Imperial Beach, CA

1983

H.S., GEN

Skills

HIGHLY INITIATGIVE AND MOTIVATIVE. ABILITY TO NEGOTIATE WITH PEOPLE EVEN IN ANY DIFFICULT SITUATION. ABLE TO WORK UNDER STRESSFUL CONDITIONS MEETING WITH DEADLINES ABILITY TO FOLLOW INSTUCTIONS AND PAY ATTENTION TO DETAILS

STRONG ORGANIZATIONAL SKILLS ABLE TO WORK IN A TEAM ENVIORMENT.

HIGHLY FLEXIBLE. BILINGUAL IN SPANISH BOTH SPEAKING AND WRITING.

Training

A+ PERFORMANCE CAMPUS COURSES, WORK SHOP CLASSES, SAN DIEGO, CA, 2000 to 2010.

CAMPUS COURSES TAKEN WITH HSBC TO DEVELOP EXTENSIVE KNOWLEDGE ON DEBT COLLECTION, CONSUMER FINANCE, CUSTOMER SERVICE AND ASSET MANAGEMENT TO PROVIDE APPROPIATE RESOLUTION ON HIGH RISK ACCOUNTS.

FDCPA

ANTI MONEY LAUNDERING TRAINING

FRAUD AWARENESS

SPRING AND FALL COURSE IN SECURITY AWARENESS

TIME MANAGEMENT

TEAM DYNAMICS

EVERYDAY DIVERSITY

VIOLENCE IN THE WORK PLACE.

LOAN MODIFICATION AND SKIP TRACING CLASSES AND MANY OTHER CERTIFIED COURSES TO HELP MY SKILLS.

Recognition

INTERIM MANAGER, Jesus Ramirez, HSBC AUTO FINANCE, 2007 to 2004. PROMOTED TO INTERIM MANAGER IN ABSENCE OF AREA MANAGER.

DEPARTMENT COLLECTOR OF THE MONTH FOR ASSET RECOVERY, SAN DIEGO, CA, 2000 to 2010.

• Consistently won Top Agent of the Month awards for various months 2004-2010.

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