Customer Service Account

DARABIEL RIVERA

PROFESSIONAL PROFILE

Highly organized, efficient, and skilled professional. Award winning track record in customer care, single point of contact, as well as collections background within several well established banks. Good management skill looking to further expand professional development within a company that can use my talents to their potential.

SKILL SUMMARY

Working knowledge of FDCPA, RESPA, AND SCRA

Possess exceptional reporting skills.

Able to research, compile, and perform in depth analysis on critical operational data.

Bilingual able to speak and translate from English to Spanish.

Excellent troubleshooting, technical, and resolution skills with the ability to multi-task on projects.

In-depth knowledge of Collections and Mitigations.

Proficient with Microsoft products.

EDUCATION

Phoenix University, Jacksonville, Fl

oBachelors Degree in Business science and management Graduated September 2015

Commonwealth Community Challenge, Virginia Beach, VA- Graduated 1996.

Naval Avionics School, Meridian, MS, - Graduated 1997.

PROFESSIONAL EXPERIENCE

Ally Financial

Bilingual Collections Mitigation 09/2015- 11/2016

Utilize dialer systems to contact assigned delinquent customer.

Interact with customers suggesting methods for resolving short term and long term financial problems.

Use analytical skills to assess alternative solutions for account remedies using influence and counseling skills to educate customers on their alternatives and ramifications of their actions.

Negotiate account resolution, accurately input and document actions within the collection systems while maintaining company performance and productivity standards.

Maintain good customer relations with borrowers and effectively solves problem in an effort to resolve account delinquency and prevent losses.

Work High Balance Sheets.

Review and refer files to Loss Mitigation to assist customers with maintaining their property and preventing lost to the company.

Assisting team members with second talk-offs, which attempted to secure arrangements.

Assisting customers facing financial hardship as well as foreclosure with home assistance by pre qualifying and identifying room for potential modifications.

Incomm

Customer Service 08/14/14- 08/14/15

Bilingual representative in charge of problem resolution as well as account maintenance.

Knowledgeable in all products including Mio, Jackson Hewitt, Cell Phones loading, My vanilla 1, My vanilla reload, as well as gift cards.

Working in an inbound fast pace atmosphere where quality assurance is essential and one of the main staples of our day to day business.

One of the company’s best reps always recognized for adherence, quality score, and highest percentage for de-escalation dealing problematic issue resolution.

Able to multitask not only maintain highest ability for work ethic but also train and mentor people around him to better the overall team goal.

Present Professional Debt Mediation 12/24/13-06/22/14

Portfolio analyst

Work up to three hundred accounts on a daily basis.

Interact with customers offering methods and suggestions to resolve charged off balances on various products offered by Citi bank, Bank of America, or Barclays.

Use analytical skills to assess alternative solutions for account remedies using influence and counseling skills to educate customers on their alternatives and ramifications of their actions.

Negotiate account resolution, accurately input and document actions within the collection systems while maintaining company performance and productivity standards.

Maintain good customer relations with borrowers and effectively solves problem in an effort to resolve account delinquency and prevent losses.

Assisting team members with second talk-offs, which attempted to secure arrangements.

PNC Bank 09/12-08/13

Retail Credit Collections Representative III

Utilize dialer systems to contact assigned delinquent customer.

Interact with customers suggesting methods for resolving short term and long term financial problems.

Use analytical skills to assess alternative solutions for account remedies using influence and counseling skills to educate customers on their alternatives and ramifications of their actions.

Negotiate account resolution, accurately input and document actions within the collection systems while maintaining company performance and productivity standards.

Maintain good customer relations with borrowers and effectively solves problem in an effort to resolve account delinquency and prevent losses.

Work High Balance Sheets.

Review and refer files to Loss Mitigation to assist customers with maintaining their property and preventing lost to the company.

Assisting team members with second talk-offs, which attempted to secure arrangements.

Assisting customers facing financial hardship as well as foreclosure with home assistance by pre qualifying and identifying room for potential modifications.

Wells Fargo Bank 07/08- 8/2012

Retail Credit Collections Representative II

Utilize dialer systems to contact assigned delinquent customer.

Interact with customers suggesting methods for resolving short term and long term financial problems.

Use analytical skills to assess alternative solutions for account remedies using influence and counseling skills to educate customers on their alternatives and ramifications of their actions.

Negotiate account resolution, accurately input and document actions within the collection systems while maintaining company performance and productivity standards.

Maintain good customer relations with borrowers and effectively solves problem in an effort to resolve account delinquency and prevent losses.

Work High Balance Sheets.

Review and refer files to Loss Mitigation to assist customers with maintaining their property and preventing lost to the company.

Assisting team members with second talk-offs, which attempted to secure arrangements.

Assisting customers facing financial hardship as well as foreclosure with home assistance by pre qualifying and identifying room for potential modifications.

United States Navy Jacksonville, Florida 07/97-07/05

Aviation Admin / Master at Arms / Night shift supervisor

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