Charlotte A. Ortiz N.A.

**** *. **** *****

Phoenix, Arizona 85037

602-***-****

Experience:

USAA Phoenix, AZ

Member Resolution specialist I - MRT/HL

September 2013 - April 2024

Explained banking products and services to customers over the phone. Assisted customers with questions, escalation complaints, and complexed account issues. Assisted member service representatives with complex customer calls. Worked off site from home.

Experience:

Gatestone and Co. Phoenix, AZ

Senior Real Estate recovery Collector August 2012- September 2013 Collected or adjusted more complex secured Home Equity accounts for 1st party client USAA. Contacted customers via telephone in regard to delinquent account. Worked with customers to arrange for acceptable payoffs, settlements, short sales, or refinances of their home equity loan. Skip traced accounts that included contacting creditors, employers, and personal references to locate customers.

Prepared all necessary documents, files, and notes. Have full understanding of FDCPA, consumer credit law, financial analysis and limited bankruptcy knowledge.

Exceeded personal and team collection goals monthly. Bank of America Phoenix, Arizona

Senior Collector January, 2008 to June 2011

Utilized multi computer screens and programs to collect customers that have several different accounts such as consumer lending, small business, auto loans, & real estate. Located and notified customers with delinquent accounts and attempted to secure payment, using postal services & telephone, Mailed form letters to customers to encourage payment of delinquent accounts.

Conferred with customers by telephone in attempt to determine reason for overdue payment, reviewing terms of sales, service, and credit contract with customer.

Used automated telephone dialing system to contact customers and computer to record customer account information.

Offered payment programs & credit counseling options to customers. Provided continued customer service.

Have full understanding of FDCPA, consumer credit law, financial analysis and limited bankruptcy knowledge.

Exceeded personal and team collection goals monthly. JP Morgan Chase Phoenix, Arizona

Real Estate Recovery Specialist IV January 2006 to December 2007 Collected or adjusted more complex secured Home Equity accounts. Contacted customers via telephone in regard to delinquent account. Worked with customers to arrange for acceptable payoffs, settlements, short sales, or refinances of their home equity loan. Negotiated with investors to purchase delinquent notes. Skip traced accounts that included contacting creditors, employers, and personal references to locate customers.

Prepared all necessary documents, files, and notes. Have full understanding of FDCPA, consumer credit law, financial analysis and limited bankruptcy knowledge.

Exceeded personal and team collection goals monthly. Banner Good Samaritan Medical Center Phoenix, Arizona Patient Care Assistant October 2004 to January 2006 Answered signal lights, bells and intercom system to determine patients' needs.

Served and collected food trays and fed patients requiring help. Transported patients, using wheelchair and wheeled cart and assisted patients to walk.

Recorded temperature, blood pressure, pulse and respiration rates, food and fluid intake and output, as directed.

Cleaned, sterilized, stored, prepared and issued dressing packs, treatment trays and other supplies.

Learned all aspects of HIPAA and code of conduct in a patient care facility.

Assist nurses with patient care,Admit and discharged patients. Filling,data entry, have full knowledge of medical terminology, answer incoming calls from physicians.

Maintained high standards of excellence

Chase Card Member Services Tempe, Arizona

Collector III October 2002 to October 2004

Assisted card holders with accounts 120 days delinquent. Provided options and discussed payment arrangements. Skip tracing, data entry, take inbound and outbound calls. Qwest Communications Phoenix, Arizona

Credit Consultant May 1999 to September 2002

Took inbound telephone calls from customers

Assisted in restoring disconnected service

Collected on delinquent telephone accounts

Discussed payment options and arrangements.

Explained use of new services and features.

Wells Fargo Phoenix, Arizona

Teller/ Customer Relations December 1997 to May 1999 Accounts services and assisted in banking transactions. Opened new accounts.

Assisted with merchant services.

Filing, and some data entry.

Education:

Glendale Community College Glendale, Arizona

Certificate in Nursing Assistant 2004

Completed Nursing Assistant course, with intentions to complete state board certification. Continuing education to pursue a degree in surgical technician. References: Available upon request

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