Office Assistant Call Center
Resume:
Ruby Limas
*********@*****.***
SUMMARY
A self-starter and retentive. Versatile skill set with experience in insurance claims, collections, customer service, sales and written and oral communication. Management experience with strong interpersonal skills and proven ability to lead team projects. Problem solver: developed and implemented new service strategies to increase customer satisfaction.
PROFESSIONAL EXPERIENCE
TEXAS BAY CREDIT UNION, Houston, TX Jun 2012 – Mar 2023
Senior Recovery Specialist (Apr 2016 – Mach 2023)
Supervises a department of 12 Specialist and Administrators
File insurance claims, monitor loans to ensure members have adequate insurance coverage to protect collateral and the Credit Union's interests. Charge and Refund collateral protection insurance on loans.
Complied with policies, laws and regulations affecting the credit union, keeping alert to compliance issues. Followed policies and procedures when collecting and attempt to bring current, delinquent credit card, account and loan balances, repossess credit union collateral, and complete loan extensions.
Assist Collection Manager with supervision of the Collections Department periodically or in the absence of the Collection Manager. Provide leadership and assistance to others in the Collections Department and assist with training other collectors. Direct and supervise the activities of the Collections Department in the absence of the Collections Manager; able to lead, organize and train a team. Play an active part in helping credit union teams function smoothly and efficiently. Analyzed issues and complete necessary research to resolve them.
Perform timely and diligent collection of all loans, accounts and credit cards to bring them current, by drafting correspondence, contacting members by telephone, and meeting with members at the credit union. Assist Collections Manager in ensuring all tasks and transactions performed by the Collections Department are performed accurately and timely. Perform proper skip tracing in accordance with policies and procedures set forth by Collections Manager and appropriate laws and regulations.
Prepare bids for Collections Manager and VP to review.
Review credit card reports and notify members of delinquency status, update status credit cards as delinquent and transfer balance to credit union. Review delinquent taxes and insurance. Assist Collection Manager with the Collateral Protection Insurance administration.
Assist Collections Manager with credit union vehicle repossessions; complete extension agreements and loan modifications for members when required. Make recommendations to the Collections Manager concerning uncollectible accounts.
Handles auction for repossessed vehicles.
Completes Post Repo Notices. Completes Deficiency Notice on repossessed and sold vehicles. Status Bankruptcies gathers documents and provides information to attorneys. File Legal on pre and post charge off accounts
Send appropriate paperwork to designated attorney when loan balances are charged off by the Collections Manager; Attend court periodically to obtain judgment against defaulted members. Assist Collection Manger with maintaining any Bankruptcy cases that come in and oversee the Bankruptcy log, statuses, and correspond with attorneys. Apply trustee funds as necessary to appropriate loans.
Assist Collections Manager with Daily Delinquency Reports, First Payment Default Reports, and Available Money Reports. Compile Data for reporting: repossessions, sold repossessions, charge offs for review approved and unapproved, and recoveries including but not limited to claims and product cancellation. Assist Collections Manager and V P with policies, and departmental procedures. Stay updated current credit union products, policies, procedures, and promotions. Cross-sell all credit union products and services that benefit a member. Take a lead role in system setup, testing, implementation, etc.
Department Trainer: Collateral Protection Insurance CPI, Overdraft Protection - Call Center (Software: ILS ODP/RegE, SWBC) E-Oscars credit disputes, Bankruptcy, contracts.
Collector (Jul 2014 – Mar 2016)
Responsible for performing collection activities associated with various delinquent member accounts, including, lines of credit, secured loans, signature loans, real estate loans, and home equity lines of credit. Review delinquent accounts, determine probable reasons for account status, and contact members to resolve the delinquencies.
Adjust/recalculate payments. Performs skip tracing.
Make recommendations to the Collections Manager concerning uncollectable accounts for repossession and foreclosure.
Handles auction for repossessed vehicles.
Completes Post Repo Notices. Completes Deficiency Notice on repossessed and sold vehicles. Status Bankruptcies gathers documents and provides information to attorneys. File Legal on pre and post charge off accounts
In representation of the credit union appear in court to retain judgement against legal accounts under $10k
Teller (Jun 2012-July 2014)
Performed routine member transactions including deposits, withdrawals, cash advances, loan payments, transfers, and check cashing.
Balance cash drawer with system totals daily.
Filled in as a receptionist as needed.
Assisted with training new tellers and receptionist.
As a teller with the approval of my manager, implemented a Saturday recap for part time tellers who missed our regularly scheduled weekly meetings.
TRIUMPH HOSPITAL 2012
Hospital Administrative Internship – HR Department
Performed general accounting, billing services and processed insurance forms.
Responsible for managing and updating patient records. Arrange for patient hospitalization and appointments.
Filed medical records and handled administrative duties, including answering phones, scheduling appointments, and managing emails.
Maintained front office, reception area and medical supplies inventory.
Performs other related duties as assigned.
SKILLS
Microsoft Office: Word, Outlook, Excell, PowerPoint, Akcelerant, DNA, Client Central, NADA, Velocity, Allied Solutions, SWBC, PassTime, Lexus Nexus, Eport, Cisco Agent, Teminos, Fiserv, Nice, Eltropy, Webex, Carfax, VTR
EDUCATION
PENN FOSTER, Sep 2010
Certified Medical Office Assistant
PENN FOSTER, Sep 2010
Certified Medical Office Assistant
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