Customer Service Quality Control
Resume:
Raul E. Cajar
Fort worth, TX 76137
****.*******@*****.***
Objective
“To learn and grow with the best Auto Finance Company in Service for internal and external customers. “
Summary of Qualification and Skills
Extensive experience in organizing, evaluating and following up.
Responsible in thorough and efficient manner.
Record of reliability and loyalty in past positions.
Self- starter, flexible and quick to comprehend and accept new responsibilities.
Ability to establish a working rapport with people on all professional levels.
Bilingual (Spanish/English).
Professional Experience
Late Stage Collections Associate- 9/1/2016- 12/31/23
Handled Inbound/Outbound calls for customers 60+ delinquent accounts
Calls via dialer and manual calls from queue
Took payments via phone
Maintained Quality control calls 95% or better
Knowledgeable with FDACP Regulations/Policies
Provided excellent customer service
Average daily calls of 150 +daily calls
Met department goals through KPIs criteria
Proficient in Excel spreadsheet
Santander Consumer USA Replevin Specialist: 1/11/2016 to 9/1/2016
Monitor accounts for possible legal action for SCUSA and Chrysler Capital.
Make/receive calls to/from customers and attorneys
Correspond via email daily with attorney offices about files assigned to them
Monitor repossession activity of agents and send/receive updates to and from them
Monitor auction activity of repossessed vehicles
Monitor files for any title issues preventing the unit from being auction or repossessed.
Santander Consumer USA Reinstatements From: 3/12/2014 to 1/08/2016
Handled incoming and outgoing Spanish calls.
Attempted and assisted customer to reinstate back into their vehicles.
Maintained QA expectations.
Santander Consumer USA Front End Account Manager Spanish From: 10/7/2013 to 3/12/2014
Handled incoming and outgoing Spanish calls.
Assisted with calls from other departments.
Negotiated payments.
Auto One- 06/2011- 09/2013
Auto One Senior Collector
Handled accounts past due from 1-120 days.
Received inbound/outbound calls both Spanish /English.
Completed 150-200 daily.
Communicated with dealers to update on mew accounts.
Updated on payments made by customers.
Matthews and Michaels- 07/2008 to 05/2011
Risk Management Rep
Communicated with clients through telephone, email and mail.
Skip traced delinquent collection accounts.
Made collection calls and skip tracing calls.
Pulled credit reports.
Chase Home Finance- 11/2005 to 06/2008
Loss Mitigation Specialist
Worked on accounts 5 months and up past due on mortgage payments.
Contacted homeowners via phone/letters and counseled to try to keep their home.
Also negotiated short sales and deed in lieu of foreclosures.
Saxon Mortgage Services- 12/2002 to 10/2005
Team Lead
Supervised 8-10 representatives.
Trained, developed and coached representative.
Handled escalated calls.
Inputted stats.
Education
High School- John Marshall High School Oklahoma City OK
College- Oklahoma Jr. College- 1991-1992
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