Senior Client Services Specialist with 25+ Years Experience
Resume:
Catricas Myles
Professional Profile and Career History
Contact Information
Catricas Myles
Fort Worth, Texas
[********@***.***]
Background Summary
Over 25 years of excellent communication, time management, and organizational skills, with a proven ability to meet goals and deadlines in fast-paced, performance-driven environments. Recognized as a motivated, self-starter who is detail-oriented and creative, with the capacity to manage and multitask efficiently and accurately. Proficient in researching, gathering, arranging, compiling, summarizing, and evaluating data to recommend effective solutions.
Experience
Santander Consumer USA
Specialized Services Specialist 10/2015 – Current
Responsible for servicing and managing calls related to deceased borrowers, Servicemembers Civil Relief Act (SCRA), Out of Country (OOC), Bankruptcy, Credit Disputes (CBR), Cease & Desist (C&D), and Potential legal matters.
Worked remotely with minimal supervision, consistently exercising discretion and sound judgment in account decisions, representing the company professionally.
Conducted quality checks on department accounts handled by other representatives.
Verified and prepared probate claims for deceased borrowers as required.
Reviewed account information and compiled attorney documentation to determine coverage and refer for approval.
Assessed attorney documents to determine appropriate handling for accounts and requests.
Servicemembers Civil Relief Act (SCRA)
Leveraged multiple sources to validate SCRA eligibility for military customers seeking protection under SCRA.
Reviewed Defense Manpower Data Center (DMDC) for updated active-duty status.
Requested active-duty orders from military customers.
Assisted customers with auto and credit card SCRA protection coverage.
Revised policies and procedures for credit card SCRA coverage.
Bankruptcy
Reviewed accounts and notes to ensure proper handling of calls.
Notified customers of account updates and any pending items to process requests.
Reviewed Pacer for new bankruptcy filings and updated account evaluations.
Reviewed Accurint for bankruptcy filing updates.
Verified and prepared probate claims for deceased borrowers as necessary.
Actively pursued account holders for required documentation.
Compiled account information and supporting documentation to determine coverage and refer for approval.
Monitored systems to ensure eligible accounts were active and updated for coverage or loan modifications.
Requested litigation action to protect company interest in collateral.
Ensured debtor compliance with bankruptcy plans or contract terms.
Maintain compliance with Fair Debt Collection Practice Act and Bankruptcy Code.
Escalated risk issues to management when identified.
Contributed to process improvements through customer feedback to management.
Collaborated with team members for effective communication and consistency.
Promote a positive work environment through active participation in team-building and open communication.
Cease & Desist
Facilitated communication between management and colleagues to relay feedback, resulting in policy and procedural adjustments for the Cease & Desist process.
Handled inbound calls assisting customers with account status and Do Not Call requests.
Ensured strict adherence to Fair Debt Collection Practice Act compliance.
Reviewed accounts and incoming mail daily for the Do Not Call/Cease & Desist holding queue per guidelines.
Potential Legal
Reviewed attorney documentation to determine client representation.
Documented accounts with attorney information and coding, submitting for legal approval or denial.
Imagine attorney documents into SharePoint and Optika systems.
Credit Disputes
Processed electronic credit disputes in e-OSCAR.
Handled ACDVs and AUDs within the e-OSCAR system.
Processed direct customer disputes received via mail.
Served as a Quality Assurance Representative, listening to and grading calls made and received by the team.
Loss Recovery Account Manager
Santander Consumer USA 07/2013 – 10/2015
Maintained and reduced delinquency on accounts, minimizing losses through repossession.
Handled outbound/inbound auto collections, managing 120-day charge-off accounts.
Adhered to loss prevention standards on outstanding balances.
Educated customers on settlement agreement options and negotiated balances owed.
Late-Stage Collection
Santander Consumer USA 09/2010 – 07/2013
Maintained and reduced delinquency on accounts, minimizing losses via repossession.
Resolved accounts to a satisfactory status.
Managed outbound/inbound calls for auto collections, focusing on 40–90-day past due accounts, in compliance with state and federal laws including FDCPA.
Consistently meets daily standards and expectations.
Ensured accounts were managed per business strategy and quality assurance guidelines.
Identified causes of delinquency and facilitated resolutions for account status.
Educated customers on contract terms.
Worked remotely, exercising discretion and sound judgment in account decisions, representing the company with professionalism.
Citigroup
Collection 05/2000 – 09/2010
Managed outbound/inbound calls for credit card and mortgage collections, focusing on 30–90-day past due accounts.
Identified reasons for delinquency and assisted customers in resolving issues to prevent future account delinquencies.
Monitored systems to ensure eligible accounts were active and updated for coverage or loan modifications.
Education
High School
Trimble Technical High School Diploma
Fort Worth, TX
05/1991
Skills
Communication
Time Management
Organizational Skills
Goal and Deadline Achievement
Self-Management
Multitasking
Detail Orientation
Creativity
Sound Judgment
Problem Solving
Decision Making
Research and Data Analysis
Process Improvement
Team Collaboration
Quality Assurance
Compliance with Regulatory Standards
My Supervisor, SharePoint, FileNet, WU Payment Processing, Optika, Pacer, Accurint, SharePoint, Shaw Collections, DealerTrack, DocuSign, Microsoft OfficeXP, Word Perfect, Excel, Power Point, Compass E-Access, SoftPro Data System,
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