Gloria Echavarría Jaramillo-Calle 76 Sur # 46-22 Apto 415
Sabaneta, Medellin
Cell-
Customer Service Specialist/Sales & Collections
· Ability to communicate correctly and clearly with both internal and
external customers
· Excellent documentation skills
· Good comprehension skills-- ability to clearly understand issues and
problems that current enrolled clients were experiencing.
Employers:
*Curadebt Systems LLC- Hollywood F. From 6/10/2010 to
7/15/2019
Direct Supervisor Genesis Gonzalez xt 208
* Sutton Funding- W 36th St, New York, NY 10018
From August 2019 Sept 2020 Owners Henry Gross and John LaPata
* Cornerstone Homebuyers Miami Fl-
cornerstonehomebuyers.com
From October 2019 April 2020 Owners Ellie and Dee.
* HomeVault Property Managers 3440 Toringdon Way #205, Charlotte, NC
- from May 2020 to Present. Direct Supervisor Miguel Mejia
Key Accountabilities:
Charge accounts assigned according to the collection strategy, pay
attention to incoming collection calls, ensuring that all relevant
information is recorded in the collection systems.
Identify the PCR (P - Problem, C - Circumstance, R - Resolution or
Recommendation) and why the client could not pay, proposing solution
schemes.
Advise the client with the best solution or most viable alternative for the
payment of late payments, offering different payment plans based on the
existing solution (payment regularization programs, restructuring,
liquidations) and according to the current collection strategy. Provide
feedback to the team leader regarding relevant events that have occurred
during the phone call and search for additional data, as well as practices
that they believe may have resulted in better results.
Address recommendations during feedback sessions with the team leader.
Refer clients unwell to management for support when necessary.
Ensure that the search for relevant and additional customer information is
done using the Know Your Customer (KYC) model, ensuring that
confidentiality is maintained at all times.
Carry out assigned duties and activities, while complying with the
essential values and code of conduct of the Bank.
Act in a timely manner to identify the risk associated with all assigned
credit products (manual and automated), facilitating timely action to
minimize losses and ensure the Bank's position.
Carry out timely and constructive activities by telephone, letters or other
appropriate means to facilitate the prompt resolution or termination of
accounts.
Recommend account completion strategies that will result in the best
means to affect maximum recovery rates. This would include providing
suitable recommendations on the feasibility of accepting or offering
settlements, accepting alternative payment agreements (symbolic or
reduced payment amounts).
Comply with individual or unit objectives or goals that have been
established to measure productivity and effective performance and results.
Contribute to the overall business objectives of the unit to maintain
operational efficiency:
Use daily interactions to create a relationship of mutual trust with our
customers, suppliers and other employees.
Problem Solving Skills:
· Effective problem solving skills
· Ability to approach problems logically
· Ability to demonstrate learning and decision making skills
· Strong time management skills
· Action oriented and self-disciplined
· Organized and detail oriented
Ability to effectively prioritize work time to ensure productivity and
department standards for time spent.
Customer Focus:
Excellent customer service skills
Ability to empathize with and prioritize customer needs
Demonstrable interpersonal skills
Demonstrable conflict resolution and negotiating skills
Ability to determine customer needs and provide appropriate solutions
Pre-sales support - completing credit checks, compiling persona, budget
and debt information about customer, reviews to support future
contracts etc.
Certificates *Iapda Certified Debt Specialist training program Issued
Sept 22/ 2014 2nd. –Certificate Issued Feb 1 2017 3rd. Certificate
Issued April 2019
Skills
Have excellent verbal and written communication skills and a high-level
attention to detail
Driven to get results through influencing a team. Strong people and
presentations skills, and excellent written and verbal communication
skills
Strong people and presentations skills, and excellent written and verbal
communication skills
Ensuring that all administration and written documentation produced
by self is of an excellent standard
Maintain in depth product knowledge with an understanding of the USP
for each product
To maintain high knowledge of own product and services, and of those
offered by key competitors
To generate strong relationships with key and or senior people within
customer and prospect base.
Education Nursing Degree /Glendale College CCNE Accredited
Nursing Program 1989
References
Genesis Gonzalez/Curadebt LLC- xt 208
Christian Schwatzberg/ LendFlow USA-
