Rosa Elias
Monterey Park
Summary
Dynamic Loan Representative with over 20 years in subprime auto finance collections, recognized at Saddleback Acceptance Corporation for achieving "zero" queue status. Bilingual and goal-oriented, I excel in relationship building and problem-solving, consistently exceeding performance targets while enhancing customer service and collection efficiency through strategic communication and advanced software skills.
Overview
34
34
years of professional experience
Work History
Loan Representative
Saddleback Acceptance
11.2016 - Current
- Collected on delinquent accounts to reduce overdue balances, 30+ day delinquency
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
- Secured significant debt recoveries, employing persuasive negotiation tactics to encourage prompt payment, reducing dollar amount of charge off's
- Only employee in company history to achieve "zero" out queue.
Collections Manager
Tidalwave Finance
01.2014 - 10.2016
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Established procedures for collection of past due amounts.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Supervision of team of 4
Collection Supervisor
Credit One/Veroscredit
06.2001 - 01.2014
- Conducted ongoing training sessions for collections staff, ensuring they remained up-to-date on industry best practices and relevant regulations.
- Reduced delinquency rates by consistently monitoring collections activities, setting targets, and providing feedback to staff members.
- Facilitated open channels of communication within the team, promoting collaboration and information sharing among members.
- Mentored new hires on best practices in collections, fostering a culture of continuous learning and professional development.
- Collaborated on collection and dispute resolution issues.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
Collection Supervisor
A-L Financial Corporation
10.1991 - 01.2001
- Negotiated payment arrangements with clients experiencing financial difficulties, demonstrating empathy and understanding while maintaining a firm commitment to recovering outstanding debt balances.
- Responsible for a queue of approx 500 account, all levels of delinquency, through recovery process
- Appeared in small claims court for deficiency recovery
- Maintained accurate records of all collections activities, ensuring compliance with regulatory standards and company policies.
- Resolved escalated collection cases personally
- Processed re-instatement of recovered vehicles.
Education
Saddleback High School
Santa Ana, Ca Skills
- Goal oriented
- Documentation review
- Team player
- Bilingual in Spanish
- Customer service
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Omega Software Experience
- Team collaboration
- Decision-making
Timeline
Loan Representative
Saddleback Acceptance
11.2016 - Current
Collections Manager
Tidalwave Finance
01.2014 - 10.2016
Collection Supervisor
Credit One/Veroscredit
06.2001 - 01.2014
Collection Supervisor
A-L Financial Corporation
10.1991 - 01.2001
Saddleback High School
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