Nicole Munoz
MARRERO
Summary
Dependable Financial Service Representative and Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Results-driven Collections Representative with a knack for getting debtors to open-up and communicate. Outstanding negotiation and customer service skills. Proficient in processing payments and accurately recording information. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
Financial Service Representative III
INSTEP FEDERAL CREDIT UNION
11.2023 - Current
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
- Maintained strict confidentiality of bank records and client information.
- Recommended loan approvals and denials based on customer loan application reviews.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Set up and completed loan submission packages.
- Developed and maintained relationships with customers and loan officers to establish smooth loan process.
- Utilized loan origination software to process and track loan applications.
Account Resolutions Representative
Greater New Orleans Federal Credit Union
09.2022 - Current
- Monitored accounts receivable aging and worked with various areas to address business needs.
- Collaborated on collection and dispute resolution issues.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Researched accounts and completed due diligence to resolve collection problems.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing and other techniques to locate debtors.
- Used probing techniques to determine debtors' reasons for delinquency.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Quantified debtor balances to avoid late payments and bad credit.
Account Resolution Administrative Specialist
Onpath Federal Credit Union
01.2005 - 09.2020
- Documented all actions performed and interactions with customers.
- Assessed individual situations and developed effective and appropriate resolutions.
- Completed in-depth research to investigate claims and resolve problems.
- Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed.
- Monitored aging accounts and reached out to customers to discuss payments.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Negotiated to collect balance in full.
- Used probing techniques to determine debtors' reasons for delinquency.
- Created and updated records and files to maintain document compliance.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Handled incoming and outgoing mail.
- Conducted research to assist with routine tasks and special projects.
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
EFT Specialist
Onpath Federal Credit Union
10.2015 - 03.2018
- Assisted in prevention, resolution and recovery of fraudulent fund and wire transfers.
- Guided and directed customers regarding wire transfer status, requests, payments and obligations associated with transactions.
- Interacted by phone and email with authorized callers and customers on outgoing requests for electronic fund transfers.
- Worked in fast-paced environment and followed risk protocols to avoid losses and maintain accuracy.
- Prepared and balanced related spreadsheets and accounts for electronic fund transfers and cash vault.
- Handled day-to-day accounting processes to drive financial accuracy.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Matched purchase orders with invoices and recorded necessary information.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Input financial data and produced reports using [Software].
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
- Streamlined daily reporting information entry for efficient record keeping purposes.
- Tracked financial progress by creating quarterly and yearly balance sheets.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
Senior Member Service Representative
Asi Federal Credit Union
01.2005 - 10.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained and managed customer files and databases.
- Verified customer identification and documentation for compliant transactions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Educated and engaged customers with new bank products and services.
- Resolved customer issues through thorough dispute investigation.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Cross-sold bank services and products to uplift customer investments.
- Generated account activity reports to identify upgrade and sales opportunities.
- Developed, implemented and collated customer satisfaction surveys for improved insight.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Developed and updated databases to handle customer data.
- Developed strong relationships with customers through high levels of customer service.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
- Collaborated with other departments to promptly process loan applications.
- Examined customer loan applications for loan approvals and denials.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Monitored performance of existing loan portfolios to identify and address any issues.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
Education
High School Diploma -
West Jefferson High School
Harvey, LA05.2003
Skills
- Microsoft Office
- Organizational Skills
- Process Payments
- Statement Issuing
- Customer Satisfaction
- Customer Transactions
- Scripted Conversations
- Credit and Collections
- Goals and Performance
Timeline
Financial Service Representative III
INSTEP FEDERAL CREDIT UNION
11.2023 - Current
Account Resolutions Representative
Greater New Orleans Federal Credit Union
09.2022 - Current
EFT Specialist
Onpath Federal Credit Union
10.2015 - 03.2018
Account Resolution Administrative Specialist
Onpath Federal Credit Union
01.2005 - 09.2020
Senior Member Service Representative
Asi Federal Credit Union
01.2005 - 10.2015
High School Diploma -
West Jefferson High School
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