Erika Redondo

Team Lead (10/29/23- present)

• Quality control- review work done by co-workers to ensure accuracy and provide scoring to leadership to build monthly scorecards
• Enhanced team performance by training and mentoring new team members on policy and procedures.
• Review and complete team tasks assigned to payments team
• Processing incoming escrow checks- applying payments and refunds received to intended loan using correct codes
• Processing loan level invoicing refunds
• Providing assistance to the team by answering team member questions and acting as backup processor when there is overflow or absent team members
• Providing assistance to supervisor by completing extra research or working additional tasks/projects.
• Working with other lines of businesses for business resolutions
• Responding to external contacts for issue resolutions

Cashiering Analyst (1/25/21-10/29/23)

• Team member on both payments team and maintenance
• Applying payments received in office to correct loans
• Processing payments for loan in bankruptcy
• Monitor incoming emails pertaining to returned payments by the bank
• Reverse funds from loans per emails received
• Assist in generating report for ACH returns as well as complete the reversals for the loans listed on said report
• Reach out via email to other servicing companies to recover funds returned on loans that have been service released to a new company.
• Manage requests received from other servicing companies to return funds for returned payments on loans that have been recently acquired.
• Complete tasks assigned to me to process various requests including refunds, suspense applications, payment corrections, bankruptcy payment reversals and reapplications.
• Coordinate information with other departments to ensure that borrower loans and internal accounts are properly credited and balanced
  
  

• Collecting payments from customers and following up on there payments.
• Received payments and posted amount to paid customer accounts.
• Collaborated with other Employees and professional handling in compliance training
• Kept track of accounts and made follow up calls to notify clients on account changes
• Record information about financial status of customers and collection efforts .
• Analyzed the customers’ financial situation and offered the best payment solutions
• Exceptional Customer Service Skills
• Assisted customer on incoming and outgoing calls with accounts and payments via credit card, debit cards, and checks

• Utilized TLO to effectively skip trace debtors.
• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
• Processed payments and applied to customer balances.
• Negotiated to collect balance in full.
• Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.

Resolution Specialist (August 2017- September 2018)

• All duties of CSR and Advanced collections team
• Program cancellation/retention
• Re-educate on how program works as well as benefits of service
• Program reinstatement
• Courtesy refunds

Advanced collections Team (June 2017-August 2017)

• All duties of CSR
• Provide additional information regarding legal accounts
• Add/remove accounts from program

Customer service representative (December 2016- June 2017)

• In bound customer service
• Providing client with account updates
• Assisting client with adjustments to monthly deposits
• Assisting clients with authorizing creditor settlements
• Routing clients to correct departments as needed

Quality Assurance Analyst (September 2015- June 2016)

• Monitor Agent calls
• Ensure procedures are followed according Client standards
• Work closely with Operations to ensure compliance and agent success
• Provide agent coaching to evaluated calls

Insurance Agent (9/2013-12/2013 & 9/2014-12/2014)

• Assist Medicare members with enrollment in a prescription drug plan during Medicare Open Enrollment Period
• Provide information regarding benefits of said plans
• Explain wide range of benefits and coverage for all plans available
• Assist consumer find plan tailored to their needs based on information provided
• Complete telephonic enrollment application
• Submit request for written material to be mailed out
• Request scheduling of in home appointments

Customer Service Representative (12/2013-09/2014 & 12/2014-9/2015)

• Processing prescription refills
• Processing credit card payments
• Providing billing information
• Test claims for prescription coverage

• Delivered informative presentations to potential clients about the benefits of life insurance policies, generating interest and driving sales growth.
• Promoted products and services using upselling and other sales strategies.
• Finalized sales and collected necessary deposits.
• Researched and identified potential new markets.
• Generated leads through cold-calling, networking and other outreach methods.

• Answered incoming phone calls and addressed questions from customers and healthcare providers.
• Supported pharmacy operations by accurately entering prescription data into computer system, minimizing errors and expediting service times.
• Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
• Set up and modified patient profiles to include current medications and insurance details.

• Handled calls promptly and with courteous professionalism.
• Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
• Completed call documentation while speaking with customers.
• Processed orders, service requests and applied information to customers.
• Implemented upselling techniques to maximize revenue opportunities while delivering value-added solutions to clients.
• Delivered excellent customer service by actively listening to concerns, empathizing with their situation, and offering practical solutions promptly.
• Answered in-depth questions about company offerings, service policies and benefits of each plan.
• Educated customers about billing, payment processing and support policies and procedures.