Guadalupe Torres
Glendale
Summary
Customer-focused financial services professional with over four years of experience in credit card collections, skip tracing, and delinquent account resolution within a large banking environment. Proven ability to negotiate payment arrangements, research and resolve account disputes, document account activity accurately, and deliver high-quality customer service while maintaining compliance with state and federal regulations. Adept at working cross-functionally to improve customer outcomes and prevent default.
Overview
9
9
years of professional experience
Work History
Contact Development Specialist Skip Tracing (Credit Card Collections)
JP Morgan Chase CO
Tempe
08.2019 - 01.2024
- Supported the bank’s customer service strategy by delivering professional, empathetic service to customers with delinquent accounts.
- Conducted inbound and outbound calls using automated dialing systems to locate customers and negotiate payment arrangements.
- Researched delinquent credit card accounts to determine the causes of non-payment and identify appropriate resolution strategies.
- Evaluated customers' financial capacity and secured payment commitments in accordance with established procedures.
- Collected payments on early-stage delinquent accounts while adhering to company policies and regulatory requirements.
- Coordinated with internal departments and third parties to verify customer information, and facilitate collection activities.
- Documented all calls, attempted contacts, payment agreements, and account updates thoroughly in internal systems.
- Scheduled follow-ups, and ensured timely resolution of customer matters.
- Maintained professionalism and composure while working with difficult or distressed customers.
- Assisted in preventing default and adverse account actions through proactive customer engagement.
BISTRO SERVER
COURTYARD BY MARRIOTT
Phoenix
03.2015 - 09.2020
- Delivered high-quality customer service in a fast-paced hospitality environment.
- Recognized with Spirit to Serve Award for excellence in service and customer satisfaction.
- Trained and mentored new team members on service standards and operational procedures.
- Managed cash handling, inventory monitoring, and daily operational tasks efficiently.
- Resolved guest concerns with professionalism and strong problem-solving skills.
Education
Associate of Arts -
Paradise Valley Community College
01-2020
High School -
CRESTVIEW COLLEGE PREPARATORY HIGH SCHOOL
05.2014
Skills
- Customer Account Management
- Early-Stage & Delinquent Collections
- Inbound & Outbound Calling (Automated Dialer)
- Payment Negotiation & Commitment Securing
- Skip Tracing & Account Research
- Customer Service Excellence
- Conflict & Dispute Resolution
- Financial Assessment & Payment Capacity Evaluation
- Account Documentation & Follow-Up
- Microsoft Word, Excel & Outlook
- Multitasking Across Multiple Systems
Languages
Spanish
Native/ Bilingual
Timeline
Contact Development Specialist Skip Tracing (Credit Card Collections)
JP Morgan Chase CO
08.2019 - 01.2024
BISTRO SERVER
COURTYARD BY MARRIOTT
03.2015 - 09.2020
Associate of Arts -
Paradise Valley Community College
High School -
CRESTVIEW COLLEGE PREPARATORY HIGH SCHOOL