Nicole Toigo-Quintanilla
Arizona City
Summary
Detail-oriented Loan Servicing Professional with strong knowledge of financial regulations and compliance. Expertise in customer service, problem solving, and effective communication to manage client relationships. Improved efficiency and accuracy in loan administration while ensuring customer satisfaction and adherence to company policies.
Overview
19
19
years of professional experience
Work History
Loan Service Representative III
Flagship Financial Group (formally FCA)
Tempe
2022.02 - 2026.04
- Managed portfolio of 70-150 delinquent auto loan accounts monthly, achieving average resolution rate of 80-90 percent.
- Prevented full balance charge-offs through strategic collection efforts and timely coordination of vehicle repossessions, minimizing financial losses.
- Negotiated voluntary surrenders while presenting alternative solutions to minimize financial loss.
- Resolved customer inquiries and issues regarding loan services, enhancing customer satisfaction.
- Mentored colleagues to exceed individual and company targets, fostering a high-performance team environment.
- Coordinated vehicle recovery with local tow companies.
Redemption Specialist
Credit Acceptance
Phoenix
2021.10 - 2022.01
- Professionally and respectfully persuade customers to pay in an effort to redeem the repossessed vehicle or reinstate the contract
- Analyze the customer's payment history and the circumstances of the repossession, and then make redemption payment arrangements within the guidelines of the department policy
- Executed call model to effectively persuade customers to make payments
- Communicated with customers, repossession contractors, and auction vendors via phone and written correspondence
- Addressed various customer service requests to enhance customer experience
Collector I
Desert Financial Credit Union
Phoenix
2020.05 - 2021.07
- Initiated outbound and answered inbound calls from members regarding personal and business accounts.
- Communicated with customers regarding negative deposit accounts after 30-day protection timeframe and 10 days of delinquent retail loans before charge-off.
- Negotiated with customers to restore past due balances to current status.
- Applied skip tracing tools to efficiently find location information using approved company sources
- Approach customer concerns logically and find solutions that fit the needs of the members
- Perform various administrative functions for members in insurance claims, dealership concerns, and educating on default processes
- Documented financial status of customers and collection efforts.
Senior Specialist II
JPMorgan Chase
Phoenix
2017.06 - 2020.01
- Collected 90+ days delinquent auto loans, preventing charge-off
- Negotiated with customers to restore past due balances to current status
- Conducted skip tracing to locate collateral, averting charge-off of entire loan
- Applied analytical reasoning to solve complex problems
- Approach customer concerns logically and find solutions that fit the needs of the customer and the bank
- Inbound/Outbound calls with customers
- Inbound/Outbound calls with outside vendors
- Document account activities thoroughly and concisely
- Use of company approved skip tracing tools to search for location information regarding customers
Senior Collections Representative for Department of Education
Progressive Financial Services
Tempe
2011.01 - 2017.01
- Review and handle accounts for the US Department of Education
- Handle inbound and outbound calls with the objective of collecting federally defaulted student loan accounts
- Consistently, efficiently, and lawfully contact consumers and collect on and manage accounts
- Persuaded customers to resolve accounts in line with payment and settlement criteria, improving collection rates
- Secured payment arrangements with customers, successfully bringing delinquent accounts current
- Assisted borrowers in qualifying for rehabilitation programs, enhancing their financial recovery options
- Actively perform skip tracing activities through various sources/tools in order to locate defaulted borrowers
Training Manager
Progressive Financial Services
Tempe
2013.05 - 2015.06
- Train new-hires on FDCPA, State and GLBA laws and regulations
- Educated new-hires on documentation and phone call procedures to facilitate smooth onboarding
- Trained and coached team members and trainers to ensure daily adherence to communication, development, and procedural tools
- Provide detailed training regarding procedures for the Department of Education Repayment options
- Up-train staff and provide refresher courses
- Communicate job expectations to new hires
- Gained understanding of consumer affairs regulations
- Resolved conflicts between borrowers and team members to maintain a positive work environment
Collections Representative
American Express
Phoenix
2007.06 - 2009.12
- Secured payment arrangements with customers by phone, successfully bringing delinquent accounts current
- Reviewed and handled delinquent credit card accounts for American Express, ensuring timely resolution of outstanding balances
- Performed skip tracing activities using various sources/tools to locate defaulted borrowers, enhancing recovery efforts
Education
GED -
Desert Edge High School
Goodyear, AZ2010-01
Skills
- Collections proficiency
- Knowledgeable in collections systems and databases as well as FDCPA and GLBA state laws and regulations
- Knowledgeable in various skip tracing techniques to locate correct parties in order to negotiate payment arrangements
- Ability to meet/exceed daily/weekly/monthly goals
- Time management proficiency
- Attention to detail
- Problem-solving abilities
- Goal orientation
- Team Collaboration
- Professionalism and integrity
- Empathy and patience
- Relationship building
Timeline
Loan Service Representative III
Flagship Financial Group (formally FCA)
2022.02 - 2026.04
Redemption Specialist
Credit Acceptance
2021.10 - 2022.01
Collector I
Desert Financial Credit Union
2020.05 - 2021.07
Senior Specialist II
JPMorgan Chase
2017.06 - 2020.01
Training Manager
Progressive Financial Services
2013.05 - 2015.06
Senior Collections Representative for Department of Education
Progressive Financial Services
2011.01 - 2017.01
Collections Representative
American Express
2007.06 - 2009.12
GED -
Desert Edge High School