Ricarda Rosales
1813 E Angelica Dr,az
Summary
Proactive Collection Agent with extensive experience in maintaining accurate records, reconciling debtor accounts, and leveraging negotiation skills to secure settlements. Skilled in compliance, fraud prevention, and cross-functional collaboration, offering strong interpersonal communication and customer satisfaction enhancement. Driven to advance career with a focus on achieving results and building professional relationships.
Overview
10
10
years of professional experience
Work History
COLLECTION AGENT
JP Morgan Chase
10.2022 - Current
- Maintained accurate records of all collection activities, allowing for better tracking and analysis of performance metrics.
- Reconciled debtor accounts regularly by verifying payments made against outstanding balances as well as resolving discrepancies when necessary.
- Collaborated closely with other departments, ensuring seamless communication regarding delinquent accounts and payments received.
- Leveraged strong negotiation skills to secure favorable settlements from debtors while maintaining professional relationships throughout the process.
- Assisted in training new hires, sharing knowledge on effective collection techniques and compliance requirements.
- Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions.
- Stayed up-to-date with relevant industry regulations, ensuring full compliance during all collection activities.
SENOR FRAUD AND CLAIMS
Wells Fargo
06.2022 - 08.2022
- Responsible for reviewing, investigating and resolving fraud and dispute claims, associated with electronic
- funds transfers. Serves as subject matter expert for Regulation E compliance including timely resolution, and client communication requirements. Responsible for the day-to-day activities of the EFT fraud and disputes team while providing service excellence to achieve SLAs for internal partners and/or customers. Management oversight of claims aging and status. Ensuring that cases are worked timely and reporting to leadership any violations and emerging risks associated with delays or case volume increase. Responsible and/or assist with hiring diverse professionals; build and lead a high performing team, including mentoring and coaching. Able to support team members across multiple sites. Proactively understand risk and implement and/or test procedural controls to ensure compliance with government regulations and bank policies.
RETAIL CORE OPERATIONS
Wells Fargo
11.2020 - 06.2022
- Evaluated employee performance objectively using key performance indicators, providing constructive feedback during annual reviews.
- Led employee development initiatives to improve individual performance and promote career growth within the company.
- Collaborated with cross-functional teams to develop marketing campaigns that drove foot traffic and increased overall revenue.
- Coordinated seasonal resets for impactful visual merchandising displays that maximized sales potential during peak periods.
PERSONAL BANKER
Wells Fargo
09.2018 - 11.2020
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Promoted financial products by maintaining excellent service offering knowledge.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
TELLER/LEAD TELLER
Wells Fargo
05.2015 - 09.2018
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Monitored and reported suspicious activity in line with bank security policies.
Education
High School Diploma -
MISSION BAY HIGH SCHOOL
05-2001
Skills
- Debt recovery
- Assertiveness
- Call center experience
- Customer research
- Issue investigation
- Transaction monitoring
- Fraud prevention
- Branch operations
- Sales expertise
- Relationship building and management
- Microsoft Excel
- Complaint resolution
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
COLLECTION AGENT
JP Morgan Chase
10.2022 - Current
SENOR FRAUD AND CLAIMS
Wells Fargo
06.2022 - 08.2022
RETAIL CORE OPERATIONS
Wells Fargo
11.2020 - 06.2022
PERSONAL BANKER
Wells Fargo
09.2018 - 11.2020
TELLER/LEAD TELLER
Wells Fargo
05.2015 - 09.2018
High School Diploma -
MISSION BAY HIGH SCHOOL
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