Experienced Collections Specialist | Bilingual Finance Professional

Carlos Mendoza

Professional Summary

Resourceful Collections Specialist with 4+ years in financial services specializing in account recovery, regulatory compliance, and bilingual customer communication. Proven success reducing delinquency rates by 22% through strategic negotiation and empathetic engagement. Expert in FDCPA and FCRA regulations and adept at managing high-volume call environments with accuracy and professionalism.

Work Experience

Collections Associate at Horizon Credit Services

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Manage 90+ daily outbound/inbound calls to members regarding delinquent loans and overdue accounts. Successfully negotiated payment plans and settlements, reducing delinquency rates by 22% over two quarters. Maintain 100% compliance with FDCPA and internal policies, ensuring ethical collections and minimizing legal risks. Accurately document all interactions in CRM to support audits and reporting. Collaborate with loan officers on complex cases to optimize repayment strategies. Provide bilingual support, increasing engagement and resolution among Spanish-speaking clients.

Customer Support Representative at Pacific Finance Group

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Handled high volumes of customer inquiries on account balances and payment options. Assisted in early-stage collections by issuing repayment reminders prior to charge-off. Maintained detailed call logs and updated customer information to support account follow-up. Earned monthly recognition for outstanding customer satisfaction through empathetic and professional communication. Supported administrative tasks including collections reporting and end-of-month account summaries.

Education

High School Diploma

Franklin Senior High School

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Skills

Technical Skills

  • Debt Collection
  • Account Recovery
  • FDCPA Compliance
  • FCRA Compliance
  • CRM Documentation
  • Payment Negotiation
  • Loan Delinquency Management
  • Data Entry
  • Microsoft Excel

Soft Skills

  • Conflict De-escalation
  • Empathy
  • Communication
  • Team Collaboration
  • Problem Solving

Certifications

FDCPA Compliance Training

Internal Credit Union Systems Training

Horizon Credit Services

Bilingual Communication in Financial Services

In-house course

ATS Score
82/100
Skills
80/100
Education
65/100
Work Experience
83/100
Profile
88/100
Certifications
75/100
Header
85/100
Projects
0/100
Add LinkedIn or professional profile links in header to improve recruiter contact options.
Standardize date formatting across work experience for better ATS parsing.
Expand education section with more details on relevant coursework or additional certifications.
Add a projects section or highlight key initiatives to showcase problem-solving and leadership.
List issuing authorities for all certifications and include renewal dates if applicable.
Demonstrated success in reducing delinquency rates by 22%, showing measurable impact.
Strong bilingual communication skills enhancing engagement with diverse client base.
Comprehensive knowledge of FDCPA, FCRA, and regulatory compliance in collections.
Proficiency with CRM systems and call tracking software supporting accurate documentation.

Skills

80%
Skills section includes a balanced mix of hard, soft skills, and tools, which is beneficial for ATS and recruiters.
Group skills with clear categories is good; consider integrating keywords from job descriptions more explicitly.
Add proficiency levels or certifications related to tools to strengthen credibility.

Education

65%
Education section is minimal with only high school diploma; lacks detail on coursework or higher education.
Include dates for start and end of education for better ATS recognition.
Expand on relevant training or continuing education related to financial services or collections to boost qualifications.

Work Experience

83%
Job descriptions contain measurable results and specific responsibilities, enhancing recruiter appeal and ATS keyword relevance.
Use consistent formatting for dates (e.g., use month and year consistently) to improve ATS parsing.
Consider adding more bullet points for easier scanning and to highlight additional skills or achievements.

Profile

88%
Strong summary with quantifiable achievements like 'reducing delinquency rates by 22%' which demonstrates impact.
Includes relevant keywords such as FDCPA, FCRA, bilingual communication, and CRM proficiency which improve ATS keyword matching.
Profile highlights and strengths are well-articulated, supporting both ATS and human reader engagement.

Certifications

75%
Certifications relevant to collections and compliance are included, adding value to the candidate profile.
Consider listing issuing authorities for all certifications to improve credibility.
Include any expiration dates or renewal information if applicable to show current compliance.

Header

85%
Header includes full name, professional headline, email, phone, and location, which supports ATS parsing and recruiter clarity.
Consider adding a LinkedIn profile or professional portfolio link to enhance credibility and networking opportunities.

Projects

0%
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    Experienced Collections Specialist | Bilingual Finance Professional | Carlos Mendoza | Resume Template | Yotru