Michael Rivera Email & Phone Number

United States

- Negotiates for balance in full or for best arrangement on accounts in queue in order to increase recoveries- Identifies and develops new recovery opportunities as well as document justification for recovery amounts- Properly manages multiple charged-off account queues including secured accounts, PPA, dismissed bankruptcies, insurance deficiencies, small balance and various others- Document and report collection effort as well as properly update customer information in system- Discusses concerns, ask questions to determine the cause of the issue and conduct investigative work as required- Identify and track accounts that need to be repossessed. Assign and follow through on out-for-repossession vehicles- Uses conflict management and resolution skills to resolve issues with customers- Utilize various means of skip tracing to locate contactable phone numbers of customers and/or locate collateral- Comply with all policies and procedures in accordance to regulations- Work all queues efficiently so as to follow up according to guidelines set by supervisor- Handle incoming recovery related calls (insurance, legal, deficiency, skip, warranty, bankruptcy, etc.)- Consistently deliver high-quality service- Assist in special projects and tasks as needed

- Manage a queue of retail and lease default accounts ranging from 90+ days past due to charge off- Initiate contact with customers and make payment arrangements to bring delinquent accounts current while complying with internal policy and procedures.- Place accounts out for repossession and provide a weekly report on these high risk accounts to monitor activity- Perform skip tracing including Innovis, Experian, 411, TLO and Accurint reports.- Provide daily and weekly reports to track production and progress for first payment default portfolio- Coach and train team members on processes and procedures- Test and evaluate internal system upgrades and enhancements to provide feedback and accuracy to management- Provide recommendation and coordinate with other departments to recommend enhancements to collection processes- Determine required payment dates and coordinate to resolve all collection issues and reconcile all unapplied accounts- Coordinate with team members to resolve all payment/outstanding issues- Assist to collect and prepare collection reports on weekly basis and evaluate process and measure efficiency of all portfolios and forecast all monthly collection objectives- Perform periodic departmental quality audit to improve efficiency and analyze all workflow processes

- Provided customer assistance to potential and current customers via inbound and outbound calls- Negotiated installation and monthly service pricing for potential customers- Provided outstanding customer service- Enter all data and information received from the customer into database to connect leads- Focused sales efforts by studying existing and potential product information- Maintained professional/technical knowledge through ongoing studying and training of products- Collaborated with team and manager to accomplish results and strategies to do so- Kept management informed of sales activity and results via email, call reports, and meetings- Identified sales opportunities and acted on leads- Managed customer escalations- Consistently met or surpassed performance goals/quotas

Associate'S Degree, Business Administration And Management, General

High School Diploma