Frances Jasmin-Magtoto
Dededo,Guam
Summary
Goal-driven Collections Manager reduces delinquencies and mitigate risks. Prepared to bring 2 years of in-depth experience to support ANZ needs. Results-oriented Credit Control Officer focused on building a positive rapport with clients to achieve repayment objectives. Adept at relating to clients of all background and financial levels. Talented Collections Manager highly effective at managing a high volume of collections calls in fast-paced, demanding environments. Excellent conflict resolution and interpersonal skills. Driven to maximize returns and exceed monthly quotas. Knowledgeable with Freddie Mac, Fannie Mae, USDA, & VA loans.
Overview
11
11
years of professional experience
Work History
Collections Manager
ANZ Guam Inc.
10.2021 - 09.2023
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Researched accounts and completed due diligence to resolve collection problems.
- Supervised staff of collectors, monitoring phone calls and letters.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Conducted investigations of customer accounts and payment histories.
- Reviewed, researched and corrected discrepancies and customer concerns.
- Documented interactions in computer database and updated information.
- Worked with legal resources and recovery teams to manage default issues.
- Established procedures for collection of past due amounts.
- Successfully implemented new technologies and process automations to encourage continuous improvement.
- Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
- Filed and addressed employee complaints in accordance with company policies and government regulations.
- Complied with established internal controls and policies.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Created financial dashboards to provide insights into key performance indicators.
- Established and checked coding procedures, monitored reports and updated internal files.
Collection Specialist
ANZ Guam Inc.
04.2018 - 09.2021
- Used skip tracing and other techniques to locate debtors.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked with customer to create debt repayment plan based on current financial condition.
- Prepared and submitted legal documents to initiate court proceedings.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
Teller Associate
ANZ Guam Inc.
04.2017 - 11.2018
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained accurate records of customer transactions in line with bank procedures.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Monitored and reported suspicious activity in line with bank security policies.
- Educated customers on use of banking website and mobile apps.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Assisted with training of new tellers on policies and procedures.
- Assisted customers with banking needs and inquiries.
- Maintained friendly and professional customer interactions.
- Handled various accounting transactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Executed wire transfers, stop payments and account transfers.
- Cross-sold credit cards, loans and other bank products.
- Referred customers to other banking departments for specialized services.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Calculated fees due, interest and change for customer transactions.
Restaurant Hostess
PROA
01.2016 - 09.2018
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Answered customer questions about hours, seating, and menu information.
Supervisor of Operations
Funtastic Park Micronesia Mall
11.2012 - 10.2017
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Devised processes to boost long-term business success and increase profit levels.
- Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
Customer Service Cashier
Kmart, Sears Holding
03.2016 - 01.2017
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Utilized POS system to handle customer cash and credit card transactions.
- Redeemed coupons to discount purchases.
- Maintained awareness of surroundings and secured cash to minimize loss potential.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Checked personal identifications during alcohol and tobacco sales.
- Set up new sales displays each week with fresh merchandise.
- Lifted up to 25 pounds at once and used forklift to move heavier loads.
Education
High School Diploma -
Simon Sanchez High School
Yigo, GU05.2010
Skills
- Microsoft Excel
- Till Counting
- General Ledger Accounting Aptitude
- Payment Acceptance
- Collection Calls
- Past Due Procedures
- Customer Service Management
- Adobe Software
- Staff Training
- Quarterly Reviews
- Payment Discrepancy Research
- Performance Tracking
- Batch Balances and Reports
- Customer Notifications
- Script Writing
- Word Processing
- Modifying Loans
- Knowledge with FREDDIE MAC, FANNIE, USDA, & VA Loans
- EDR servicing- Freddie Mac
- Stakeholder and Investor Reporting
Timeline
Collections Manager
ANZ Guam Inc.
10.2021 - 09.2023
Collection Specialist
ANZ Guam Inc.
04.2018 - 09.2021
Teller Associate
ANZ Guam Inc.
04.2017 - 11.2018
Customer Service Cashier
Kmart, Sears Holding
03.2016 - 01.2017
Restaurant Hostess
PROA
01.2016 - 09.2018
Supervisor of Operations
Funtastic Park Micronesia Mall
11.2012 - 10.2017
High School Diploma -
Simon Sanchez High School
Similar Profiles
Cyril Sol L. ValenciaCyril Sol L. Valencia
Digital Channel Specialist at ANZ GuamDigital Channel Specialist at ANZ Guam
Mitchell GreyMitchell Grey
Sales Consultant at ANZ Guam IncSales Consultant at ANZ Guam Inc
Sooyoun WanketSooyoun Wanket
Brand Associate at Lotte Duty Free Guam - Guam AirportBrand Associate at Lotte Duty Free Guam - Guam Airport