Lancey Alonso Alvarez
San Juan
Summary
Dynamic Bilingual Customer Service Representative with Eleven years of experience handling incoming calls in the fields of credit services, health insurance and mortgage loans, and debt collection. Comfortable working high call volumes and ensuring all customer needs are met, promptly and professionally adhering to business laws and regulations.
Overview
12
12
years of professional experience
Work History
Bilingual Customer Service Representative
Sun West Mortgage Company
2023.03 - Current
- Perform outbound collections calls in accordance to debt collection laws.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Answer questions by performing detailed research and analysis ranging from escrow analysis, increases in property taxes and payments.
- Educate borrowers on available Mortgage Assistance programs.
- Collect payments for current and past due accounts as well as inform borrowers of available payment options and educate them on steps necessary to maintain healthy accounts.
- Answered questions in English and Spanish regarding payments, increases and decreases in monthly payments as well as complete document requests via email, fax or mail.
- Currently working 40 hours weekly.
Bilingual Customer Service Representative
Optum United Healthcare
2022.11 - 2023.02
- Gained customer trust by providing knowledgeable and accurate information regarding different types of dental health insurance coverage in both English and Spanish.
- Analyzed documents related to insurance claims and inform of any necessary additional documents needed to process claims or steps necessary to submit disputes.
- Assisted customers in finding dental practices that accepted their particular health insurance and set up appointments.
- Assisted dental assistants by researching which procedures patient plans covered.
- Worked full time 40 hours weekly.
Bilingual Customer Service Representative
Synchrony Financial, GE Capital
2011.09 - 2022.03
- Assisted customers with Spanish-language inquiries.
- Answered customer questions regarding their credit card accounts ranging from balance, available credit and analyzing accounts to detect fraudulent charges and payment histories.
- Collected payments and provided additional payment options available to customers.
- Educated customers on necessary steps to maintain healthy accounts and avoid negative credit reporting.
- Provided assistance to different portfolios.
- Assisted in training new hires by doing side by sides on calls as well as floor walker.
- Worked full time 40 hours weekly.
Education
High School Diploma -
Nuestra Señora De La Providencia
Guaynabo, Puerto Rico05.2000
Skills
- Fully bilingual in English and Spanish.
- Experience researching accounts and navigating different systems.
- Experience in collections calls both inbound and outbound.
- Experience handling high call volume.
- Experience using programs such as FDR, Workstation, McDonald.
- Experience reading mortgage loan statements, annual escrow analysis and credit card statements.
- Problem-Solving.
- Teamwork and Collaboration.
- Call Documentation.
- Customer Data Confidentiality.
- Customer Relations.
Timeline
Bilingual Customer Service Representative
Sun West Mortgage Company
2023.03 - Current
Bilingual Customer Service Representative
Optum United Healthcare
2022.11 - 2023.02
Bilingual Customer Service Representative
Synchrony Financial, GE Capital
2011.09 - 2022.03
High School Diploma -
Nuestra Señora De La Providencia
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