Esteban Benjamin Cruz Cruz
Tijuana
Summary
Dynamic debt recovery professional with extensive experience at Faloni Law Firm, adept in negotiation and compliance. Proven track record in achieving timely collections while maintaining client satisfaction. Skilled in CRM software and active listening, fostering strong relationships and resolving conflicts effectively. Committed to delivering results in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Debt Collector
Faloni Law Firm
09.2024 - Current
- Managed client accounts in default, coordinating with legal teams to enforce collections through litigation and legal actions.
- Served as the primary point of contact for clients, discussing payment plans, settlements, and legal consequences for non-payment.
- Worked closely with attorneys to ensure compliance with legal procedures and debt collection regulations.
- Facilitated the legal process of levying bank accounts and initiating wage garnishments for clients in default, in accordance with court orders.
- Negotiated payment arrangements and settlements, balancing client satisfaction with the firm’s legal requirements.
- Followed up on outstanding balances, ensuring timely collection through legal means including court filings, judgments, and wage garnishments.
- Maintained thorough documentation of all interactions and legal proceedings in case management software.
- Provided clients with clear and concise explanations of legal processes, their rights, and potential outcomes related to their debts
Customer Service Representative
Greenwise
08.2023 - 07.2024
- Provided empathetic and effective support to clients seeking debt relief solutions.
- Handled high-volume inbound and outbound calls, offering guidance on debt management programs.
- Maintained accurate client records and ensured compliance with company policies and financial regulations.
- Collaborated with internal teams to resolve customer issues efficiently and improve service delivery.
- Educated clients on available financial options and helped them navigate the enrollment process.
Workers' Compensation Case Manager
Law Offices of G. John Jansen & Associates, PLC
02.2020 - 01.2022
- Conducted initial intake interviews with potential clients seeking workers’ compensation assistance.
- Collected and verified detailed case information to assess eligibility and establish valid claims.
- Guided clients through the legal intake process with professionalism, empathy, and confidentiality.
- Worked closely with attorneys and case managers to ensure smooth case handoff and follow-up.
- Maintained accurate client records and tracked case statuses using case management software.
- Educated clients on their rights and the workers’ compensation process, ensuring they understood next steps.
Customer Service Representative
Westlake / CCSI
08.2017 - 12.2019
- Managed inbound and outbound calls to assist customers with account inquiries and payment arrangements.
- Negotiated payment plans with customers who were behind on payments, ensuring timely resolutions while maintaining positive relationships.
- Provided clear information regarding account statuses, fees, and available options for customers in financial difficulty.
- Utilized CRM and collections software to track customer interactions, update payment histories, and ensure compliance with company policies.
- Handled sensitive financial information with confidentiality and adhered to regulatory guidelines, including FDCPA standards.
- Collaborated with team members and supervisors to improve collections strategies and enhance customer satisfaction.
- Resolved customer disputes and escalated issues as necessary, striving to find mutually agreeable solutions.
Education
High School Diploma -
CECYTE
Tijuana, Baja California, Mexico08.2016
Skills
- Debt recovery strategies
- Excellent verbal and written communication
- Active listening
- Customer service and conflict resolution
- Multitasking and time management
- Problem-solving and critical thinking
- CRM software proficiency
- Call handling and phone etiquette
- Data entry and record-keeping
- Team collaboration
- Adaptability in fast-paced environments
- Knowledge of company products/services
Timeline
Debt Collector
Faloni Law Firm
09.2024 - Current
Customer Service Representative
Greenwise
08.2023 - 07.2024
Workers' Compensation Case Manager
Law Offices of G. John Jansen & Associates, PLC
02.2020 - 01.2022
Customer Service Representative
Westlake / CCSI
08.2017 - 12.2019
High School Diploma -
CECYTE
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