Ana S.
Senior Customer Service and Collections Specialist
Open to offersNew to PlatformAbout
Ana Marie B. is a seasoned professional with over 15 years of specialized experience, having built a robust career as a Customer Service and Collections Specialist. Based in General Trias, Cavite, Philippines, she has honed her expertise across a range of industries including financial services and healthcare collections, with a particular focus on loan servicing and account management. Ana Marie has demonstrated proficiency in various roles, previously working as an Accounts Management & Collection Specialist at Hopla Online, a Collection Specialist at Civicom Pacific, and an Account Resolution Specialist at Wells Fargo EGS, LLC. Her core strengths include expert management of debt recovery, payment negotiations, and ensuring HIPAA and regulatory compliance. Ana Marie excels in maintaining accurate account records and customer documentation and is recognized for her ability to deliver exceptional customer service while meeting productivity and quality goals. Her technical expertise spans the use of CRM systems, Xero, and the Microsoft Office Suite. Additionally, she holds an educational background in Civil Engineering Technology from the Technological University of the Philippines.
Experience
Accounts Management & Collection Specialist (Virtual Assistant)
Hopla Online · 2024 — 2026Oversaw mortgage and rental loan accounts while delivering high-quality customer service. Engaged with customers concerning overdue balances and arranged payment plans. Supported customers with inquiries related to accounts, billing issues, and loan servicing. Processed claims, disputes, and adjustments to accounts. Created invoices and managed document fees utilizing Xero. Ensured accurate maintenance of account records and customer documentation. Collaborated with internal teams for prompt account resolution.Collection Specialist
Civicom Pacific · 2022 — 2024Handled third-party healthcare collection accounts for medical entities. Reached out to patients regarding unpaid medical balances while upholding professionalism and empathy. Structured payment plans and resolved account issues. Verified the accuracy of account details prior to collection actions. Investigated discrepancies within accounts and recorded findings. Maintained compliance with HIPAA and relevant collection regulations while consistently achieving performance standards.Account Resolution Specialist I / Pre-charged off
Wells Fargo EGS, LLC · 2019 — 2022Oversaw delinquent consumer loan accounts and negotiated repayment options. Provided assistance to customers facing financial difficulties. Managed accounts entailing bankruptcy, probate, foreclosure, repossession, and legal issues. Ensured adherence to federal, state, and company regulations. Kept detailed records of customer interactions and account activities while maintaining high customer service standards.Online Customer Service Representative II
Wells Fargo EGS, LLC · 2016 — 2019Supported customers with online banking inquiries and account-related questions. Offered information on products, services, billing, and transaction processing. Resolved customer issues through effective problem-solving techniques. Informed customers about banking policies and procedures. Leveraged internal systems to investigate and address customer concerns.Customer Service Representative
FIS Global Solutions · 2014 — 2016Assisted customers in activating American Express prepaid cards. Accurately processed claims and dispute requests. Addressed billing inquiries and account-related concerns. Delivered exceptional customer service while adhering to quality and productivity benchmarks.
Skills & Expertise
Education
- Associate in Civil Engineering TechnologyTechnological University of the Philippines (TUP) · — — 2004
Interested in this professional?
Sign in as an employer to save this profile or invite Ana S. to a job.
Sign in as an employer