Marco L.
Senior Collections Specialist
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Marco L. is a seasoned Senior Collections Specialist with over a decade of expertise in debt recovery, account management, and quality assurance. He has extensive experience in the fintech and hospitality sectors, having worked with companies like Emapta Versatile Services and Cloudstaff Global Workplace, where he managed collections for Canadian payday loans and US-based timeshare businesses. Marco excels in negotiation, payment plan structuring, and compliance with financial regulations, ensuring streamlined collections processes while maintaining robust client relations. At Cloudstaff Philippines, he provided pivotal support for Comcast by resolving billing disputes and reinstating services post-payment arrangements. His attention to detail and ability to manage high-volume workloads are enhanced by his strong communication skills and proven ability to improve collection strategies, making significant contributions to business outcomes.
Experience
Senior Collections Specialist
iCash (Canadian FinTech – Payday Loan Services) · 2025 — PresentOversaw the complete collections process for a Canadian fintech firm specializing in payday loans. Managed communications via phone, email, and SMS to address customer queries and facilitate payments. Negotiated repayment plans for accounts that were significantly overdue. Ensured adherence to Canadian financial regulations and company policies while maintaining comprehensive account documentation.Senior Collections Specialist
Hilton Grand Vacations (US-based Timeshare Company) · 2022 — 2025Established communication with travel members through phone and email to negotiate payment plans. Clarified payment terms and consequences of non-payment to ensure members understood their obligations. Documented received payments and updated account information efficiently, while addressing member inquiries and resolving billing disputes over the phone.Collections Specialist
Comcast (Largest Cable ISP in the US) · 2021 — 2022Negotiated payment plans with customers holding delinquent accounts to recover outstanding balances. Managed account data and documented interactions using the CSG system. Resolved service-related issues and reinstated services after successful payment arrangements while achieving collection goals.Quality Assurance Analyst
Credit One Bank (US-based retail bank/credit card company) · 2018 — 2021Performed quality monitoring of collection calls to ensure compliance with applicable regulations. Assessed agent performance and pinpointed areas needing improvement. Provided coaching to enhance agent effectiveness and scored calls according to established quality assurance metrics.Collections Agent
Credit One Bank (US-based retail bank/credit card company) · 2015 — 2017Managed inbound and outbound calls to collect payments on delinquent credit cards. Followed compliance guidelines when handling customer data and collections. Presented payment plans and programs for financial hardship to assist customers.
Skills & Expertise
Education
- Bachelor of Science in Civil Engineering (Undergraduate)Holy Angel University