Arvin Costales
Quezon City
Summary
Knowledgeable customer service representative with 6 years of experience providing valued customer service to the company's most demanding clients and customers. Risk manager with strong analytical and quantitative skills and more than 6 years of experience developing risk-based contingency plans, evaluating risks, and taking appropriate actions in the face of ongoing operational changes. Well-respected groundskeeper with 2 years of experience providing enthusiastic and innovative leadership.
Debt recovery professional prepared for this role. Proven ability to manage and resolve outstanding accounts while maintaining positive client relationships. Known for team collaboration and achieving results. Skilled in negotiation and conflict resolution, with focus on adaptability and reliability.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Debt Recovery Specialist- Australian Based Account
Vault Outsourcing, Complete Credit Solutions
07.2024 - Current
- Maintained high volume of calls and met demands of busy and productive group.
- Conducting skip tracing and investigative skills on locating customers that abandoned accounts for more than years, contacting customers on various platforms such as email, sms, inbound and outbound calls
- Searched computer databases, credit reports, public records or other resources to locate persons or to compile information for investigations.
- Provided ongoing training and support for new team members, ensuring adherence to best practices in debt recovery processes across the organization.
- Upheld strict confidentiality standards by safeguarding sensitive customer information throughout all stages of the debt recovery process, maintaining trust and integrity within the organization.
- Negotiated settlements on outstanding accounts, resulting in increased recovered funds without resorting to litigation or additional costs.
- Optimized workflow efficiency by regularly updating account statuses based on payment arrangements or changes in debtor circumstances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Documented customer payment interactions and account statuses for future reference.
- Enhanced team productivity through active participation in meetings, sharing ideas for improvement, and fostering a positive work environment built on collaboration and mutual respect.
- Collected on delinquent accounts to reduce overdue balances.
- Maintained consistently high success rate of collecting on overdue accounts.
- Increased company revenue by successfully locating individuals and assets through diligent investigation efforts.
Citiphone Officer /Assistant Manager of Operations
Citibank NA
06.2022 - 06.2024
- Evaluate client financial needs and offer appropriate products and solutions
- Handle customer inbound calls and provide exceptional customer service
- Align client needs with product service solutions in a sales-driven environment
- Communicate the value and benefits of products and services to clients
- Achieve monthly individual and team-based sales goals
- Collaborate with team members to optimize sales strategies and achieve targets
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Collected, arranged, and input information into database system.
- Error custodian and assistant team manager for a year assisting team members for quality improvement of performance
Collections Officer / Assistant Team Manager
Sutherland Global Services
01.2019 - 03.2022
- Serve as the liaison between creditors and consumers
- Monitor accounts for overdue payments
- Report collection activity
- Address client queries
- Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Develop repayment plans
- Contact debtors by phone to negotiate and implement debt recovery plans
- Efficiently communicate with debtors to establish repayment agreements
- Utilize negotiation skills to reach favorable payment terms
- Document all communication and agreements with debtors
- Collaborate with internal teams to resolve complex collection issues, assisting manager on monitoring team performance, doing second voices / SME for two years
Marketing Assistant/ Agriculturist
Ferex Agrochem Development Corporation
01.2018 - 01.2019
- Collaborated with marketing team to develop and implement sales strategies
- Executed marketing campaigns and social media initiatives
- Utilized marketing analytics to make data-driven decisions
- Organized and led trainings and farmer meetings with LGU's and organizations
- Engaged with a large number of participants in Region 3, Mindoro, and Bicol Region
Agriculturist/ Farm Manager
Novistelle International
04.2017 - 07.2018
- Managing the overall operations of the farm
- Developing and implementing strategies to increase productivity and profitability
- Monitoring and maintaining the health and well-being of livestock
- Implementing sustainable farming practices
- Coordinating with suppliers and vendors for necessary resources
- Ensuring compliance with regulations and safety standards
- Analyzing market trends and making informed decisions for sales and purchases
- Conducting regular inspections and maintenance of farm equipment
- Providing leadership and guidance to farm workers for efficient work progress
Education
Bachelor of Science - Agriculture
Central Luzon State University
Science City of Munoz, Nueva Ecija06.2016
Skills
- Customer service
- Computer literacy
- Time management
- Communication skills
- Leadership
- Microsoft software proficient
- Documentation review
- Fraud Analytics and Risk Management
- Sales Experience
- Supervising Experience
- Data Analysis Skills
- KYC Bank and Loans
- Skip tracing
- Goal oriented
- Call center experience
- Customer research
- Proficiency in multiple software such as Collect, Genesys, Salesforce, ComplyAdvantage, and Microsoft Dynamics
- Ability to work under pressure
Certification
- Certified Agriculturist
- Crop Horticulturist
- Landscape Artist
- NCI- Animal Husbandry
- NC II- Crop Propagation
- Best Collections Officer 2019- Credit One Bank
- Fraud Analytics and Risk Management Certified
- Bank Trained Certified- Bank & Loans (Citibank)
- Highest Annual Sales- Citibank Loans
Languages
English
Filipino
Ilocano
Timeline
Debt Recovery Specialist- Australian Based Account
Vault Outsourcing, Complete Credit Solutions
07.2024 - Current
Citiphone Officer /Assistant Manager of Operations
Citibank NA
06.2022 - 06.2024
Collections Officer / Assistant Team Manager
Sutherland Global Services
01.2019 - 03.2022
Marketing Assistant/ Agriculturist
Ferex Agrochem Development Corporation
01.2018 - 01.2019
Agriculturist/ Farm Manager
Novistelle International
04.2017 - 07.2018
- Certified Agriculturist
- Crop Horticulturist
- Landscape Artist
- NCI- Animal Husbandry
- NC II- Crop Propagation
- Best Collections Officer 2019- Credit One Bank
- Fraud Analytics and Risk Management Certified
- Bank Trained Certified- Bank & Loans (Citibank)
- Highest Annual Sales- Citibank Loans
Bachelor of Science - Agriculture
Central Luzon State University
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