Summary
Overview
Work History
Skills
Timeline
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Elsa Avila

Commerce City

Summary

Bilingual and results-driven banking professional with 8+ years of progressive experience in customer service, collections, and team leadership within the financial services industry. Proven ability to manage high-performing teams, resolve complex customer issues, and drive operational efficiency. Fluent in Spanish with a strong track record of building rapport with diverse client bases and maintaining compliance in regulated environments.

Overview

9
9
years of professional experience

Work History

Credit Card Customer Service Supervisor

FirstBank
01.2019 - Current
  • Lead day-to-day operations of the Credit Card Customer Service Department.
  • Handled escalated customer issues, driving improved satisfaction and customer retention.
  • Fostered a collaborative team environment focused on growth, accountability, and service excellence.
  • Partnered cross-functionally to identify process improvements through root cause analysis.
  • Mentored and coached staff, enhancing team skills and performance.

Credit Card Collections Supervisor

FirstBank
01.2019 - 01.2025
  • Supervised daily operations in the Credit Card Collections Department, ensuring compliance with banking regulations.
  • Oversaw and supported the credit card customer service team to deliver timely, effective resolutions.
  • Investigated credit risks and delinquent accounts, reducing overall delinquency rates.
  • Developed and enforced policies that ensured adherence to legal standards and internal procedures.

Credit Card Collections Specialist

FirstBank
07.2017 - 01.2019
  • Contacted customers with delinquent accounts to set up repayment plans.
  • Analyzed credit risks and identified high-risk accounts to mitigate financial exposure.
  • Ensured consistent follow-up and documentation in compliance with policy.

Teller

FirstBank
07.2016 - 07.2017
  • Conducted customer transactions including deposits, withdrawals, and new account openings.
  • Built rapport with Spanish-speaking customers, enhancing client relationships and accessibility.

Skills

  • Bilingual: English and Spanish
  • Team Leadership & Training
  • Customer Relationship Management
  • Credit Risk Analysis
  • Regulatory Compliance
  • Conflict Resolution
  • Cross-functional Collaboration
  • Microsoft Office & Banking Software

Timeline

Credit Card Customer Service Supervisor

FirstBank
01.2019 - Current

Credit Card Collections Supervisor

FirstBank
01.2019 - 01.2025

Credit Card Collections Specialist

FirstBank
07.2017 - 01.2019

Teller

FirstBank
07.2016 - 07.2017

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Elsa Avila