Robyan Malaca

Background

About Robyan Malaca

I began my career at Bank of America in October 2018 as a member of the Overdraft Collections team as a Credit Assistance Specialist where we collected on open and overdrawn deposit accounts. In September 2019, I was given a departmental promotion to the RAC/FRIOD team as a Senior Credit Assistance Specialist where we collected on overdrawn deposit accounts which were flagged by risk and fraud. Through these positions, I became familiar with several systems of record such as UCRS, BOSS, BASS and Synergy. Additionally, I educated myself on bank policies, processes and procedures and became a subject matter expert on deposit accounts, soon becoming a reference of knowledge for my teammates. I learned how to have difficult conversations with the customer while also directing the topic of conversations to collections and providing the customer with the knowledge to set themselves up success and make informed decisions on the state of their accounts. In this role, I was continuously on the top of the scoreboard for collections metrics, received 100% in quality reviews and achieved a Beyond the Best award five times. In November 2020, I was offered and accepted a promoted position as a Collections and Recovery Specialist II for the Customer Level Collections department. In this department, we collected on open and overdrawn deposit accounts, open or closed, but not charged off, and past due credit cards, past due auto loans and past due mortgage loans. In this role, I was able to learn and familiarize myself with several other products and systems. As of January 2022, I am currently a member of the Customer Experience team as an Operations Analyst I where I listen to and review inbound and outbound calls from collections employees where a customer complaint was submitted to ensure bank policies and procedures, as well as banking rules and regulations, are being followed by our employees. Additionally, I provide remediation for the customer and coaching to the employee when necessary to ensure our clients receive a positive and complete customer experience.