Mayra Swaby-Lara
Grand Cayman
Summary
Customer service-focused employee with excellent written and oral communication skills in a banking environment. Strong emphasis on risk awareness, accuracy, and problem-solving. Experienced in risk management, compliance procedures, and customer relationship management.
Overview
14
14
years of professional experience
Work History
Debt Collections Officer
CICSA Co-Op Credit Union Ltd.
11.2021 - Current
- Interview members who are not adhering to the terms and conditions of their loans to discuss repayment agreements; stays abreast of the payments being made in relations to the agreements
- Provide financial counseling and guidance to members whose loans are in arrears
- Provide operational support to the Debt Collections Department and relief to Debt collections officer
- Ensure that proper insurance coverage is in place on delinquent members properties / vehicles
- Assist in improving Operational efficiency, improving financial results and fostering Brand Building
- Responsible of all activities regarding the repossession and sale of repossessed vehicles
- Responsible for responding all internal credit checks for loans and new accounts
- Prepare Reports and other correspondence as requested by the assistant Manager, Debt Collections.
- Developed and implemented strategies to collect delinquent debts.
- Conducted outbound calls to contact customers regarding past due balances.
- Provided guidance and support for team members when needed.
- Negotiated repayment plans with customers to resolve debt issues.
- Adhered strictly to all applicable laws governing debt collection practices.
- Prepared detailed reports on all collection activity for management review.
- Responded promptly and courteously to customer inquiries regarding their account status.
- Followed up on payment arrangements made with customers to ensure timely payments were received.
- Reviewed customer accounts and payment history to determine best course of action for collections.
Part Time - Property Manager
Property management & Rentals
11.2016 - Current
- Rent and Manage 4 family-owned apartments and a 4-bedroom house in West Bay, all with long-term tenants.
- Prepare rental agreements, confirm prospective tenants' employment, and previous landlords' references.
- Responsible for hiring a maintenance person who does the upkeep and landscaping of the properties, he is on call 24/7 in case of any emergencies relating to the properties, such as the plumbing, etc.
- Responsible for the collection of the monthly rental and provide receipts for payments.
- Responsible for distributing the monthly utility bills to tenants and collect and settle the payments on their behalf.
- Process evictions when necessary, in accordance with local laws and procedures.
- Established policies regarding tenant relations and enforcement of rules and regulations within the properties.
- Monitored market trends to ensure competitive pricing structures for units under management.
Consumer Loans Officer
Fidelity Bank Cayman – Now Proven Bank Cayman
06.2021 - 10.2024
- Assist manager, and credit administration manager in maintaining the bank’s good customer base, developing new quality business and to cross sell ancillary products and services
- Interview prospective customers in a courteous and professional manner ensuring that their initial needs are satisfied
- Evaluate client’s financial ability to service loans and other lending facilities
- Ensure all documentation is in proper order before loan proposal is submitted for approval
- Write and submit credit proposals for approval
- Actively participate in the collections and recovery of past due loans
- Ensure that all credit files are properly maintained and controlled
- Liaising with professional (Accountants, Attorneys, Bankers, Insurance representatives) and regulatory agencies as required.
- Verified assets and liabilities of potential borrowers.
- Analyzed financial statements, credit reports, and other documents to assess borrower's creditworthiness.
- Advised customers on various options available for their particular financing needs.
- Assisted clients in completing loan applications accurately and completely.
- Counseled clients on budgeting techniques that would help them manage their debt more effectively.
- Established relationships with borrowers, lenders, and third parties involved in the loan process.
- Participated in professional development activities such as conferences, seminars, webinars.
- Provided pre-approval letters to qualified applicants.
- Reviewed loan applications for accuracy and completeness.
- Delivered high levels of customer service to facilitate smooth processes.
Credit Analyst
CIBC First Caribbean International Bank
03.2015 - 04.2021
- Managing a portfolio of delinquent & NPNA accounts (including credit cards) within discretion
- Ensure that delinquencies/recoveries are managed within agreed targets and new provisions / write-offs are contained within budget
- Maximize recoveries and minimize risk/loss on a cost-effective basis
- Proactive pursuit of outstanding debt, negotiation with debtors and professionals
- Implementation of strategies to manage impaired accounts
- To promote an objective, commercial and professional approach to the recovery process
- Credit writing (new loans and restructuring of debts).
- Monitored customer accounts to ensure timely payments were made in accordance with loan agreements.
- Evaluated the performance of existing customers by analyzing their past repayment behavior as well as current account status.
- Developed relationships with external partners such as creditors, appraisers, in order to facilitate smooth processing of loan applications.
- Identified areas where additional information was needed to complete a thorough analysis.
- Reviewed loan applications for accuracy and completeness before submitting them for approval.
- Collaborated with other departments within the organization to ensure efficient processing of loan agreement payments.
- Developed strategies to manage delinquent accounts and reduce overall portfolio risks.
- Reviewed customer financial data to ascertain level of risk involved for loan restructures.
- Collected and organized loan documents before submission to underwriting.
- Negotiated terms and conditions of credit facilities with clients to protect the lender's interests.
Customer Service Officer
CIBC First Caribbean International Bank
03.2013 - 03.2015
- Opening new accounts.
- Provided customer service in a courteous and professional manner.
- Collaborated with other departments within the organization on various projects.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Resolved customer issues in an efficient and timely manner.
- Assisting customers with their daily cash transactions; Deposits/Withdrawals, Sending wire transfers, Issuing Bank Drafts, Closing and maintaining customers’ accounts, Ordering new visa debit cards etc.
- Assisting customers with loan queries and referring them to the correct individual for further assistance.
- Established trustful relationships with customers through effective communication skills.
- Selling our convenience products, namely Visa Debit Cards, Online Banking, Telephone Banking and Mobile Banking
- Promoting and referring our lending products namely Credit Cards, over drafts facility and loans.
Administrative Assistant
CIBC First Caribbean International Bank
11.2010 - 03.2013
- Exercise financial prudence and good control in the administration of Retail Directors’ Expense Reports
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Proofread content for typo-free emails and documentation.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Responded to customer issues to provide immediate resolution and improve retention.
- Coordinated travel arrangements and completed expense reports for travel reimbursement.
- Maintain accurate diary system to ensure effective follow up within prescribed Timelines on all matters copied by e-mail
- Hourly Retrieval and reporting of new voice messages
- Maintain Bank Standards relating to Internal Controls
- Maintain vacation and absence records up to date for all direct reports of the director
- Responds professionally to queries and complaints through effective management of customer feedback process
- Meeting minutes and action plans accurately documented within 2 business days of meeting held.
- Developed and maintained filing systems for confidential documents and records.
Education
Debt Collection Courses (COL500, COL520, and COL700) - Debt Collections
The Learning Centre
Grand Cayman, Cayman Islands01.2024
Conflict Resolution in the Workplace -
Alison – Online courses
10.2022
The Step-by-step Plan To Win With Money. - Dave Ramsay’s Financial Peace University
Inspire Cayman Training
Grand Cayman, Cayman Islands04-2022
Caribbean Credit Union Development Education Programme -
43rd Session of CaribDE
Grand Cayman, Cayman Islands04.2022
Cosmetology Diploma -
L.I.B.S – New York
09.2004
High school diploma -
J.G.H.S-Grand Cayman
09.2002
Skills
- Excellent written and oral communication skills in English and Spanish
- Financial counseling
- Repossession and sale of repossessed vehicles
- Internal credit checks
- Property management
- Rental agreements, tenant screening
- Maintenance management
- Rent collection, Utility bill distribution and payment
- Excellent Customer service
- Cross-selling, Financial evaluation
- Documentation management / Portfolio management
- Delinquency and recovery management
- Great Negotiation skills
- Credit writing
- Customer account management
- Administrative support
- Expense report management
- Meeting minutes and action plan documentation
- Conflict resolution
- Debt collection practices
- Credit risk management
- Persuasion and negotiation
- Initiative and multitasking
- AML/KYC laws and procedures
- Property insurance knowledge
- Real estate and property management knowledge
- Sales skills
- Skip Tracing and Settlement Negotiation
- Goal-Oriented
- Investigation due diligence
- Credit writing and loan restructuring experience
- Basic Portuguese language proficiency
Accomplishments
- Trained and have excellent knowledge in the property Insurance section.
- Trained and have working Knowledge in the real estate section – Namely property management
- Excellent in sales – Have proven track record in selling repossessed assets.
- Very good knowledge and experience in credit writing and loan restructuring.
- Fluent in English and Spanish, as well as basic level of the Portuguese language.
Affiliations
• Excellent experience as a Debt collections officer of a busy commercial lending institution and thorough understanding of Debt Collections practices and the role and function of Credit Unions.
• Developed persuasion and negotiation skills to negotiate payments with account holders
• Knowledge and experience working with Bailiffs, Attorneys-at-Law and other professionals, including managing the costs of these services
• Ability to work on own initiative, able to handle multiple priorities efficiently and work without close supervision.
Languages
English
First Language
Spanish
Advanced (C1)
C1
Portuguese
Intermediate (B1)
B1
References
References available upon request.
Timeline
Debt Collections Officer
CICSA Co-Op Credit Union Ltd.
11.2021 - Current
Consumer Loans Officer
Fidelity Bank Cayman – Now Proven Bank Cayman
06.2021 - 10.2024
Part Time - Property Manager
Property management & Rentals
11.2016 - Current
Credit Analyst
CIBC First Caribbean International Bank
03.2015 - 04.2021
Customer Service Officer
CIBC First Caribbean International Bank
03.2013 - 03.2015
Administrative Assistant
CIBC First Caribbean International Bank
11.2010 - 03.2013
Debt Collection Courses (COL500, COL520, and COL700) - Debt Collections
The Learning Centre
Conflict Resolution in the Workplace -
Alison – Online courses
The Step-by-step Plan To Win With Money. - Dave Ramsay’s Financial Peace University
Inspire Cayman Training
Caribbean Credit Union Development Education Programme -
43rd Session of CaribDE
Cosmetology Diploma -
L.I.B.S – New York
High school diploma -
J.G.H.S-Grand Cayman
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