Raquel Martinez Arbizu
Phoenix
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
Collections / SPOC
Valon Mortgage
Phoenix
06.2025 - Current
- Conduct call monitoring and quality reviews to ensure adherence to compliance standards and internal procedures
- Provide real-time coaching and feedback to improve agent performance and call quality
- Develop job aids and process documentation to reduce errors and improve workflow efficiency
- Ensure SLA adherence and regulatory compliance across delinquent mortgage servicing activities
- Manage a high-volume pipeline of delinquent accounts, evaluating eligibility for loss mitigation solutions
- Negotiate repayment plans, forbearance agreements, and workout solutions to prevent foreclosure
- Audit foreclosure timelines and account handling to ensure accuracy and compliance
- Support GNMA portfolios, contributing to consistent achievement of delinquency cure rate goals
- Collaborate cross-functionally on initiatives to improve servicing quality and operational performance
Loss Mitigation Specialist I
Shellpoint Mortgage Servicing
Phoenix
04.2020 - 01.2025
- Ensured compliance with investor, regulatory, and legal guidelines across all assigned accounts
- Reviewed borrower financial documentation to determine eligibility for loss mitigation programs
- Audited files prior to foreclosure to confirm completion of all required actions and documentation
- Managed timelines and ensured accuracy of borrower communications and notices
- Resolved escalated cases with a focus on accuracy, compliance, and customer satisfaction
- Coordinated third-party services while maintaining proper documentation and process integrity
- Performed title reviews to identify and mitigate risks to lien position
Collections Specialist (QA & Metrics Focus)
OneMain Financial
Tempe
01.2016 - 07.2020
- Maintained high-volume call performance (200–300 outbound calls daily) while meeting strict quality and compliance standards
- Consistently achieved performance metrics including call quality scores, right-party contact rates, and delinquency resolution targets
- Monitored account accuracy and ensured proper documentation to support compliance and audit readiness
- Utilized skip tracing tools (Accurint, TLO, Experian) to improve contact rates and data accuracy
- Reduced account delinquency by effectively negotiating payment arrangements on accounts 30–120 days past due
- Followed FDCPA and internal compliance guidelines, maintaining a strong record of audit readiness and minimal errors
- Identified trends in borrower behavior and payment patterns to improve collection strategies and outcomes
Claims Specialist
LogistiCare LLC
Tempe
05.2012 - 11.2015
- Audited and processed insurance claims for accuracy, completeness, and compliance
- Reduced claim denials by identifying errors and submitting timely corrections, appeals, and reconsideration.
- Maintained detailed tracking of claims, ensuring accurate documentation and follow-up
- Collaborated with leadership to improve billing processes and reduce recurring errors
Education
Certified Medical Assistant
The Bryman School of Arizona
Phoenix, Az 08.2008 - 09.2009
GED
Phoenix, AzSkills
- Quality Assurance & Call Monitoring
- Performance Metrics & KPI Tracking
- Compliance & Regulatory Knowledge
- Process Improvement & Documentation
- Training & Coaching
- Collections & Negotiation
- Claims Review & Reimbursement
- Time Management & Organization
Timeline
Collections / SPOC
Valon Mortgage
06.2025 - Current
Loss Mitigation Specialist I
Shellpoint Mortgage Servicing
04.2020 - 01.2025
Collections Specialist (QA & Metrics Focus)
OneMain Financial
01.2016 - 07.2020
Claims Specialist
LogistiCare LLC
05.2012 - 11.2015
Certified Medical Assistant
The Bryman School of Arizona
08.2008 - 09.2009
GED