REBECCA DZURIGA
MARICOPA
Summary
Dynamic collections specialist recognized for strong negotiation and dispute resolution skills. Experienced in managing high-volume portfolios and fostering teamwork, dedicated to achieving optimal outcomes through effective communication and strategic planning.
Overview
22
22
years of professional experience
Work History
Senior Collections Specialist
Mr. Cooper/Rocket Mortgage
Chandler, AZ
06.2013 - 02.2026
- Led collections efforts, resulting in improved recovery rates and decreased delinquency levels.
- Mentored junior specialists, enhancing team performance and fostering professional development.
- Mitigated risk by thoroughly evaluating debtor profiles and implementing appropriate collection strategies based on historical performance and unique account characteristics.
- Negotiated settlements with debtors, achieving mutually beneficial resolutions while maintaining professional relationships.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Developed streamlined processes for follow-up communications, increasing customer engagement and satisfaction.
- Utilized advanced collections software to track accounts, optimizing workflow efficiency and accuracy.
- Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
Back End Collector
Green Tree Servicing
Tempe, AZ
05.2011 - 05.2013
- Facilitated communication with customers to resolve account discrepancies and payment issues.
- Executed collection strategies to ensure timely recovery of overdue accounts.
- Analyzed customer accounts for potential risks and tailored repayment plans accordingly.
- Coordinated with cross-functional teams to enhance collections processes and systems.
- Managed collections process for delinquent accounts, ensuring compliance with regulations and company policies.
- Developed and implemented effective communication strategies to engage customers regarding outstanding balances.
- Led initiatives aimed at improving recovery rates through strategic outreach campaigns targeting high-risk accounts.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
Repossession Specialist
Wells Fargo
Tempe, AZ
12.2003 - 05.2011
- Managed asset recovery processes to ensure compliance with regulatory requirements.
- Coordinated communication between departments to streamline repossession efforts and enhance efficiency.
- Developed training materials for new team members on repossession protocols and best practices.
- Analyzed repossession data to identify trends, improving recovery strategies and reducing cycle times.
- Mentored junior specialists in negotiation techniques and conflict resolution during the repossession process.
- Implemented process improvements that increased accuracy in documentation and reporting of repossessions.
- Optimized route planning for field agents, maximizing the number of successful repossessions per day.
- Expedited asset liquidation by coordinating closely with auction houses and other disposal channels.
- Increased overall recovery rates by developing a strong network of informants and utilizing technology-based location tools effectively.
- Built strong relationships with clients through consistent communication about account status updates and progress reports on recoveries made.
- Minimized company liability by adhering strictly to state and federal regulations during all aspects of the repossession process.
- Improved client satisfaction with thorough and prompt communication regarding repossessed assets.
Education
High School Diploma -
Gilbert High School
Gilbert, AZSkills
- Payment processing
- Credit analysis
- Debt negotiation
- Dispute resolution
- Portfolio management
- Legal compliance
- Collection strategy
- Skip tracing
- Credit reporting
- Active listening
- Call center experience
- Collections
- Credit and collections
- Call center background
- Teamwork
Timeline
Senior Collections Specialist
Mr. Cooper/Rocket Mortgage
06.2013 - 02.2026
Back End Collector
Green Tree Servicing
05.2011 - 05.2013
Repossession Specialist
Wells Fargo
12.2003 - 05.2011
High School Diploma -
Gilbert High School