Zina Hall
Tempe,United States
Summary
Dynamic Collection / Customer Services professional with over 10 years of experience in debt collection and customer relations. Proven track record in improving customer satisfaction and streamlining processes, as demonstrated by successfully negotiating full balance collections at OneMain Financial. Recognized for enhancing collection efficiency and maintaining accurate records. Eager to leverage expertise in resolving customer concerns and optimize collection strategies to meet the needs of clients in the competitive financial services industry.
Overview
14
14
years of professional experience
Work History
Account Resolutions Specialist
First Credit Union
Chandler, Arizona
05.2025 - 10.2025
- Investigated and resolved delinquent, denied, and unpaid accounts by collaborating with payers and customers to secure timely payments. Communicated clearly and professionally to manage complex account issues while maintaining compliance with regulations such as HIPAA and FDCPA. - Applied strong attention to detail to track account status, document actions, and close outstanding issues. - Delivered empathetic, solutions-focused service to improve customer experience during resolution processes.
- Resolved customer inquiries regarding account discrepancies and payment issues.
- Documented interactions thoroughly to maintain accurate records for compliance purposes.
Credit Specialist
Bank of America
, USA
06.2024 - 03.2025
- Collected and verified borrower income, credit history, and employment information, ensuring accuracy and compliance.
- Proactively contacted customers to inform them of delinquent payments and facilitate prompt resolution.
- Gathered comprehensive debt information by liaising with banks, credit services, and credit bureaus.
- Adhered to banking requirements and government lending regulations, maintaining operational integrity.
- Identified effective solutions for customers facing credit challenges, enhancing client satisfaction.
Collector and Customer Services
OneMain Financial
, USA
04.2015 - 02.2024
- Maintained meticulous records of all collection activities, ensuring transparency and accountability.
- Collaborated with center operations to effectively coordinate material drop-offs.
- Negotiated successfully to secure full balance collections, optimizing recoveries.
- Streamlined debt collection processes, achieving increased efficiency and reduced turnaround times.
- Enhanced customer satisfaction by resolving delinquent accounts tactfully and efficiently.
Work From Home for Google
Google
Phoenix, USA
06.2014 - 05.2015
- Demonstrated adaptability and flexibility in adjusting to evolving operational changes.
- Boosted productivity levels by anticipating needs and delivering invaluable support.
- Promoted exceptional customer experiences by promptly addressing concerns and inquiries.
- Established strong rapport with customers, fostering trust and loyalty.
Home Preservation Specialist 1
Wells Fargo
Tempe, USA
03.2013 - 08.2013
- Provided comprehensive support during loan modification negotiations, advocating for clients.
- Communicated effectively with property owners and residents to facilitate understanding.
- Collaborated closely with clients to secure appropriate loan options tailored to needs.
- Addressed inquiries regarding Common Area Maintenance (CAM), ensuring clarity and resolution.
Customer Service Representative
Macys Credit And Customer Service
Tempe, USA
08.2012 - 04.2013
- Contributed to significant sales growth by upselling products strategically.
- Delivered prompt and efficient service, effectively prioritizing customer needs.
- Clarified customer concerns and resolved complaints to enhance satisfaction.
- Increased operational efficiency and team performance through proactive monitoring.
Customer Servicers Rep
Humana Insurance
Phoenix, USA
08.2011 - 12.2012
- Handled inbound calls within a fast-paced call center environment.
- Communicated with pharmacists, doctors, and customers regarding prescription matters.
- Responded to billing inquiries from patients and insurance companies with efficiency.
- Processed Medicare and commercial remittance advices accurately.
- Diagnosed and resolved patient billing complaints, ensuring prompt issue resolution.
Education
High School Diploma -
Henry Ford High
06.1984
Skills
- Crew Safety Techniques
- Credit underwriting
- Data Analytics
- Process Improvement
- Loan application processing
- Credit data assessments
- Banking products knowledge
- Credit decision making
- Effective Communication
- Decision-Making
- Customer service
- Problem-solving
- Team player
- Adaptability
- Empathy
Timeline
Account Resolutions Specialist
First Credit Union
05.2025 - 10.2025
Credit Specialist
Bank of America
06.2024 - 03.2025
Collector and Customer Services
OneMain Financial
04.2015 - 02.2024
Work From Home for Google
Google
06.2014 - 05.2015
Home Preservation Specialist 1
Wells Fargo
03.2013 - 08.2013
Customer Service Representative
Macys Credit And Customer Service
08.2012 - 04.2013
Customer Servicers Rep
Humana Insurance
08.2011 - 12.2012
High School Diploma -
Henry Ford High