Service-oriented Financial Crime Specialist with 10 year background in Customer Service. Core competencies include Attentiveness, Detail oriented and Conflict resolution as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
Excellent verbal, written and interpersonal skills
Complex problem solving
Side by side training
Attention to detail/accuracy
Judgment and decision making
Production and Processing
08/2010 to Current
Financial Crimes Specialist IIIWells Fargo – Homewood, AL
Reviews, verifies and/or identifies customer transactions to detect/prevent financial crimes activities, policy violations and suspicious situations in order to mitigate and/or recover losses.
Monitors moderate to complex account activity which requires research that may involve multiple transaction channels.
Uses a variety of sources for information, including online systems and tools/models.
May perform general account handling functions such as close account determination, holds, restraints, etc.
Document research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse.
May contact customers and/or vendors to validate transactions.
May maintain files, records, databases and prepare standard/routine management reports.
Prepares required documentation including Suspicious Activity Reports.
May identify control failures in bank processes, procedures, customer or team member decisions and then categorize losses and assign loss accountability.
Reviews more complex/unique situations with senior department staff.
Analyze merchant representments by identifying what classifies as compelling evidence per Visa's rules and regulations, confirming provided information with customers, responding accordingly to the merchant's dispute based on reviewed information.
05/2010 to 08/2010
Customer Service Representative Savela Solutions – Birmingham, AL
Started working with Savela in May 2010 with Wachovia temporary in Debit Card Fraud and then was Hired on Permanently 08/04/2010 with Wachovia.
02/2008 to 11/2009
Customer Assistant At&t – Birmingham, AL
Received between 60-100 inbound calls a day.
Provided excellent customer support in Internet Technical Support.
Assisted customers with registration, expediting orders, email creating, DSL physical line testing, modem/filter set-up.
Assist customers with email, browser, and modem troubleshooting.
Interact with other departments to resolve customer issues or provide additional services.
Answer customers' questions, and provide information on procedures or policies.
Check to ensure that appropriate changes were made to resolve customers' problems.
High School Diploma: Woodland Hills Christian Academy - Alexander, AR