To obtain a position enabling me to use my experience and skills to exceed business objectives while expanding my education in management and leadership within different lines of business .Ambitious banking professional extensively trained in bank leadership, fraud awareness and teller operations. Motivated Bank Manager passionate about providing excellent customer service and exceeded expectations. Accomplished associate who consistently exceeds department metrics and goals, while providing the utmost care in client relations.
Proficient in MS Office
Treasury Services Advisor, 10/2016 to Current Bank of America – Concord, CA
Advisor of service and/or implementation processes and activities for the CashPro Online Products Responsible for building and managing client and business partner relationships Provide ongoing detailed instructional support and follow-up to existing client issues and potential system issues Provide clients with clear walkthroughs or trouble shooting assistance with a first call resolution Provide day-to-day account servicing and resolution of routine to moderately complex inquiries and operational requests for accounts and clients Identify, resolve, and discover root causes through research and analysis Understand end-to-end process for sales, service and fulfillment Interact continuously and deepen relationships with internal business partners as well as clients to further enhance overall client delight.
Claims Analyst II, 04/2014 to 10/2016 Bank of America – Phoenix, AZ
Responsible for clearing Suspense and Representment fraud general ledgers to ensure the account balance within specified SLAs Review customer accounts for any over debit/credit received, remediate any accounting opportunities that exist Ensure any accounting errors for ATM Debit claims are completed within timely manner Ensuring we are within compliance and Regulation for all claims with existing accounting opportunities Responsible for processing adjustments necessary for Customer Impact and Over Credit/Under Credit Reports.
Assist iClaims support for MCO (Merchant Credit Overage) function.
Claims Analyst II, 02/2013 to 04/2014 Bank of America – Back Office- Representments
Responsible for challenging customers when merchants provide compelling evidence of customer involvement Process accounting when credits have been duplicated Process merchant representments to determine if recovery rights exist Responsible for day-to-day resolution of complex problems and execution of transactions for ATM Representments, including research Ensuring we are within compliance or Regulation E for all claims worked Proficient in systems knowledge including
Claims Analyst II, 04/2011 to 02/2013 Bank of America
Acting Subject Manner Expert for the Maintenance Prep team in Consumer Credit Fraud Claims Maintain incoming claim balances ensuring all maintenance is completed under Regulation Z Thorough knowledge of the Maintenance process and procedures with ability to identify and implement process improvement Maintenance SME, Accelerate associate job mastery by answering questions and providing on-going coaching Introduce procedural updates to team members providing handouts, answering questions, ensuring cohesiveness Provided account Quality Audits for new hires to the Maintenance Prep process Provided account Quality Audits for iClaims (Hyderabad) new hire associates Responsible for determining if a SAR (Suspicious Activity Report) needs to be filed Perform defect analysis to determine root case for SARs filed over 30 days Complete detailed analysis to identify trends and communicate my findings to leadership team to assist in identifying new risk strategies or break/fix issues.
Sr. Fraud Initiation Analyst, 10/2009 to 04/2010 Bank of America
Sr. Fraud Analyst, 08/2010 to 04/2011 Bank of America
Provide efficient support to internal and external customers regarding identity theft claims Considered a subject matter in all Fraud types, i.e.
Identity Theft and Transactional Fraud Responsible for coaching and assisting Fraud Analyst I and II to assess levels of risk & fraud type Dedicated liaison of all lines of businesses within the bank for ID theft Prioritize identity theft cases & claims consistently to maintain high claims production.
Fraud Operations Coach, 03/2010 to 08/2010 Bank of America
Trained and developed teams of new hire associates on company policies, procedures and best practices.
Mentored 15-20 associates with their development goals.
Supported the department as on point leader in Manager's absence.
Provided support to all front line associates within Credit Fraud operations.
Senior Fraud Analyst, 08/2008 to 10/2009 Bank of America
Served as acting manager in Manager's absence Assist management with completion of daily tasks Provided ongoing training/coaching to associates and new hires Actively participated in mentoring sessions with team associates Handled high volume of inbound and outbound calls, including escalated account matters.
B.A: Business Administration, 2011 Benedictine College - Atchison, KS
ASSET/ Boast Team- Reward and Recognition
*Consumer Fraud New Hire Mentor Certified- Completed training in:
VAU Outstanding AHT- November, December 2009, January, February 2010, September, October, November, December 2010, March 2011 VAU Amazing Claims- December 2009, March 2010 VAU Esteemed Recognition- December 2010, March 2011 Certificate of Achievement- Outstanding Coaching and Development Consumer Fraud Claims, Perfect Quality Score : Debit I Rock award- December 2013, April 2015, January 2016, March 2016
*Be the Best award- January 2016
B.A : Business Administration , 2011 ASSET/ Boast Team- Reward and Recognition
*Consumer Fraud New Hire Mentor Certified- Completed training in : VAU Outstanding AHT- November, December 2009, January, February 2010, September, October, November, December 2010, March 2011 VAU Amazing Claims- December 2009, March 2010 VAU Esteemed Recognition- December 2010, March 2011 Certificate of Achievement- Outstanding Coaching and Development Consumer Fraud Claims, Perfect Quality Score :
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