Experience

Faire

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Recovery Associate

  • May 2022 - Present



Bank of America

• United States
• Banking
• 700 & Above Employee

• Quality Analyst

  • Oct 2016 - May 2022

  -Review recorded interactions between employees and customers within Collections, Mortgage, Estates and Recovery department-Ensure employees maintain professionalism, execute quality customer service, and adhere to company standards and regulations-Assist in training of new hires by demonstrating tools and systems pertinent to job success -Provide constructive feedback to employees through written communication-Identify quality trends from audio recordings and escalate concerns to manger for review-Assist with project testing of new system and enhancement of current systems-Collaborate and assist colleagues as needed Show less

• Senior Fraud Analyst

  • Sep 2015 - Oct 2016

  -Used customer data system to accounts for the prevention and detection of possible fraud-Researched and resolved fraudulent activity and provided service support-Assed risk level and made appropriate decisions keeping the risk of the customer and the bank in the forefront-Serviced customers via telecommunications by researching transaction characteristics-Assisted peers with questions and documentation to ensure viable solutions to mitigate loss and risk

• Senior Credit Assistance Specialist

  • Jan 2012 - Sep 2015

  -Served as a subject matter expert for consumer and business accounts-Verified accurate amounts and timeframes for account settlements-Implemented programs and policies to comply with directives established by senior leadership-Conducted due diligence on delinquent accounts, included but not limited to phone calls, skip-tracing, repayment agreements, monitoring bankruptcy proceedings and coordinating efforts with collection agencies-Received high awards for exceeding team expectations-Educate and enroll customers on viable options for debt reconciliation Show less