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Sales Customer

Allen, Texas, United States
January 31, 2017

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Shauntae' Turner

**** ****** ******* **. *** ***

Dallas, TX 75287



Dallas, TX

June 2016-Present(Full-time)

Fraud Claims Analyst/Account Management Advisor


1. Communicate and interact with all parties of the claim, including the insured and the claimant.

2. Explain benefits, coverage, fault, and claims process verbally or in writing in compliance with regulatory and statutory requirements.

3. Achieve defined quota requirements.

4. Explain and educate clients, as well as, prospects about Brinks’ products and solutions. Identify cross-sell opportunities based on member’s needs and service requests.

5. Prospect daily via internet and phone efficiently. Coordinate with internal and external departments as required.

6. Work multiple claims at once and address inquiries in a timely manner, while working in a fast-paced environment.

7. Verify and interpret/resolve coverage by gathering necessary information to ensure policy applicability. Negotiate within settlement authority to resolve liability investigations for first and third party claims.

8. Organize and effectively execute all contracts and documentation for client setup and services. Evaluate and determine claim values upon receipt and assessment.

9. Input and update client information in internal databases as on happens basis.

10. Effectively communicate progress and concerns of potential and existing customers to sales on a daily basis.

11. Work closely with Collections, Charge backs, Disputes, and Accounting teams, as well as Compliance officers and all other internal teams to mitigate risk.

12. Knowledge of card processing, payment fraud prevention/detection techniques, and/or On-line Fraud Management.

13. Detail oriented with excellent research, organizational, and problem-solving skills; Strong analytic and problem solving skills.

14. Ability to manage multiple projects.

15. Excellent organizational, communication, presentation, and interpersonal skills; Excellent PC and technical proficiency in Microsoft Word, Excel, and PowerPoint.

16. Identify, analyze, and implement process improvement, and document business and workflow analysis.

17. Knowledge and understanding of Salesforce, BRD, FRD, Vanilla Soft, and Auto Dialer.

18. Proactively review servicers’ systems, notes, correspondence and communication with the borrower on identified high-risk and distressed loans to ensure proper handling.

19. Contact borrowers to assist in resolving complex issues, serve as an advocate for the customer to ensure both the issue and the borrower are being addressed appropriately and with timely and accurate information, and provide consolidated analytics and reporting to management.


Citi Bank

Dallas, TX

October 2015- June 2016 (Full-time)

Corporate Credit Analyst


1.Maintain and manage customer credit limits in SAP/ORACLE.

2.Monitor and review customer credit limits with the CFO, suggesting new limits where appropriate.

3.Serve as primary customer contact regarding credit limits.

4.Coordinate with Service and Parts Department to ensure compliance with credit limits.

5.Place customers on Cash on Delivery (COD) and communicate to all appropriate parties.

6.Set up payment arrangement options with customers for purchases over the credit limit.

7.Collaborates with the Collection Specialist on customer accounts.

8.Presents credit status report to Senior management.

9.Utilize credit reporting tools when applicable such as development of a score card system for customers.

10. Maintain and update finance information into Salesforce, Business Requirement Document (BRD) and Functional Requirement Document (FRD).

11. Assist as needed with various Accounting and Finance Department projects.

12. Effectively establish credibility and rapport with external and internal customers with a willingness to work collaboratively on solutions that will assist the customer but limit credit risk.

13. Knowledge of standard credit policies, procedures, work flows, and able to use problem solving skills to make sound judgment.

14. Knowledge of Peachtree, Macron, EDI, Fiserv/Checkfree, SAP, Salesforce, MS Outlook, Internet Explorer, Word, and Excel.

15. Document business and workflow analysis, and identify and document clearly assumptions.

Just Energy

Dallas, TX

Compliance Specialist

September 2015-October 2016 (Full-time)


1. Responsible for investigation and resolution of sales and contract related complaints including determining and communication compliance opportunities using variety of systems and resources and initiate protocols as necessary.

2. Identify non-compliance (trends and area of risks) and recommend objective solutions and action plans to correct and mitigate risk.

3. Communicate dispute resolutions with relevant internal and external stakeholders.

4. Provide regular feedback to applicable Energy Advisors, Regional Managers, and applicable stake holders.

5. Ensure both internal and external service levels agreements are met/or exceeded.

6. Escalate severe non-compliance issues, issue that require intervention and/or present potential risk via escalation process.

7. Ensure pending issues receive proper follow-up and that they are completed within defined time frames.

8. Identify harmful factors including the associated causes and implement solutions that, when effective, and with consensus of the group, prevent recurrence with reasonable certainty.

9. Ensure effectiveness by observing the implemented recommendation solutions.

10. Travel to various sales offices to conduct professional compliance presentations, communicate areas of opportunity, in-field shadowing, role play and train sales office management on availability of compliance tools.

11. Submit monthly compliance report cards/observations outlining observations and improvement plans.

12. Work closely with Compliance Investigation Specialist to apply best practices proactively.

13. Oversee proper completion of improvement plans.

Citi Bank

Dallas, TX

October 2014- October 2015 (Full-time)

Credit Risk Associate


1. Implement yearly changes to the dispute process when guidance from the CDIA has been received.

2. Research and respond to credit reporting related questions with timely and accurate execution.

3. Review data for various reporting areas to ensure accuracy.

4. Facilitate periodic meetings with related servicing areas to review process deficiencies and propose solutions.

5. Collaborate with upstream and downstream internal business partners to advocate for sufficient internal controls.

6. Ensure that all activities are performed in accordance with regulatory guidelines.

7. Assist with efforts to gather necessary documentation for periodic audits and reviews.

8. Detail oriented to avoid errors in a highly-regulated environment with the ability to drive results.

9. Ability to independently deliver work within communicated time lines, while working independently to prioritize work and complete all control tasks during each reporting cycle.

10. Familiar with Business Risk Office (BRO), Monitoring & Testing (M&T) Reporting Business Requirement Document (BRD), Functional Requirement Document (FRD), Accuracy, Vantiv, Fiserv/Checkfree and Testing Results which are used to evaluate the quality of data reported out and updates made to the data by the disputes team.

11. Provide coaching/feedback in a constructive manner, by being a leader among peers while making effective decisions on behalf of the customer, company, and fellow associates.

Wells Fargo Bank, N.A.

Rochester, MN

August 2013-October 2014 (Full-time)

Phone Banker Fraud Claims Supervisor II


1. Maintain and manage well-developed professional knowledge of entire products and services line offered.

2. Investigate customer's problems and find solutions.

3. Communicate with customers via phone, email, or letter.

4. Hire, train, and terminate customer service agents.

5. Handle major incidents that cannot be resolved by agents.

6. Resolve complaints and order issues.

7. Head responsibility to update and request support for further development requirements.

8. Initiate sales plus cross-sell complete banking services range to present prospective customers.

9. Ensure to demonstrate all sound judgment for decision making complying with set guidelines and methods.

10. Attain minimum sales performance standards by active involvement in entire product marketing campaigns, referral programs and sales development activities.

11. Attain branch and individual sales goals through promoting as well as cross-selling bank products.

12. Participate in sales activities and process of Retail Department in disciplined, steady manner.

13. Ensure phone banking activities inclusive of but not restricted to direct mail, telemarketing, cross-selling of bank services and products.

14. Conduct referrals, role playing and prospecting along with attain or exceed weekly sales activities and volume.

15. Support bank-broad training efforts to improve staff knowledge as well as continuously enhance referral results and cross-selling.

16. Complete loan process by closing through working within fairly standardized processes and utilize standard rates as defined by bank.

17. Assist customer satisfaction and retention through successfully researching and resolve customer issues as well as inquiries.

18. Ensure to consistently acquire or exceed sales goals established by management.

19. Participate actively in entire product marketing campaigns, referral programs and sales development activities.

20. Perform for sure all duties along with responsibilities complying with set procedures and regulations.

Wells Fargo Bank, N.A.

Rochester, MN

October 2012- August 2014 (Full-time)

Resolution/ Fraud Claims Specialist Supervisor


1. Respond to incoming cases of client services department as backup during peak times.

2. Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development.

3. Conduct extensive troubleshooting of back-end databases and identify root cause of data issues.

4. Engineer and investigate both platform and product issues.

5. Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures.

6. Direct clients through issue resolution including customer meetings, status reports and updates.

7. Identify, propose and enforce escalation process improvements.

8. Adapt response and extensive research as per customer response.

9. Record all customer contacts and activities in CRM system.

10. Update and manage current working knowledge of IPRO Tech Inc. products and technology.

11. Conduct software testing for performance, configuration and functions.

12. Identify, analyze and write problems with program function, output, online screen and content.

13. Develop software defect reports and maintain logged defects in respective database.

14. Provide contributions to central escalation knowledge base.

15. Identify support tools gaps, enhance needs and propose solutions.

Eastwood Bank

Rochester, MN

August 2010- March 2012 (Full-time)

Collections Specialist Supervisor


1. Mitigating losses by collecting on the highest degree of designated high risk delinquent accounts.

2. Locate customers and collateral through advanced skip trace techniques.

3. Maintain good customer relations with borrowers and effectively solves problems in an effort to resolve account delinquency and prevent losses.

4. Ensure proper vendor and expense management in an effort to achieve company goals.

5. Properly assigns accounts to locate the customer and/or collateral by performing advanced loss prevention activities (i.e. basic and advanced skip tracing with the use of internal and external resources including business partners and interpersonal skills).

6. Negotiate account resolution, accurately input and document all actions within the collections system on an as happen basis.

7. Serve as a subject matter expert and provide training and development to leads.

8. Support other queues within the department to facilitate teamwork.

9. Ensure proper vendor and expense management.

10. Monitors and measures performance of third party repossession agents and other outside vendors to ensure company goals are achieved in the most cost effective manner.

11. Ensure all company policies and procedures are adhered to.

12. Alert management of potential risk exposure.

13. Experience with Auto Dialer.

Eastwood Bank

Rochester, MN

May 2010- August 2012 (Full-time)

Resolution/Recovery Analyst II


1. Answering all incoming Recovery/ Bankruptcy calls.

2. Resolving basic inquiries and transferring other calls to functional specialists.

3. Working on various systems to enter and update account statuses.

4. Working with vendors on the phone to resolve basic account issues or providing additional information, updating various excel based reports, handling mail and making basic analytical decisions in regards to account routing based on capacity plans and performance criteria.

5. Research and process notification of bankruptcy filings received for our customers and to ensure compliance with bankruptcy law upon notification.

6. Responsible for entry of all bankruptcy information in system, routing necessary documents to appropriate individuals for special account handling.

7. Responsible for identifying and comprehending various bankruptcy correspondences and legal notices and routing them accordingly.

8. Answer inbound Recovery& Bankruptcy calls from Customers (Maintain inbound abandon rate of under 4%)

9. Work with vendors on the phone to resolve basic account issues or provide additional information.

10. General Bankruptcy account support including: Update account statuses on systems; Identify & distribute bankruptcy correspondence, research/ process Bankruptcy notifications & filings to ensure compliance with bankruptcy law; Communicate bankruptcy filing to Re-marketing and any outside vendor as needed.

11. Assist Vendor Management to reassign deficiency accounts to next placements and respond to 3rd party vendor's media requests & Create all service request for new impound notices.

12. Processing dealer reserve accounts, search for updated address for returned items, review and route newly charge off accounts, process Early Term lease invoices, monitor charge off sales, and review/update various; Handle credit bureau disputes and updates electronically.


Normandale Community College/ Bloomington, MN

Communications (Bachelors' Degree)/Graduated

Kaplan College/Dallas, TX

Nursing (Associates' Degrees)/Graduated

West Coast University/ Dallas, TX

Nursing (Bachelor’s Degree)/In Progress

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