Kaneshia Kelly

*** ********** ** ********, *******, 35023 205-***-**** ad04bp@r.postjobfree.com

Summary

Banking Regulations Expert, with more than ten years of experience with Regulation E. Providing excellent customer service while utilizing the ability to uncover client needs, process fraud questionnaires, de-escalate situations, file reg-e debit card, atm, ach,disputes, identify fraud trends, credit accounts, reverse fees, and process chargebacks in a fast past environment.

Education

Bachelor of Science December 2007 Miles College

·Major: Criminal Justice

·Minor: Business Management

Skills & Abilities

Management

·Ability to multitask

·Advanced ten key skill approximately (18000) keystrokes per/hr

·Advanced computer skills (Microsoft Office, ( Word, Excell, Power Point, and Outlook)

·Analytical Thinker

·Ability to cross sale financial products

·Communicates effectively both written and verbally

·Creates both short and long term goals

·Credited and debited money to customer accounts

·Card industry chargeback experience

·Cross trained in Collections

·Excellent Customer Service Skill

·Extensive knowledge of Regulations A,B, C, D, E, F and G

·Extreme knowledge of file mapping detail (csv, nacha, excell spreadsheet, BAI, text)etc

·Extensive knowledge of Banking Law and Terminology ex. (Bank Secrecy Act (BSA)/ Anti- Money Laundering (AML) etc

·Extensive knowledge of investigative computer software programs; (Lexus Nexus, Tsys, 41st, C.L.E.A.R, Real Time, etc.)

·Extensive knowledge of Access Data Bases (SQL, Mainframe, Excell, Webex, Oneview, One Pass, Data Miner) etc.

·Pays attention to detail

·More thans 10 years Regulations E experience

·More than 10 years Disputes Experience

·19 years financial institution/banking experience

·10 years plus data management skills

·5 years plus project management skills

·10 years plus customer service skills

·Type approximately 55 wpm

·Processes financial claims with specified quota’s

·NMLS Licensed #2101469

Experience

Treasury Management Digital Migration Specialist Vericast June 2023- Present

• Effectively & efficiently manages the conversion of assigned business clients

from legacy platform to new, target platform.

• Mostly small business and less complex business clients (Tier 3) and lower end

of Tier 2

• Leads training session(s) over electronic means with client on the phone

utilizing Skype for business (or equivalent) tool

• Consults with Clients and Customers to identify additional needs related to the

products or services

• Recommends/trains appropriate products, services, or solutions

• Works on assigned client programs

• Performs duties in a courteous, efficient, and professional manner

• Meets/Exceeds Company and client goals for levels of performance

• Responsible for inbound or outbound call segment based on individual

assignment.

• Ensure security and privacy of customer/client information

• Provide education and support regarding products and services

• Probes to identify client/customer needs and offer appropriate products,

services, and solutions

• Utilizes available resources appropriately to accurately service

clients/customers

• Ensures appropriate follow-through steps are completed for each call

• Maintains complete and accurate records of all call activity as required

• Maintains a professional appearance and a quality work environment that

adheres to all safety and security policies

• Monitors individual performance tracking data and provides input for

Individual Development Plans

• May be assigned additional tasks, projects, special assignments / team roles on

a rotating basis at the discretion of Leader

• Assists peers with policy and procedural questions

• Successfully completes initial new Digital Conversion Professional training

program and completes all required learning and ongoing training

• Works within a team environment supporting both team objectives and overall

company objectives

• Provides a basic level of customer support, but escalates more advanced

problems to a level II, level III or their leader

Branch Banker (Designated Mortgage Loan Officer)(DMLO) PNC Bank Formerly (BBVA) January 2020- June 2023

●Assist customers with account inquiries, closures, collections, returns and ensure all customer maintenance and issues are resolved in a timely manner with daily follow-up.

●Conduct both inbound and outbound sales calls using bank-generated customer and prospect lists/ portfolio and identify opportunities to maximize each customer relationship and ensure primary use of banking services.

●Proactively collaborate with partners in Wealth Management and Commercial Banking to find and refer new business opportunities based on customer segmentation criteria to ensure customers receive the proper level of service through the correct line of business.

●Generate new accounts, cross-sell and refer bank products and services while adhering to bank policies and guidelines as well as federal and state regulations.

●Uncover sales and service opportunities to achieve personal sales goals through direct selling and referral of Mortgage loans, small business loans and investment products and services.

●Implements strict in branch opening and closing procedure

●Utilizes extensive knowledge of Regulations A-G

●Support branch profitability by exceeding all personal sales goals as determined by Product quota

●Process ( Regulation E) Debit Card, ATM, ACH,disputes with clients in branch and via phone

●Process fraud questionnaires with clients

●Documenting cases in SalesForce for clients

Sales Service Advisor (SSA)/ Universal Banker l BBVA Compass (Now PNC BANK) l April 23, 2018- January 25, 2020

●Functions as Hybrid Branch Associate During Peak Hours and Financial Sales Advisor focusing on sales during non-peak hours

●Scheduling and conducting appointments for multiple colleagues (Financial Advisors (FA)

●Selling bank products and services both inside and outside branch

●Conducts teller transactions during peak hours to ensure great customer service

●Manages lobby in branch

●Consistently maintains a customer portfolio

●Conducts client interviews

●Opens New Client/ Business Accounts (loans, Checking, Savings, Money Market, CD, Credit Cards etc)

●Implements strict in branch opening and closing procedure

●Process ( Regulation E) Debit Card, ATM, ACH,disputes with clients in branch and via phone

contracted Consultant/ Conversion Specialist/Trainer RWC Group/Regions Bank Aug 21 2017- March 21, 2018

●Ensure a smooth conversion for Regions Bank’s top 15 percent commercial customers from old iTreasury to the new iTreasury platform app

●Detail file mapping to ensure proper file migration

●Consulting With Treasury Management Officer to Collect Client Data

●Guide clients on extracts and reports, payment management, payroll templates, ach and wire transfers, balance and transaction reporting, wire reporting, file mapping, file importing and exporting, alerts, template migration etc. required from Old iTreasury System

●Create mappings Details to Properly import templates To The New iTreasury

●Work with various types of data formats such as Excel spreadsheets, .csv files, Access databases as well as extracts from SQL Server or other relational databases.

●Manages a portfolio of clients to effectively meet migration deadlines for successful conversion.

●Communicate with clients to scope, develop, test and implement conversion

●Effectively communicate with Implementation Managers to keep project on target

●Measure and monitor individual conversion performance and results including length of conversion to ensure client satisfaction with conversion services

●Ensure client's data is converted accurately and within deadlines established by implementation manager.

contracted fraud investigator protech solutions inc. feb. 04, 2016- feb. 04, 2017

·Reviewing and determining bank liability on fraud claims for credit, debit card, online origination (various channels), ACH, Signature Express Loan, and Wire Fraud, HELOC/SLOC and branch CC application fraud.

·Monitors and investigates fraudulent debit and credit card transactions, online origination applications, ach, wire case and online origination (various channels) as well as HELOC/SLOC and branch CC applications.

·Prevent losses and protects any and all bank assets by meticulously reviewing all account relationships related to system alerts through appropriate channels.

·Communicates any necessary information to law enforcement agencies and other financial institutions as needed in order to aid in the prosecution of cases.

·Creates investigative case files, notes losses or recoveries to Bank.

·Pays or deny claims as appropriate.

·Processes charge backs and credit card recoveries as received.

·Notifies customer of case decision.

·Maintains documentation of claims within case files.

·Daily review of all accounts to verify if Suspicious Activity Report is necessary or any referrals to other agencies or departments including BSA and Investigations

·Manages extreme call volume (incoming and outgoing)

·Updates travelers box for customer traveling to avoid card transaction service interruption.

·Prepares instructions for recalls on ach via Pep+ and wires via Swift systems

·Prepares Hold Harmless Agreements to recover any funds send fraudulently.

·Works to restrict accounts in effort to prevent any funds from leaving account/bank if fraudulently initiated.

Financial Crime Specialist wells Fargo April 2012- Nov. 2015

·Communicating effectively with customers

·Determine eligibility for processing of Fraud and Non-Fraud debit card claims, ACH and Check Fraud claims, and ATM debit card claims

·Interviewing customers following protocol to complete an extensive fraud questionnaire

·Processing affidavits and customer electronic statements

·Utilizing extensive banking knowledge of Regulations E

·determining chargeback eligibility

·Reviewing customer transactions to detect potential fraud and taking the appropriate action.

·Identifying potential fraud trends and communicating effectively with team and management

·Contacting customers and vendors to verify legitimate transactions and/or information

· Maintaining customer follow-ups within specified timeframes

·Receiving inbound calls regarding fraud and dispute related issues.

·Assisted with ongoing production and workflow improvement efforts and participating in small projects.

· Processing claims work

· Met specific deadlines, in a fast paced environment.

·Pays or deny claims.

·Returns money taking fraudulently back to the necessary account.

·Utilized computer programs, and software; Microsoft Office (Excell, Outlook, Power Point, Word),

·Internet Explorer, Cedars, Hogan, Alcott, VDPS, V-Rol, DAT, MARS, Etran, and FDR.

Paralegal/Legal clerk internship the law offices of dawson and associates August 2006- June 2007

·accompanying either Attorney to court proceedings

·Briefing court cases

·finding discovery

·counseling clients

·attending deposition hearings

·notification of upcoming court proceedings via email.

items processor regions June 2005- april 2012

·processing work in a fast paced environment

·encoding documents in a timely manner to ensure great quality and accuracy of customer account balances..

·Cross-trained in balancing, adjustments.

items processor colonial bank August 1999- June 2005

·processing work in a fast paced environment

·encoding documents in a timely manner to ensure great quality and accuracy of customer account balances.

·Crossed trained on check 21 program and lockbox

·Preparing items from commercial business accounts for imaging processing

Amsouth Wholesale Lockbox Clerk December 1997-August 1999

·Sorting and preparing items from commercial business accounts for image processing

·Keying items items at a fast pace using image processing tools, and 10key programs

References

. Reshunda Bowie (Director of Financial Services @ Viva Health ) ad04bp@r.postjobfree.com 205-***-****

. Kewana Stanton (Director of Children Services @ Wee Willies Academy)@ad04bp@r.postjobfree.com

205-***-****

. Brandi Speigner Feagins ( Home Preservation Specialist 2 @ Wells Fargo)

ad04bp@r.postjobfree.com 205-***-****

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