Nichelle C. Bailey

302-***-****

ad3mnx@r.postjobfree.com

Career Objective To obtain a rewarding job that will enable me to utilize my 20 plus years of financial and customer service knowledge.

PROFESSIONAL EXPERIENCE

Bank of America, Newark DE

Credit Assistance Specialist II, Estate Recovery Unit 12/2014 – 8/2023

• Responsible for servicing inbound and outbound collections, customer servicing and other loss mitigation recoveries on Consumer Credit Cards and Business Lending Accounts

• Able to work with Courts, Executors, Attorneys and other third parties to recover balances on Estate claims filed by Bank of America

• Utilize strong analytical skills to ensure the proper resolution is provided

• Negotiate reduction of balances with right party contacts while staying within our compliance guidelines and procedures

• Maintain professionalism and working with management to achieve our overall team goal Senior Customer Service Representative, Estate Servicing Operations 3/2014 – 7/2014

• Performed required maintenance for deceased consumer credit cards and business cards

• Managed business requirements while displaying professionalism during sensitive customer concerns

• Actively searched for fraud claims for deceased accounts to minimize financial loss Customer Assistance Senior Collector II, Consumer Collections and Recovery 4/2010 – 3/2014

• Primary responsibilities included speaking with customers in an inward and outward call environment 30-180 days delinquent

• Acquired settlement verifying responsibilities to ensure Fair Debt Collection Practices Act (FDCPA) regulations were being met and risk and loan losses were being mitigated

• Reviewed daily strategy as well as short term and long term goals

• Worked with senior leadership to create an engaging and competitive work environment and was an active member of the ASET Team

• Maintained 100% flexibility; schedule, team, position, task and environment Discover Financial, New Castle DE 9/1998 – 7/2009

Senior Deposit Products Specialist

• Designated point of contact for inquiries received from the FDIC and Office of the State Bank Commissioner

• Was responsible for customer account management and market growth

• Ensured compliance with Federal Regulations on Deposit Product documentation

• Managed customer communication via internet, and hard copy correspondence

• Ensured wire transfers were confirmed and signed by Management

• Opened and processed new account applications such as Money Market, CD and IRA

• Coached new hires and assisted with training classes

• Responsible for researching and reviewing legal documents such as Death Certificates, Short Certificates, Estate Papers, Letters Testamentary and Trust Documents

• Researched and reviewed Account Agreements, Disclosures and Signature Cards EDUCATION

Wilmington University 2006

• Earning Bachelor’s Degree in Education

Goldey Beacom Training Center 1987

• Certificate Earned

Howard Career Center 1986

• Diploma

SKILLS

• Data Entry, Quality Assurance, Proofreading, Written Correspondence via Hard Copy and Email

• Excellent Verbal Skills, Coaching and Training

SYSTEM SKILLS

• Microsoft Word, Microsoft Excel, Microsoft Outlook, Lexis Nexis, FileNet, Internet COMMUNITY SERVICE

• Ronald McDonald House, Food Bank of Delaware, Meals on Wheels ACCOLADES

• Quality Awards

• Peer to Peer Recognition

• Wilmington University Academic Dean’s List Certificate of Honor, Summer/Fall 2006 REFERENCES

• Available upon request

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