Schrazez V. Baskfield

**** ****** ******, *** ****

Glen Allen, VA 23060

804-***-****

ad3yci@r.postjobfree.com

Skills:

●Self-starter that works effectively with minimal supervision and self-motivated

●Ability to multitask, work independently and with a team

●Advanced research and analytical skills, problem solving skills and detail oriented

●Excellent oral and written communication skills and follow-up skills,

electronic correspondence

●PC proficiency MS Office Suite; 10-key, 43 wpm 100% accuracy, Windows Operating Systems

●Advanced data entry skills

●Excellent phone etiquette and listening skills

●Utilized and navigated multiple systems simultaneously

●CRM and CSR qualified

●BSA/AML/GLBA Reg. P/Reg. E/Reg. Z/KYC/Due Diligence trained

Education:

Virginia State University

Bachelor of Science Degree in Biology

Experience:

Internal Revenue Service

Wage and Investment - Account Management Contact Representative

07/2023-Present

Used sophisticated interviewing techniques, reviewed individual circumstances and goals, to advises on the most advantageous ways to meet tax obligations.

Elicited sensitive, personal and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements.

Makes determinations and uses sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.

Develops, analyzes and evaluates information involving the research of records and the nature of each inquiry including the way it was presented in order to inform and advise, answer inquiries, or resolve problems related to the unique circumstances of each individual or fulfill regulatory requirements.

Explains what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases involving: varied sources of income, including self-employment, itemized personal and business expense deductions, or carryover/carry back of capital losses and investment credit from prior years, or comparable issues requiring reference to the tax code and precedents.

Remote Customer Service Representative-Temporary

Navient BPO

Glen Allen, VA 23060

02/2023 – 04/2023

High-volume call center experienced

Detailed-oriented with close attention to program compliance requirements, record keeping guidelines and filing closeout

Provided sufficient information to enable consumers to determine the required or most appropriate actions to take to obtain benefits or privileges for USAC eligibility

Complied with reporting and disclosure requirements

Used analytical skills to interpret and evaluate information

Performed reading, writing and speaking English

Thrived in a fast-paced work environment

Strong customer service skills and knowledge of customer service best practices

Maintained confidentiality of program information

Proficient with Microsoft Word, Excel, Outlook, and Internet

Fraud Operations Senior Specialist/Hybrid

Citizens Bank N.A.

Glen Allen, VA

06/2022-10/2022

●Analytical review of data and/or documentation which included client account data, high risk transactional activity, AML and KYC

●Filed claim/dispute mitigating losses and monitored transactions for risk tolerance

●Managed competing priorities in an accurate and timely manner

●Responded to inbound calls from internal and external clients via Contact Center and/or Branch locations; collected, reviewed, responded and analyzed data and/or documentation to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast-paced environment. Required the usage of applications for various methods, procedures, and knowledge of the business unit’s product(s) and system application, i.e. Fico Falcon, VSRP and Mastercard

Wells Fargo Bank N.A.

Glen Allen, VA

Business Technical Service Specialist 1

03/2021-01/2022

● Troubleshooting Financial Management Software (FMS) Quicken and QuickBooks

● Troubleshooting RSA SecurID Servicing devices

● Aided with connectivity issues for online accounts

● Assist with hardware platform (MAC/PC) or software operating system issues as it pertains to online connectivity

●Setup/cancellation access to Third Party Digital payment options supported through Digital wallets on Android, iOS and Fitbit

●Utilized and navigated multiple systems simultaneously

●Strong organizational, multitasking and prioritizing skills

Wells Fargo Clearing Services, LLC

Glen Allen, VA

Securities Operations Service Specialist 3

08/2018 – 03/2021

●Strong attention to detail and accuracy skills

●Microsoft Office proficiency

●Navigated multiple computer systems, software, utilized search tools for product information and processing procedures

●Excellent verbal, written and interpersonal communication skills

●Effective organizational, multitasking and prioritizing skills

●Worked independently, proactively, innovatively and creatively while exercising sound judgment

●Strong math skills

●2+ years brokerage operations experience

●Experience collecting, recording, analyzing and processing information or data

●Worked effectively in a team environment, as well as independently

●Outstanding problem solving and decision-making skills

●Strong data entry and attention to detail skills

●Call center experienced

●Knowledge and understanding of financial document processing in a corporate environment

Wells Fargo Bank N.A.

Glen Allen, VA

Inbound Sales Specialist 1 (LO)

04/2017 – 08/2018

●Quickly responded to client’s inquiries in a friendly and courteous manner

●Provided first call resolution, while following strict procedures that meet compliance guidelines

●Identified and offered clients products and services needed and wanted to succeed financially

●Effectively listened and elicited information

●Addressed and resolved complex client issues

●Excellent verbal, written and interpersonal communication skills

●Microsoft Office skilled

●Navigated multiple computer systems, software and utilize search tools/intranet to reference policy, procedures and regulations

●Troubleshooting computer issues and OLB

●Knowledge and understanding of financial products and services

●CRM and CSR trained

Wells Fargo Bank N.A.

Glen Allen, VA

Phone Banker 1 & 2 (National Business Banking Center)

02/2016-04/2017

●Answered high value client inquiries utilizing phone etiquette

●Provided first call resolution following strict policy and procedures that satisfied compliance guidelines

●Identified and offered Small Business/Consumer client’s products/services that meet business/personal financial needs to be financially successful

●Navigated multiple computer systems, software and utilized company intranet access to search policy, procedures and federal regulations ensuring compliance

●Microsoft Office skilled

●Excellent verbal, written and interpersonal communication skills

●Online banking troubleshooting skilled

●Serviced and performed maintenance for Credit Cards, Commercial Loans and Demand Deposit account

●BSA, AML, KYC and Customer Due Diligence trained

Bank of America N.A.

Henrico, VA

Senior Customer Service Representative/Wire Transfer Inquires

02/2015-11/2015

•Handled complex escalated client calls

•Respond to internal inquiries via faxes, instant messages and emails

•Extensive knowledge of the organization's products and services for electronic funds transfers (EFT)

•Advanced problem-solving skills and cross selling or up selling other financial products

Bank of America N.A.

Henrico, VA

Lead Operations Representative/Wire Transfer Electronic Payments

01/2014-02/2015

•Demonstrated leadership qualities in the processing of wire transactions in multiple internal operating systems

•Maintained internal operational and financial controls to ensure they met bank standards and compliance

•Responsible for basic level reporting, customer service support, reconciling, statement rendering

Bank of America N.A.

Henrico, VA

Customer Relationship Manager I/ Legacy Assets Services

06/2012-01/2014

•Cultivated and maintained on-going customer relationships

•Managed a portfolio of delinquent FHA loans

•Worked with loan modification and disposition specialists to determine solutions that would cure the account in a timely manner

•Presented and educated clients with options for Repayment plans, Special Forbearance, Modifications, Short Sale, or Foreclosure

•Responded to clients, investors and other 3rd party inquiries, researched, prepared, and/or procured FHA loan modification documents, analyzing requests in accordance with FHA guidelines and determining appropriate course of action

•Was designated teams SME (Subject Matter Expert), assisted Team Manager with training

Bank of America N.A.

Henrico, VA

Mortgage Servicing Specialist II/Existing Customer Credit (HELOC)

01/2012-06/2012

•Supported servicing of mortgage loans/home equity lines of credit

•Worked defaulted and/or non-defaulted loans

•Processed routine transactions, documented loan history; responded to customers, investors, 3rd party inquiries, researched and/or prepared documents, analyzed requests in accordance with established guidelines to determine appropriate course of action

•Handled more complex levels of transactions with limited supervision to complete daily tasks and duties

•Working knowledge of the business SLA and general office skills

Bank of America N.A.

Henrico, VA

Customer Service & Sales Specialist II/Deposit Services

12/2011-01/2012

•Provided solutions for moderate, complex or escalate issue provided seamless delivery of service, sales and/or fulfillment request via inbound calls, text messages and emails in a contact center environment

•Knowledge of multiple products to deepen or retain relationships through services and sales

•Performed account-related transactions and maintenance

•Problem solving and investigation to resolve a wide variety of issues by gathering additional information, setting expectations and working with support organizations to fulfill client’s requests

•Routed and maintained outstanding service requests providing follow up to insure successful resolution of client’s request

•CRM trained

Bank of America N.A.

Henrico, VA

Customer Service & Sales Specialist I/Deposit Services

02/2010-12/2011

•Inbound Call Center services and sales

•Knowledge of multiple products to retain and deepen relationships

•Operations across various lines of business

•Walked clients through online banking registration

•CRM trained

Bank of America N.A.

Henrico, VA

Collections Account Manager I/Credit Card Services

07/2008-02/2010

●Inbound/Outbound contact center for clients experiencing financial stress

●Analysis of client’s situation to determine appropriate programs for improvement of financial situation

●Loss mitigation focused

●Outbound contact to clients showing high risk behaviors for education on the status of the account and offer eligible options to cure delinquent status

Capital One Financial Corp

Glen Allen, VA

03/1998-07/2007

Fraud Investigations, Customer Care Manager, Account Manager and Resource Management

● Call Center responsibilities in fast paced environment and time sensitive account maintenance

● Fraud Investigative analysis of accounts post booking for possible identity theft, fraudulent detection of activities; via phone, correspondence with outside agencies (Credit Bureaus, Financial Institutions and Social Security Administration) to reduce risk and mitigation losses

● Risk Management for the escalation que, resolution oriented with focus on account retention

● Corresponding via the Internet to clients’ inquiries regarding products, rewards, internet services and account related issues

●Internal temp/floater for varies lines of businesses that included data entry, embossing, statement rendering, payment processing, clerical functions i.e. general ledger, reconciliation and administrative assistant

United States Army

Fort Hood, TX

Frankfurt, DE

Mobile Subscriber Equipment Transmission System Operator

10/1989-10/1997

•Responsible for installing, operating, supervising and performing unit level maintenance on line-of-sight multichannel radio terminals, radio access units, communications security (COMSEC) devices, multiplexing equipment and antenna systems

•Field/combat medics, provide frontline trauma and medical care to deployed

•Military Courier sorting, delivery and collection of confidential military documents

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