TERESA ANN REYNOLDS

804-***-**** adu3tg@r.postjobfree.com

OBJECTIVE

Fraud and customer service specialist with decades of consumer banking experience with the goal of

collaborating with teams to deliver top results, increased probability, lowered risk and higher customer

satisfaction and retention.

PROFESSIONAL EXPERIENCE

CAPITAL ONE, Glen Allen, Virginia

Estates Credit Card, Senior Coordinator October 2017 - August

2022

e Specialized department dealing with accounts of deceased card holders.

e Counseled ~35 customers daily on complex individualized account management.

Fraud Account Manager - Tier 2 Escalations, Senior Coordinator July 2016 - October 2017

e Mitigated regulatory and corporate complaints through rigorous fraud analysis and KYC tactics

serving as last line of defense; Empowered to reverse and rectify decisions of fraud investigations.

e Deescalated an average 20 existing customers daily for Inbound Tier 2 credit card fraud grievances.

e Identify, analyze and provide proactive feedback to management regarding fraud trends and areas

of opportunity for process improvement.

FRAUD RECOVERY ROLES October 2013 - July 2016

Small Business Fraud Coordinator

COFI (Charged off claims)

High Value Coordinator

SUNTRUST BANK (Truist) & VILLAGE BANK, Richmond, Virginia January 2008 - October 2013

Personal Relationship Banker

e Award Recipient: #2 Relationship Banker out of ~5,000 Suntrust Bankers

e Built and retained ~200 customers’ loyalty and trust through account and loan management

TRAVELERS INSURANCE COMPANY, Richmond, Virginia August 1999 - January 2008

Property Claims Adjuster/Fraud Investigator

e Investigated thousands of homeowner claims resulting in lower risk and higher probability;

Attended court proceedings and depositions for prosecuted fraud claims.

WACHOVIA, CENTRAL FIDELITY BANK, INVESTORS SAVINGS BANK, (WELLS FARGO) 1999-1984

e Promoted to many Consumer Branch Banker roles through four different mergers resulting in

Wells Fargo.

EDUCATION

Virginia Commonwealth University, Richmond, Virginia (Business/Non-Degree Seeking)

Averett University, Danville, Virginia (Business/Non-Degree Seeking)

COMMUNITY INVOLVEMENT

James River High School Band Board Member, Midlothian, Virginia

Midlothian Ruritan Member, Midlothian, Virginia

City Food Bank, Volunteer, Richmond, Virginia

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