Protection Specialist Call Center

Malachi McQuien

Concord, NC *****

704-***-**** advfpd@r.postjobfree.com

AREAS OF STRENGTH AND EXPERTISE

Customer Service Training & Leadership Team oriented

Regulatory & Policy Compliance Conflict Resolution Multitasking

Strong analytical skills Advanced Microsoft Office skill Organization

Detail Oriented Proficient PC and typing skills Financial Services

Professional Experience

Wells Fargo, Charlotte, NC

Financial Crimes Specialist III March 2019 to Present

•Document research findings and actions on cases for possible referrals for Unusual Activity Reports (UAR), Identity Theft Operations (ITO), Suspected Financial Abuse, Account takeovers referrals (ATO).

•Coach as Subject Matter Expert in fraud field teaching new hires role of a Financial Crimes Specialist.

•Mentor team members on improving department level metrics to achieve department and team goals.

•Monitor moderate to complex account activity, which requires research that may involve multiple transaction channels.

•Mitigate fraud losses in customer service environment.

Financial Crimes Specialist II May 2017 to March 2019

•Review, verify, and identify customer transactions to detect/prevent financial crimes activities, policy violations, and suspicious situations in order to mitigate and/or recover losses.

•Identify control failures in bank processes and procedures, such as federal compliances with Regulation E/Z, customer or team member decisions.

•Communicate with customers in a fast paced, blended inbound/outbound production oriented call center environment.

•Analyze peers decision in case scrubbing decision quality to determine coaching opportunities.

•Exceed overall scorecard expectations on team level and overall department metrics.

Target, Charlotte, NC

Target Protection Specialist February 2016 to March 2017

•Provided security for store during high peak volume of customers.

•Identified strategic resolutions of external theft and fraud.

•Monitored security cameras and relayed communication to executive team lead for fast reaction of anti-theft.

Leadership

United States Marine Corps

Corporal in Infantry October 1993 to October 1997

Education

UNIVERSITY OF NORTH CAROLINA, Charlotte, NC

Bachelors in Criminal Justice December 2016

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