Michelle Glover

**** ********* ***** ***** #****

Charlotte, NC 28269

704-***-****/adzpet@r.postjobfree.com

Profile:

Strong leader with the capacity to excel in a team environment. Experience in working in a fast paced, high-volume production environment, successful in meeting stringent deadlines while maintaining accuracy.

Experiences:

Bank of America 06/2022- Present

Sr Customer Services Specialist LS&S

•Delivers a positive client experience based on enterprise Client Care pillars – Take Ownership, Act with Empathy, make the process easy, get it right and provides extra patience, kindness and sensitivity needed during this difficult life event.

•Gains a full understanding of the client’s perspective and needs with inquisitive conversation while simultaneously showing empathy and building rapport and trust.

•Gains a full understanding of the Bank’s options for meeting the client’s needs by researching the client’s full bank relationship and product/procedure reference material using multiple systems.

•Provides a recommended course of action that is compliant with all guidelines and in the client’s best interest.

•Maintains adherence to service level agreements and all laws, rules and regulations.

•Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking).

•Ability to leverage multiple software applications to execute an intricate process.

•Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy).

•Performs duties as a Subject Matter Expert.

•Performs Due Diligences for authenticating our clients and customers.

Bank of America (Contract) 07/2021 – 06/2022

Fraud Analyst/Researcher

Perform complex judgmental reviews of high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity and restrict account activity, when necessary, to avoid further risks. Detection analysts benefit from in-depth training and have opportunities for ongoing professional development and career growth.

Wells Fargo (Apple One Staffing) 03/21/2021- 06/25/2021

Research/ Remediation Analyst 1

Responds to and researches and resolves escalated inquiries and complaints requiring special handling and that may have been forwarded by mgmt committee members, agencies, and/ or seniors business leaders. This may include a review of in-process, closed and cancelled single loan/credit exceptions, applications, claims, files and/or on-line transaction, etc., individually or in aggregate, to determine if processes and documentation are incompliance with internal company requirements.

Compass Group (CRG Staffing) 02/07/2019 - 07/01/2019

Garnishment Dept/ Customer Service Rep

Accurately interpret garnishment orders and other court documents to ensure proper handling to avoid

liability. Excellent customers when employee call in wanting to know the information of where the garnishment is coming from. Provide employee with the company that is garnishing wages in hopes of setting up some type of arrangements so that the garnishment can stop coming out of wages.

Wells Fargo 09/07/2016- 09/17/2017

Financial Crimes Specialist (Agent Assist)

Assist agent when they call in needing to know how to process fraudulent claims. Process escalated calls in hopes of resolving issues before it reaches management queue. Advice agent to do further investigation if customer has numerous claims open, In these cases if would help to determine if customer would be receiving funds back in account based on information we have gathered.

Wells Fargo 11/09/2014 - 09/05/2016

Financial Crimes Specialist 11

Balances exceptional customer service with strong investigative research while answering incoming calls in a call center environment. Process debit card dispute for Wells Fargo customers who suspect they have fraudulent, miss posted, or unusual activity on their accounts. Effectively authenticate the identity of customer about their claim, conduct research, and decisions or provides updates on status of new and existing claims.

Bank of America (Staffing Company) 05/03/2013 - 11/07/2014

Global Financial Crimes Compliance Mortgage Fraud

Reviewing and analyzing and identifying indicators of potentially fraudulent activities from surveillance.

Responsibilities include concise documentation of fraud review results and preparing suspicious activity reports in accordance with us laws, the bank secrecy act and the USA Patriot Act. Knowledge of AML and mortgage lending compliance requirements to the diverse business of a large financial institute.

Wells Fargo 09/09/2009 - 04/28/2013

Financial Crimes Specialist III

Research and resolved cardholder transaction dispute while providing customer service to both internal and external customers. Research and resolved merchant dispute but following Reg e visa rules and processing various charge back.

Education

Central Piedmont Community College

Early Childhood

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