Operations Specialist Financial Advisor

Yolanda Russell

**** ****** ***, ********, ** ***20

Email: ******************@*****.*** Phone: 251-***-****

Professional Summary

Proactive and results-driven Fraud and Banking Operations Specialist with over 14 years of experience in financial investigations, claims processing, fraud mitigation, and team leadership. Proven ability to lead, coach, and develop high-performing teams in fast-paced banking environments. Licensed Financial Advisor and Insurance Agent (AL & FL) with strong knowledge of regulatory compliance (Regulation E & Z), accounting principles, and SQL. Adept at reducing operational risk, enhancing training programs, and streamlining case management. Seeking a Team Leader role to continue driving operational excellence and fraud prevention initiatives.

Core Competencies

• Fraud Investigation & Prevention

• Bank Operations & Risk Management

• Team Leadership, Training & Coaching

• Financial Crimes Compliance

• Regulation E & Z Expertise

• Claims Processing & Dispute Resolution

• SQL & Banking Systems (Visa, MasterCard, PAS)

• Client Relations & Problem Resolution

• Internal Audits & Process Improvements

• Licensed Financial Advisor (AL & FL)

• Licensed Insurance Agent (AL & FL)

• Notary Public

Professional Experience

Regions Bank — Bank Operations Specialist 3

Birmingham, AL Feb 2024 – Present

- Serve as initial point of contact for fraud claims via email and mail, ensuring accurate claim intake and entry.

- Analyze and resolve incoming fraud cases, research duplicate cases, and close them effectively.

- Monitor daily and monthly fraud reports to identify trends and provide early fraud detection insights.

- Prepare, edit, and distribute specialized documentation with attention to compliance and accuracy.

- Provide mentorship and on-the-job training to less experienced team members to improve overall team efficiency.

- Effectively communicate updates and case statuses using Microsoft Teams and email channels.

- Maintain strict adherence to Bank Secrecy Act (BSA) and internal policies to ensure regulatory compliance.

Bank of America (Signature Consultants) — Recon Analyst / OJT Coach

Orlando, FL Aug 2021 – Feb 2024

- Led reconsideration investigations of ACH, Debit Card, and ATM fraud claims, adhering to Regulation E and Z standards.

- Acted as a subject matter expert and coach, training new hires and team members on Prepaid Fraud Reconsideration processes.

- Remediated escalated claims, collaborating cross-functionally to drive accurate resolutions.

- Maintained production and quality standards while working independently in a high-volume back-office environment.

- Developed and delivered training to enhance team members' skills in fraud prevention and client service.

Wells Fargo Bank NA — Financial Fraud Analyst 3

Homewood, AL Mar 2019 – Mar 2021

- Investigated complex financial fraud cases, analyzing transactions across multiple platforms to detect financial crimes.

- Identified patterns, anomalies, and potential risks, escalating suspicious activity reports (SARs) when needed.

- Consulted with customers via inbound and outbound calls to resolve fraud-related disputes.

- Recommended procedural improvements to mitigate future financial losses.

- Supported Visa chargeback processes and collaborated with Representer teams to correct and finalize dispute cases.

AT&T (CLG) — Retention Specialist

Huntsville, AL 2018 – 2019

- Handled high-volume inbound customer service calls, applying retention techniques to maintain customer loyalty.

- De-escalated customer concerns regarding service and billing, consistently meeting retention and satisfaction metrics.

- Navigated multiple software systems (RIOS, Opus, OMS) to resolve customer inquiries efficiently.

ResCare Alabama — Residential Coordinator Manager

Birmingham, AL May 2004 – Mar 2018

- Supervised care staff across multiple service sites, ensuring compliance with healthcare regulations and internal procedures.

- Developed and delivered orientation programs and ongoing staff training workshops.

- Monitored site budgets, collaborated with case managers, and worked to enhance resident care outcomes.

Education

Lawson State Community College — Associate of Science (A.S.) in Biology & Accounting

Minor: Psychology Birmingham, AL 2014

Certifications

• Licensed Financial Advisor — Alabama & Florida

• Licensed Insurance Agent — Alabama & Florida

• Notary Public — State of Alabama

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