Customer Service Quality Assurance

Alfreddie M. Kayde 414-***-****

***********@*****.***

Professional Summary

Highly accomplished and results-driven professional with over 7 years of progressive experience in Customer Service and Collections, coupled with extensive expertise in Fraud Analysis and Mortgage Quality Assurance. Adept at optimizing departmental production and quality through strong organizational skills, meticulous attention to detail, and exceptional customer service. Proven ability to investigate complex financial fraud, manage intricate financial situations, negotiate effective solutions, and ensure compliance with stringent policies and procedures. FDCPA certified with a strong background in reducing delinquency and mitigating losses. Seeking to leverage extensive experience and diverse skill set to contribute to success.

Skills

Fraud Analysis & Risk Management: Fraud Detection, Risk Mitigation, Investigative Analysis, Data Interpretation, Compliance, Policy Adherence

Collections & Financial Acumen: Debt Negotiation, Loss Mitigation, Delinquency Reduction, Account Management, Financial Analysis, Payment Processing, Compliance (FDCPA) Customer Service & Communication: Conflict Resolution, Complex Inquiry Resolution, Client Relations, Verbal & Written Communication, Stakeholder Communication Quality Assurance & Operations: Mortgage & Title Review, Policy & Procedure Adherence, Error Rate Reduction, Process Improvement, Documentation Verification, Trend Analysis Technical Proficiency: AS400, Ontario Systems, Accruint, Insight, Cisco, Noble Systems, Microsoft Office Suite (Word, PowerPoint, Excel)

Employment History

Fraud Analyst Bank of America, Fort Worth TX. June 2023 – Present Investigate and analyze complex financial transactions to proactively identify and prevent fraudulent activities.

Utilize advanced tools and data analysis to detect patterns, anomalies, and emerging fraud trends, enhancing security protocols.

Collaborate effectively with internal teams (e.g., legal, compliance, customer service) to resolve fraud cases and implement preventative measures.

Document findings thoroughly and accurately, adhering to strict regulatory guidelines and internal policies.

Mitigate potential financial losses.

Security Officer Happiest Hour Harwood International, Dallas, TX 2015 – 2023 Maintain a safe and secure environment for up to 675 patrons and staff across a large venue. Oversee the safety and well-being of crowds between 300 and 675 individuals. Supervise a three to six-person team, ensuring adherence to safety protocols and providing guidance during peak operational hours.

Implement proactive security measures to prevent incidents and ensure a leisure environment. Respond effectively to emergencies, conflicts, and other incidents, ensuring swift and appropriate resolutions.

Credit Advocate Bank of America, Dallas TX 2014 – June 2023 Collaborated directly with customer's single point of contact. Ensured tasks and guidelines were met in a timely fashion to complete timely and verified decisions on requests for financial assistance.

Managed comprehensive verification processes, including income, occupancy, expenses, assets, debts, and additional mortgages, ensuring accuracy and completeness for financial aid requests.

Expedited decision-making processes through efficient task management and guideline adherence.

Quality Assurance Specialist Bank of America - Landsafe, Dallas TX November 2011 – October 2012

Maintained an exceptional 97% error rate and 91% efficiency rate in the organization and orientation of title documents, consistently exceeding departmental standards. Conducted thorough loan file reviews, analyzing and reporting on significant loan quality trends to senior management.

Initiated proactive actions to mitigate potential losses, Communicated complex file review results professionally, both verbally and in writing, to internal and external customers, facilitating informed decision-making. Applied in-depth knowledge of client quality control guidelines to ensure strict compliance and operational excellence.

Collector I Marshall and Ilsley Bank (M&I), Milwaukee, WI May 2009 – July 2011 Evaluated customers' financial situations and negotiated terms of repayment options to bring accounts current or liquidate through loss mitigation assistance. Played a pivotal role in reducing delinquency for 30-120 day accounts, including 1st and 2nd mortgages, lines of credit, vacant lots, and automobiles. Loan Servicing Specialist II Wells Fargo Home Mortgage (Contractor), Milwaukee, WI November 2006 – April 2009

Evaluated customer's financial situations and negotiated terms of repayment options to bring accounts current or liquidate.

Assisted and resolved customers' complex inquiries and concerns. Verified loan documentation and credit information. Resolved problems regarding documentation issues.

Assisted in researching and resolving discrepancies. Processed routine to complex transactions.

Updated customers' status regarding loans.

Collections Representative Van Ru Credit (Contractor), Milwaukee, WI September 2004 – August 2006

Managed a high-volume call environment, successfully handling 100-150 inbound/outbound calls daily.

Evaluated customer's financial situations and negotiated terms of repayment or offered settlements.

Initiated customer contact regarding past due balances on student loans. Obtained and negotiated payments, and performed account updates. Managed collection processes and verified employment for garnishment processing. Education

General Education Diploma Milwaukee Area Technical College Milwaukee, WI Welding, Cabinet and Mill Certificate Milwaukee Area Technical College Milwaukee, WI Professional Affiliations

Milwaukee Urban League for Young Professionals

Contact this candidate