Senior fraud detection Quality Analyst, executive customer service rep
Resume:
Erin M. Mills
**** ****** **. #*** ******, MI ***87 734-***-**** ***********@*******.***
EDUCATION
Oakwood University, Huntsville, MI
Bachelor of Science 2018
Major: Interdisciplinary Studies w/Concentration in Business/Marketing/Communications
Peterson-Warren Academy, Inkster, MI 2012
High School Diploma
PROFESSIONAL EXPERIENCE
Senior Fraud Detection Quality Analyst – Rocket Mortgage 2019 – 2025
Identified fraudulent applications and supporting loan documentation.
Utilized various online legal public record platforms and other reporting sources to verify accurate identity, property ownership, and other personal data.
Reviewed and completed an average of 80+ loans per day.
Reviewed data that informed practical and logical decision making that identified risks, minimized company losses and identified fraud trends.
Served as a subject matter expert among the detection team and mentored other analysts.
Developed and conducted departmental new hire and professional development trainings.
Worked cross-functionally as a liaison with other departmental teams communicating fraud detection and other anomalies.
Managed and performed special projects and additional responsibilities, as assigned.
Reviewed credentials of banking staff to ensure proper licensure, in order for them to perform their job duties legally within various states.
Rendered excellent customer service to consumers and key stakeholders, both internally and externally.
Collaborated with senior leadership and directors on new operational processes and risk assessments.
Helped deliver training to team members with AI on decision making and analyzing data.
Worked closely with IT, auditing, and compliance team with monitoring.
Contributed with developing policies to follow when coming across certain individuals or companies that were fraudulent when analyzing a loan with the executive team.
Executive Customer Service Representative – Rock Connections 2018 – 2019
Promoted mortgage products to prospective clients
Engaged in high level customer service to internal and external clients.
Performed cold calls and follow-up calls to mortgage leads.
Answered questions about company products presented from incoming inquiries from prospective clients via telephone.
Worked cross-functionally with bankers to solidify clients.
Led in productivity and lead conversions at a 97% average rate.
Ticketing Lead – Old Navy 2017 – 2018
Managed and resolved customer inquiries and issues by ensuring timely and effective solutions.
Utilized ticketing systems to track and prioritize requests.
Collaborated with cross-functional teams to address customer retail needs and improve overall service delivery.
Developed and maintained comprehensive documentation for ticketing procedures and best practices.
Engaged in excellent customer services practices.
Mentored and trained incoming ticketing personnel, fostering a culture of continuous learning and excellence.
Encouraged the sales of products and credit opportunities.
Led in credit card applications completed.
Processed the exchange of cash or credit for products.
Staged clothing products on the store floor
Balanced the cash drawer.
Re-stocked and re-tagged store inventory.
Retail Sales Associate – Old Navy 2015 – 2017
Engaged and connected with customers by providing excellent customer service.
Became an expert in the brand’s selling behaviors which allowed the enhancement of the customer experience.
Acknowledged and assisted customers in efficiently identifying and locating desired merchandise.
Offered styling options and suggestions to customers.
Promoted customer loyalty by educating customers on the company’s loyalty programs.
Provided omni-channel offerings encompassing in-store, online, mobile applications, and social media, ensuring customers opportunity to interact with the brand effortlessly.
Maintained consistent data and preferences as customers interfaced with various channels.
Supported sales floor, fitting room, checkout, and back of houses process, as needed.
Balanced the cash drawer.
Responded courteously to internal and external requests.
SKILLS
Active Listening Skills
Strong Proficiency in Verbal & Written Communication Skills
Proficiency in Corporate Training and Professional Development Skills
Strong Proficiency in Problem Solving, Critical Thinking, Analytical Skills
Detail Oriented
Strong Proficiency in Decision Making Skills
Team Collaboration
Extreme Proficiency in Customer Service and Stakeholder Retention
Proficiency in Microsoft Office and Other Computer/Technological Programs
COMMUNITY INVOLVEMENT
New West Willow Association – Volunteer 2024-Present
2 Marines – Volunteer 2022-Present
Ypsilanti SDA Adventist Church – Member, Ypsilanti, MI 2005-Present
Habitat for Humanity Wayne - Volunteer, Canton, MI 2011-2012
References Upon Request
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