Business Services Service Representative
Resume:
Anterica Carey
Birmingham, Al
Contact 205-***-****
Email:anterica.carey@gmai.
com
EDUCATION
Miles College Miles College Birmingham, Alabama Bachelor of Business Administration July 2012
PROFESSIONAL EXPERIENCE
Alabama State Personnel
Business Service Representative June 2024- April 2025
● Convenes or attends and participates in meetings of local and regional stakeholders in education and training, workforce and economic development to develop and strengthen information and resources related to the business services in the St Clair and Blount County Area.
● Facilitates collaboration among a variety of partners, including local community colleges, Workforce Development Boards, Department of Labor and Commerce Career Centers, and businesses, to promote and sustain career pathways for target sectors of the Local Area within the region.
● Develops innovative, career-focused outreach and recruitment strategies for promoting business services to employers including the Local Area’s Incumbent Worker Training program and sector initiatives such as Construction Career Day.
● Locates, analyzes, and uses data to make informed decisions to include identifying high-growth jobs. • Assists with facilitating industry-led partnerships to include meeting logistics, agenda creation, facilitation of meetings, and the implementation of engagement strategies.
● Promotes the participation of regional stakeholders in the use of career pathways for recruitment and employee development.
● Lead the development of additional career pathways based upon need.
● Enters E-codes for business services into Sales force and is familiar with navigating alabamaworks.gov
● Submits reports upon request on registrations, outreach opportunities, and engagement events.
● Assists with the planning and deployment of job fairs and local and regional meetings/events related to business services during both traditional and non-traditional hours.
● Participates in periodic business services meetings at the local, regional and state level including the statewide Business Services Committee and the Department of Labor and Commerce Career Centers Partnership Conference.
● Participates in trainings that develop knowledge and skills essential to delivery of business services. and completes Page 1 relevant trainings in the Alabama Works Development Training Center database.
● Conducts planning, development and outreach plans of services identified as needs for small business in the community; identifies resources and services that are already available in the community and provides this information to owners of business; continues to update information regarding business needs and identify or create resources.
● Works closely with WIOA staff to coordinate the transition of clients from skills training to employment including small group or one-on-one advising to prepare clients to meet employer expectations
● Provide job referrals for clients seeking employment.
● Promotes workshops offered by the Workforce Development Board or Alabama Works Centers. May develop and coordinate relevant training workshops for clients and employers with approval of supervisor.
● Promotes and elevates the awareness of the Workforce Development Board’s business services in the business community; surveys the community to identify areas of interest or need as they relate to Workforce Development; makes public presentations and represents the regional and local workforce development programs in meetings with business community; and develops and maintains effective working relationships with local employers.
● Develops and assists in maintaining a website, mountainareaworks.org, to provide information about the Workforce Development Board and the services available to businesses and job seekers in the area. Veterans Staffing/Aetna Contract, Remote January 2023- June 2024 Underwriter Analyst
• Mitigate company lending/insuring risk by carefully analyzing applicants’ information and making strong recommendations based on findings
• Work seamlessly with broker's, general agents, and sales contact agents and other team members to ensure a smooth, speedy application process for potential clients
• Verified and confirms brokers and agency’s active license and appointments.
• Supports the Mid-South & GA/GULF markets ability to achieve its financial and strategic goals through effective underwriting.
• Underwriting support primarily includes identifying, evaluating, and managing risk to maximize revenue, membership and earnings.
• Performs underwriting analysis and risk assessment for small group contracts of varying funding and rating types.
• Performs underwriting analysis and risk assessment for new and/or renewal of large group contracts.
• Assigned RFPs/book of business with increasing levels of complexity and will include multiple product types, funding arrangements and/or rating methodologies.
• Independently reviews work for accuracy, evaluate risks and makes recommendations to manage risk while growing or retaining membership.
• Negotiates and explains application of more complex underwriting concepts, rate/fee development and policies.
• Produces accurate and timely deliverables while providing superior customer service in support of stated mission and key performance metrics.
• Participates in projects, workgroups and identifies/supports process improvement
(Covid Contract)/Department of Community Affairs, Remote January 2022- December 2022 Case Worker/Underwriter
• Process ERAP applications with program guidelines and follow program procedures.
• Communicate with applicants by phone and e-mail to obtain required documentation to complete applications.
• Monitor and properly document activities within the applications.
• Ensure client data is captured accurately and timely in ERAP software.
• Communicate professionally and manage time effectively to process applications in a timely manner to assist with rent and utilities.
• Ability to multi-task and manage time effectively to process applications in a timely manner to assist with rent and utilities.
Maximus/Arizona Department of Economic Security (Covid Contract), Remote April 2020-January 2021(contract) Claims Adjudicator Team Leader
• Monitor Chat (Main/Team)
• Take escalated calls and add notes in PUA.
• Add work-appropriate jokes or GIFS to keep the teams engaged. (No politics, religion, or anything about vaccines
• Completing the sup sheet, by auditing, reviewing, and notating claim work submitted by adjudicators.
• Lead weekly meetings by way of power point.
• Monitor adjudicator progress (Skill) – Ensure that adjudicator is retaining process and procedures.
• complete 1:1 Coaching
• provide individual support to the team
• Support the adjudicators during high stress times such as after a difficult call.
• Be a frontline defense for claimant escalations
• Handle claimant escalations.
• Tentatively answering questions in the chat for others to see with the chat template.
• Conduct audits - Pull two AAT completed work cases at random to review for closure, notation, and accuracy for.
• Review two calls at random for team to review for professionalism, 5-point verification and overall quality.
• Drive adjudicator daily production - Monitor progress throughout the day to ensure that we are on track to maintain SLA's.
• Being alert for potential outliers
• Being alert for negative trends in adjudicator productivity including quality of work.
• conduct trainings needed
• Drive meetings - Facilitate, host, and deliver team lead designated content to the team.
• Help to develop recommendations based on trends
• Make recommendations for process and procedural changes based on feedback and observations of our daily interactions with the adjudicators.
• Keep up to date with process and procedural changes by maintaining contact with supervisor and state email updates. Wells Fargo Bank Birmingham, Al September 2019-April 2020 Financial Crime Specialist II
Utilize fraud risk detection systems and internal bank systems to review suspect items and warning reports on a daily basis.
Interpret reason codes and follow specified procedures on how to handle suspect activity.
Gain and maintain working knowledge of internal fraud monitoring and detection systems..
Possess effective knowledge and understanding to ensure processes comply with regulations (e.g. Regulation E, Visa Operating Rules, UCC, Federal Credit Reform Act (FCRA), Regulation J, Regulation CC, NACHA,
Bank Secrecy Act/Anti-Money Laundering/Patriot Act (BSA/AML), Telephone Consumer Protection Act
(TCPA), Office of Foreign Assets Control (OFAC) and Identity Theft red flags).
Make decisions that impact processes and clients with financial, compliance and legal implications (e.g. pay/no pay, block/hold an account and transaction or access based on analysis of research conducted)
Escalate sensitive, complex and large financial, compliance or reputational issues to management where appropriate.
May refer cases for special attention to BSA/AML, Corporate Investigations, Legal or other area where warranted.
Communicate and interact with external clients, Community Bank, various lines of business, and other financial institutions to verify authenticity of items or availability of funds.
Educate clients about fraud issues including online banking safety and take appropriate action to protect clients’ accounts.
Prepare documentation to return items, stop bill payments, close accounts/block cards, hold funds, block online access and complete client/branch notification forms and Suspicious Incident Reports (SIR). If applicable, prepare consumer claim documents on all fraud transactions including fees and interest
Perform significantly complex research utilizing multiple internal and external sources.
Prepare financial spreadsheets or enter data into a database or system in order to capture and monitor loss information for further analysis.
Establish and maintain files and records while maintaining client confidentiality.
Provide input on obvious fraud trends or process improvements
Perform the following functions based on the assigned areas within the department:
Review and research checks processed for endorsements, kiting, forgeries and counterfeit
Review and research electronic transactions and activity to detect victim and perpetrator fraud;
Review patterns and practices for indicators of possible identity theft;
Place holds or stop payments on suspicious and fraudulent transactions or checks;
Block or close client accounts and access based on risk and fraudulent exposure Wells Fargo Mortgage November 2011-October 2013
Mortgage Loan Processor
Prepare Loan files for Loan submission to underwriting by inputting information into system, completing Processing sheets, prioritizing documents in the file, and preparing and mailing of Loan disclosures.
Prepares and submits requests for credit reports, title commitments, surveys, and appraisals and any other necessary support documents as per Loan program guidelines.
Submits files through automated underwriting for approval and completed Loan packages to appropriate underwriter for final approval and validation.
Prepares approved Loans for closing and coordinates closing with lenders, borrowers, and title companies, and prepares Loan closing fee sheet, to include the reconciliation of monies collected and disbursed, inputting HMDA data, and completes Processing screens in the Loan Origination System (LOS).
Verified employment along with income information, provide reviews on credit history and compute the borrower’s assets and collaterals.
Ensured that the specifications of properties and terms of loans meet the requirements of the financial institution and with the government regulations.
Acts as a liaison between customers and all parties involved in the transaction and communicates to customer if any items are needed for Loan submission and keeps them posted on Loan status.
Reviews and verifies each file to ensure title commitments, homeowners insurance and surveys are acceptable, and if necessary request any additional information so that modifications can be made.
Prepares and mails Adverse Action Notices and updates Loan Origination System (LOS
Open and maintain customer accounts by recording account information
Resolve product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Build sustainable relationships of trust through open and interactive communication
Prepare product or service reports by collecting and analyzing customer information
Added pertinent information such as addresses, phone number, and all other personal info
Handle changes in policies or renewals set forth by the department
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Maintain financial accounts by processing customer adjustments
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Meet personal/team sales targets and call handling quotas
Prepare product or service reports by collecting and analyzing customer information
Generate sales leads
Keep records of customer interactions, process customer accounts and file documents
Added pertinent information such as addresses, phone number, and all other personal info
Handle changes in policies or renewals
Resolve customer complaints via phone, email, mail
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