Customer Service Data Entry

Kena Smiley

* ***** *****

Newark, DE *****

(***) ***-************@*****.***

Work experience

Fraud Prevention Specialist

Bank of America - Newark, DE

September 2019 to Present

This job is responsible for handling complex and escalated customer situations regarding possible fraudulent account activity and AML calls which are at risk calls dealing with task force. Key responsibilities include receiving inbound calls and takes appropriate action requiring accuracy on complex transactions, detail oriented, process improvement in detecting and preventing fraud. Job expectations include performing functions related to research and resolution of fraudulent activity, excellent communication and critical thinking skills.

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity and restrict account activity

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity and restrict account activity.

• Handling and monitoring Bank of America accounts such as Zelle, deposit, ACH, ATM, credit and debit cards by placing and removing blocks, restrictions and holds placed on the account due to suspicious activity.

• Probe to obtain the pertinent information needed to decipher between the client or the perpetrator during the authentication process and after to ensure proper verification of the caller.

• Maintaining professional and calm, engaging and helpful demeanor and tone while deescalating hostile, sarcastic and sometimes beligerant calls.

• Working calls that have been flagged through Anti Money Laundering cases already placed or flagging new cases to be remediated, refreshed or closed out temporarily or permanent.

• Following case types and notes to provide and gather precisely to the customer of the steps taken or documents required or received to show proof of the business legitimacy and or personal accounts.

• Multi-tasking through numerous screens and mainframe and online systems to service the customers such as Synergy, CEW, Blast, Lexis Nexis, Interact, Art, Accurint, Omni, Bolt, troubleshooting system issues, Flash, ACMS for closures of GACT (global accounts), etc.

• Assisting and familiarizing our clients with online and mobile banking.

• The job function for fraud and AML calls warrant long tedious hours, back to back calls, maintaining and adhering to meeting monthly stats for personal, the department and company's goals.

• Adhere to policies of the FCRA and laws enforce by the CFPB and Identify violations of FDCPA, FCRA and specialize in BSA and AML compliance.

Customer Service Representative

General Dynamic/Maximus - Largo, MD

May 2017 to May 2019

The Tier 1 agent in the Student services Center for University of Maryland University College who contracted with General Dynamics and has recently changed contract to Maximus provides support via the telephone, chats and internet to respond to student inquiries and complex issues and aiding the student through using basic office equipment and technology such as telephones, email and web browsers. Job responsibilities and duties are to respond to inquiries received from students through phone and online channels related to student services issues such as admissions, financial aid, student accounts, registrar and general inquires which agent is required to respond to all queues utilizing established guidelines learned through program training, articles and knowledge base which provides pertinent information for the agent to provide accurate information regarding policies, questions and answers to assist the students, staff and faculty with excellent customer service. Responds to written inquiries according to standard operating procedures, escalate more complex calls for resolution to proper departments, Team leads and Supervisor. Maintain up to date knowledge of program and company regulations and adhere to UMUC policies and procedures as they relate to the confidentiality of information and protect personal identifiable information along with practice Maximus Core Vaues and act as a role model. Flexibility is required due to the center is a 24 hour facility which overtime and schedule changes accommodates the service level and shift coverage during the busier months of the year. Customer Service Representative

Anchor Staffing Inc - Glen Burnie, MD

February 2017 to May 2017

Conducting interviews with patients for Health Stream in obtaining surveys on Hospitals and Healthcare systems by rating their experiences at the facilities. Following instructions. Speaking clearly, polite and conversationally to the patients. Reading each script verbatim. Reading all questions and rating scales to patients repeatedly as needed for clarity and understanding as policy permits. Retrieve call ticket numbers from manager and locate in system to work automated dialed calls. Maintaining the control of the interview to keep the patient focused and engaged on each question. Probing and clarifying questions to obtain specific answers from the patient. Staying upbeat, energetic and focused during each call. Having good verbal and written communication skills, being a good listener, paying attention to detail and being patient with respondents. Keeping information confidential. Using the correct disposition codes to supply the client with accurate survey results. Knowledge of all Studies and their rules for each survey.

Clerical

Adecco Staffing ServicesAdd location2015 to 2016

Worked 3rd shift processing passport applications, receive bulks of mail from loading dock, separate all mail by states and priority, sort mail into colored bins to be distributed to work areas, presort applications to be processed, paying close attention to detail, open mail, verify information on document is accurate, pull problem applications to be reviewed or sent to customer service, meet daily and monthly quotas, reassociate bulks of passports, scan and data key applications.

Assistant Manager

Advance America - Newark, DE2015 to 2016

Open and close center, count money in safe for accuracy from the day before, distribute money for each drawer throughout the center, run daily reports marketing, sales, collections, customer service, bank runs, handle large sums of money on a daily basis, approve or decline various types of loans, process customers taxes, complete monthly assessments and training, balance drawers, problem solve, correspond with Director, Management and other centers through email, fax or phone. Handle and resolve customer issues and complaints, complete mid-day and end of day process. Clerical / Compliance Rep

Integrity Staffing Services - 2009 to 2012

Worked for Ace processing claims and payments for clients effected by the BP oil spill. Duties included obtaining pertinent information from claimant to document and type into system. Data keying applications received into Esis, Felix, and Omni systems. Processing, voiding, updating, deleting, proof reading and correcting errors made in the application process. Redirecting and the handling of high call volumes. Also, contacted claimants to inform the status of their claims and providing them with claim numbers and addressing any and all questions and concerns. In addition, processing, handling and voiding of full, partial and pending payments. Problem solving and sorting of miscellaneous, duplicate, erroneous and incomplete forms, mail, letters and correspondences. Lastly, assist supervisor with various responsibilities and duties such as training new hires, answering questions and concerns, distributing work after batching, counting and attaching claims. Flexible with shift and personal time to compensate work flow.

As a compliance representative, I ensured compliance with clients, new hires and employees. Contact schools, clients, supervisors, employees, and employers by phone, email and fax to obtain missing documents and information needed. Utilization of fax, copier, and scanner. Enter information onto excel spread sheet. Download and upload information acquired for compliance and auditing. Knowledge of Excel and Microsoft Word to correspond, update and interact for internal and external use. Verify and retrieve background history on employees for the client for the hiring process.

Clerical/Medical Office Rep

Integrity Staffing Services - Newark, DE2010 to 2010 Worked for Ace processing claims and payments for clients effected by the BP oil spill. Duties included obtaining pertinent information from claimant to document into system. Data keying applications received into Esis, Felix, and Omni systems. Processing, voiding, updating, deleting, proof reading and correcting errors made in the application process. Redirecting and the handling of high call volumes. Also, contacted claimants to inform the status of their claims and providing them with claim numbers and addressing any and all questions and concerns. In addition, Problem solving and sorting of miscellaneous, duplicate, erroneous and incomplete forms, mail, letters and correspondences. Lastly, I ensured compliance with Integrity Staffing clients, new hires and employees. Contact schools, clients, supervisors, employees, and employers by phone, email and fax to obtain missing documents and information needed to update files. Utilization of fax, copier, and scanner. Enter information onto Excel spread sheet. Download and upload information acquired for compliance and auditing. Knowledge of Microsoft Word and Microsoft Office Suite. Verify and retrieve background history on employees for the client for the hiring process.

Account Manager

Discover Card Services - Newcastle, DE

1995 to 2009

Respond to all card members inquiries and concerns, resolving issues, problems and complaints. Handling of dispute calls in a quick and timely fashion. Mentor and train new hires to the floor when service level permitted. Maintaining an effective average handling time, utilization and compliance score. Highly effective with product sales and monthly goals. Also, a major contributor in assisting peers with innovative ideas on engaging the card members in order to reach their sales goal. Always reflect a professional, positive, courteous, respectful and friendly disposition toward the card members, leaders and coworkers. Staying current with features, benefits and policies of the company through emails, queues, handouts, monthly assessments and testing to stay knowledgeable with the Discover brands along with new launches. Worked queues daily and very flexible with schedule based on the company needs and demands.

Customer Account Information Specialist

PNC Bank - Wilmington, DE

1990 to 1995

Responsibilities include handling of personal checks, CD's, money market accounts internally and externally. Receive, count, copy and batch checks daily. Data key bulks of checks received quickly and accurately. Fax copies of deposit information and forward correspondences to proper department. Type up slips for returned checks to stay in compliance. Typing insufficient fund letters and correspondences to inform the customers and employees of unsatisfied checks. Receive, open, sort and distribute daily mail, personal files, correspondences, letters and forward to departments within the company.

Education

Associate in Business Administration and Finance

Goldey Beacom College - Wilmington, DE

August 2023 to Present

Associate in Business Administration

Delaware Technical Community College-Stanton Newark, DE August 2017 to January 2018

Certificate in Medical Assistant

Dawn Career Institute Inc - Wilmington, DE

May 2007 to January 2008

Certificate in Secretary/Word Processor

Goldey Beacom Business Training Center - Wilmington, DE September 1987 to May 1988

High school or equivalent in General Studies

Concord High School - Wilmington, DE

September 1982 to June 1986

Skills

Medical Terminology - 1 year

Typing - 10+ years

Software Troubleshooting

Loss Prevention - 5 years

Customer Service - 10+ years

Microsoft Word - 10+ years

Microsoft Office - 2 years

Call Center - 10+ years

Customer Care

Banking - 10+ years

Clerical - 10+ years

Collections - 2 years

Customer Support

Excel - 1 year

Data Entry - 10+ years

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