Adline Williams
Cordova,SC
Summary
Dynamic Customer Service Fraud Analyst with a proven track record at Bank of America, excelling in data analysis and fraud prevention. Recognized for consistently exceeding targets through effective dispute resolution and call management. Adept at training teams and enhancing customer trust, ensuring swift identification and mitigation of fraudulent activities.
Overview
2019
2019
years of professional experience
Work History
Customer Service Fraud Analyst
Bank of America
- Analyzed transaction patterns to identify fraudulent activities and mitigate risks.
- Managed high-priority calls to provide solutions for customer questions.
- Evaluated customer data to identify and prevent fraudulent activities.
- Consistently met and exceeded targets by applying keen analytical skills and detailed focus to uncover fraudulent activities.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Provided training to new team members on fraud detection techniques, enhancing their ability to identify potential threats quickly and accurately.
- Encouraged teamwork and ongoing development through structured information sharing sessions.
- Increased customer trust and confidence by effectively communicating fraud investigation outcomes.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Commercial Bank Teller
Bank of America
10.1982 - 06.2018
- Managed substantial daily transaction volumes for business clients.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed customer transactions efficiently and accurately, minimizing wait time, to enhance service quality,
- Assisted customers with account inquiries and provided product information for informed decisions.
- Resolved discrepancies in transactions promptly, ensuring compliance with banking regulations.
- Supported training of new staff, promoting knowledge sharing and procedural adherence.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Built and strengthened customer relationships by providing excellent communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Detect and properly report any counterfeit currency.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
Customer Service Representative
Bank of America
12.1985 - 02.2010
- Opened new accounts, CDs, and loans, delivering product information and support.
- Resolved customer inquiries through effective communication and problem-solving techniques,
- Managed high-volume inbound calls while maintaining professionalism and efficiency.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associate of Applied Science - Accounting
Orangeburg Technical College
Orangeburg, SC06.1976
Skills
- Data analysis
- Fraud prevention
- Fraud detection
- Dispute resolution
- Call management
Timeline
Customer Service Representative
Bank of America
12.1985 - 02.2010
Commercial Bank Teller
Bank of America
10.1982 - 06.2018
Customer Service Fraud Analyst
Bank of America
Associate of Applied Science - Accounting
Orangeburg Technical College
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