Akilah McKinley
Glenn Heights,TX
Summary
Detail-oriented financial services professional with over 6 years of experience in dispute resolution, account investigation, and claims handling. Recognized for expertise in claims verification, documentation, and regulatory compliance, with a proven ability to manage high-volume caseloads, and deliver audit-ready results. Currently pursuing a B.S. In Business Administration, I bring strong analytical skills, and a commitment to accuracy under pressure.
Overview
7
7
years of professional experience
Work History
Consumer Support Specialist, DDA Collections
PNC Bank
09.2025 - Current
- Review and verify checking account claims for completeness, accuracy, and required documentation.
- Analyze disputed transactions to determine eligibility and next steps under supervision.
- Document case details thoroughly in claims systems for timely processing and audit readiness.
- Communicate with customers, internal partners, and agents to gather information and provide updates.
- Manage caseload efficiently, prioritizing follow-ups and time-sensitive cases.
Consumer Support Specialist, Auto Loan Collections
PNC Bank
08.2024 - 09.2025
- Resolve escalated delinquent accounts to reduce financial loss while preserving customer trust through strategic negotiation and credit counseling.
- Deliver personalized financial guidance, empowering clients with long-term repayment solutions and alternatives.
- Optimize repayment success by leveraging collections systems for precise account documentation and proactive outreach.
Collections Specialist Team Lead
Navient
04.2019 - 08.2024
- Designed and implemented strategic performance targets across daily, weekly, and monthly intervals, increasing efficiency and accountability within the grievance department.
- Cultivated strong customer relationships across multi-channel platforms-including live chat, email, and phone-ensuring issue resolution and positive service closure.
- Expertly navigated complex functions of the service management system in a high-volume remote environment, ensuring operational accuracy and rapid response times.
Education
Bachelor of Science - Business Administration And Management
Johnson & Wales University
Providence, RI05.2027
Skills
- Claims processing and reconciliation
- Audit-ready documentation
- Regulatory compliance knowledge
- Data entry and accuracy
- Cross-functional collaboration
- Software proficiency in claims systems
- Communication tools expertise
- Project management skills
Timeline
Consumer Support Specialist, DDA Collections
PNC Bank
09.2025 - Current
Consumer Support Specialist, Auto Loan Collections
PNC Bank
08.2024 - 09.2025
Collections Specialist Team Lead
Navient
04.2019 - 08.2024
Bachelor of Science - Business Administration And Management
Johnson & Wales University