Angela Wilson
Las Vegas,NV
Summary
Dedicated customer service expert with nearly 4 years of experience providing outstanding support via phone, utilizing active listening, insightful questioning, and strong call control to boost customer satisfaction and mitigate risks through effective customer education.
Overview
13
13
years of professional experience
Work History
Exceptions & Returns Operations Production Coordinator (OPPN20)
Capital One
12.2021 - 04.2024
- Processed and posted incoming items from Federal Reserve and correspondent banks for account discrepancies and special instructions.
- Managed requests from bank officers for payment of Overdraft and NSF items against Capital One customer accounts.
- Assisted internal customers with inquiries and research related to paper and electronic item processing.
- Qualified all returned checks and ACH items not honored by Capital One Bank.
- Ensured timely delivery of outgoing cash letters to Federal Reserve Bank each day.
Fraud Intake Coordinator
Capital One Labs
09.2019 - 12.2021
- Verified customer identity and account activity to ensure security compliance.
- Conducted complex customer intake interviews, performing thorough research and analysis.
- Assessed risk levels to mitigate and prevent future fraud concerns.
- Educated customers on effective fraud prevention strategies.
- Investigated fraud concerns in collaboration with third-party merchants.
- Documented detailed records of each customer interaction to maintain accuracy.
Senior Personal Financial Assistant
Intouch Credit Union
03.2017 - 12.2017
- Supervised five branch staff members to enhance operational efficiency.
- Facilitated daily training and coaching to improve team performance.
- Conducted vault openings and end-of-day closings for security compliance.
- Processed teller drawers and balanced vaults to ensure accuracy.
- Prepared daily documents and reports for management review.
- Originated and funded in-house loan products to meet client needs.
Legal Collections Associate
Portfolio Recovery Associates, LLC
09.2014 - 06.2016
- Performed outbound calls to assess and recover debts from allegedly delinquent customers.
- Followed legal guidelines to protect rights of both parties involved in collections.
- Cultivated relationships with customers to facilitate negotiations and payment arrangements.
- Regularly surpassed monthly performance targets across 21 months of service.
Personal/Business Banker
Wells Fargo Bank, N.A.
12.2010 - 03.2014
- Facilitated account openings and closures in adherence to banking regulations.
- Enhanced client loyalty by delivering tailored financial advice.
- Created customized loan solutions that aligned with specific client goals.
- Improved service delivery by analyzing financial data to identify growth opportunities.
- Conducted training for junior bankers on best practices for product offerings.
- Collaborated with multiple departments to resolve client issues swiftly and professionally.
Education
Associates Of Arts - General Studies
Community College of Southern Nevada
Las Vegas, NVSkills
- Empathetic to customer concerns
- Effective oral and written communications
- Relationship development through listening
- Customer-centric approach
- Analytical skills
- Risk mitigation through education
Timeline
Exceptions & Returns Operations Production Coordinator (OPPN20)
Capital One
12.2021 - 04.2024
Fraud Intake Coordinator
Capital One Labs
09.2019 - 12.2021
Senior Personal Financial Assistant
Intouch Credit Union
03.2017 - 12.2017
Legal Collections Associate
Portfolio Recovery Associates, LLC
09.2014 - 06.2016
Personal/Business Banker
Wells Fargo Bank, N.A.
12.2010 - 03.2014
Associates Of Arts - General Studies
Community College of Southern Nevada