ANNIE M SHAKOOR
Hermitage,USA
Summary
Analytical professional specializing in fraud prevention and mortgage regulations. Skilled in analyzing loan applications and ensuring compliance while resolving discrepancies to improve operational efficiency and customer satisfaction. Demonstrates adaptability and strong collaboration skills in diverse environments.
Overview
16
16
years of professional experience
Work History
Member Solutions Specialist
717 Credit Union
Warren, Ohio
10.2025 - Current
- Collected on delinquent loans, including consumer loans, Visa accounts, and assigned loans.
- Managed delinquency queues through collection systems by following up via calls and sending correspondence.
- Documented account statuses accurately to secure satisfactory resolutions for delinquent accounts.
- Researched delinquent loan histories to detect errors and understand current account situations.
- Consulted with members requesting payment extensions or skips, processing applications per departmental procedures.
- Reviewed accounts for repossession recommendations, ensuring compliance with procedures and documentation standards.
- Processed ACH payments according to established written procedures for efficiency.
- Identified and resolved accounts requiring skip tracing, bankruptcy, or insurance follow-up.
Mortgage Loan Processor
HomePromise Corporation
Youngstown, OH
03.2025 - 09.2025
- Gathered and verified documentation: Collected and organized financial documents, including tax returns, credit reports, bank statements, income verification, and appraisals, to ensure accuracy and compliance.
- Reviewing and analyzing loan applications: Checking for completeness, accuracy, and compliance with lending standards and regulations.
- Preparing files for underwriting and approval: Organizing and submitting the complete loan file to the underwriter for review and approval.
- Assisted in resolving discrepancies and issues: Identified and addressed inconsistencies or problems during loan process, ensuring smooth transition to underwriting.
- Communicated with stakeholders: Maintained contact with borrowers, real estate agents, loan officers, underwriters, and other parties to facilitate information gathering and promptly address inquiries.
- Ensuring compliance: Adhering to all industry regulations and internal policies throughout the loan processing stages.
- Monitoring deadlines: Tracking and meeting all critical deadlines related to information submissions, underwriting decisions, and loan closings
Account Verification Center Analyst
Verizon
Wilmington, NC
02.2024 - 09.2024
- Identifying identity fraud on wireline consumer and business accounts.
- Removed negative impacts on credit reports for victims, restoring their financial credibility.
- Prevented internal fraud through thorough compliance checks, safeguarding company integrity.
- Reviewed creditworthiness of return customers and advised on previous balances owed, ensuring informed financial decisions.
- Communicating results to affected victims or potential customers.
Fraud Control Analyst
Verizon
Wilmington, NC
10.2023 - 09.2024
- Monitoring PBX hacking for consumer, business, and government accounts.
- Monitoring calling card hacking for government accounts.
- Monitoring hacking on switch and trunks for major business customers.
- Alerted customers to hacking incidents promptly via phone, email, and letters, enhancing customer awareness and response.
- Educated customers on fixing phone systems to prevent future attacks, reducing vulnerability.
- Conducted follow-up calls to verify completion of customer contact, ensuring effective communication.
- Becoming proficient in multiple billing housing systems dependent upon which customer was affected.
- Issuing credits and adjustments to affected customers.
Business Fraud Coordinator
Verizon Wireless
Wilmington, NC
08.2023 - 09.2024
- Monitored fraud in business and government accounts, notifying customers and business representatives of potential fraud while verifying orders to prevent losses.
- Identified and documented fraudulent activities in business and government accounts, facilitating timely investigations.
- Analyzed fraud patterns to detect emerging trends.
- Resolved fraud-related account issues by issuing credits, removing unauthorized lines, and reinstating devices as necessary.
- Supported internal and vendor employees with their customer orders to ensure timely release.
Universal Coordinator
Verizon Wireless
Wilmington, NC
09.2020 - 09.2024
- Prevention of social engineering, identity theft, and network fraud for wireless consumer (non-business and government) customers.
- Acted as subject matter expert for consumer fraud, aiding team decisions with specialized knowledge.
- Managed escalations in fraud department, ensuring timely resolution of urgent customer issues.
- Compiled fraud trend reports to inform strategic decision-making.
- Conducted quality assurance for fraud representatives, delivering feedback to enhance service standards.
- Provided on-the-job training assistance for existing and new fraud representatives.
- Assisted corporate security with internal fraud.
- Applying adjustments to existing customers for fraud.
Universal Retention and Receivable Controls Coordinator
Verizon Wireless
Charleston, SC
03.2015 - 09.2020
- Collected past due balances on delinquent accounts through inbound customer interactions, improving overall account recovery.
- Established long-term payment arrangements for severely delinquent customers, facilitating debt recovery and customer retention.
- Handled escalated issues for collections, retention, and receivable controls departments, ensuring effective resolutions.
- Made critical risk assessment decisions to mitigate churn and minimize bad debt exposure.
- Facilitated debt resolution by presenting settlement offers to customers with charged-off balances.
- Aided in training new receivable control representatives to improve their understanding of processes and procedures.
- Administered issuance of department credits related to receivable controls to maintain financial accuracy.
Receivable Controls Senior Representative
Verizon Wireless
Youngstown, OH
07.2010 - 03.2015
- Serviced accounts flagged for high usage, placing outbound calls or receiving incoming calls to prevent bill shock.
- Analyzed trends in customers' usage patterns to develop solutions to reduce charges.
- Provided solutions and advice to reduce charges and prevent future high charges.
- When solutions were not available collected unbilled charges as a prepayment.
- Educated customers on plans and features for data usage, international calling, roaming, and premium content.
- Managed the addition and removal of global data blocks according to guidelines.
Education
Bachelor of Science (B.S.) - Business Administration
Strayer University
Alexandria, VA08-2019
Skills
- Data verification
- Regulatory Compliance
- Fraud prevention
- Mortgage regulations
- Client relationship management
- Underwriting preparation
- Risk assessment
- Workflow optimization
- Process improvement
- Data management
- Lending software
- Agreement execution
- Property evaluations
- Appraisal review
- Financial paperwork review
- Business Administration
- Client consultation
- Title research
- Verifying information
- Verifying information
Timeline
Member Solutions Specialist
717 Credit Union
10.2025 - Current
Mortgage Loan Processor
HomePromise Corporation
03.2025 - 09.2025
Account Verification Center Analyst
Verizon
02.2024 - 09.2024
Fraud Control Analyst
Verizon
10.2023 - 09.2024
Business Fraud Coordinator
Verizon Wireless
08.2023 - 09.2024
Universal Coordinator
Verizon Wireless
09.2020 - 09.2024
Universal Retention and Receivable Controls Coordinator
Verizon Wireless
03.2015 - 09.2020
Receivable Controls Senior Representative
Verizon Wireless
07.2010 - 03.2015
Bachelor of Science (B.S.) - Business Administration
Strayer University