Chaundai Todd
Birmingham,AL
Summary
Results-driven financial specialist with over 4+ years in financial services, collection, and customer care management Strategic and conceptual thinker with the ability to maximize customer relations by utilizing positive problem-solving techniques to meet organizational goals. The proven track record for streamlining and strengthening financial/accounting operations in diverse, global organizations while providing quality customer service.
Overview
12
12
years of professional experience
Work History
Subrogation Adjuster
Kemper Insurance
09.2021 - 01.2024
- Review claim files to identify, evaluate, analyze and interpret subrogation potential
- Coordinates appropriate steps to secure evidence and ensure pursuit, development, and recovery claims
- Analyze claims and determines necessity to pay, deny, or refer claims for processing
- Records and processes all recovery payments
- Ensures policy holders are reimbursed the deductible amounts
- Efficiently and effectively utilizes multiple Carrier and Kemper Claims Information Systems/Programs to accurately maintain subrogation files and diaries
Financial Crimes Specialist
Wells Fargo
01.2019 - 05.2021
- Upheld strict financial controls by keeping funds secure and accurately transferring monies
- Handled inbound calls dealing with customers’ accounts concerning fraud situations
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets
- Completed special procedures for customers such as stopping payments
- Established oral and written communications with merchants, customers, clients, law enforcement Agencies and VISA/MasterCard
- Maintained fraudulent activity files, records, data bases, reconcile and summarize fraud losses
- Included review of customer deposits to detect potential fraud situations, researching and analyzing moderately complex account activity using various resources and tools, including multiple online Systems, identifying potentially fraudulent activity and taking appropriate action
- Trained and used daily regulation e, a federal regulation for financial
- Checked amount details and fraud markers for transaction papers such as checks and money orders
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents for the financial institution’s investigation
- Analyzed financial statements, bank records, and government databases to identify fraud and other Instances of financial crimes
Phone Banker I & II
Wells Fargo
11.2015 - 01.2019
- Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards
- Used CRM system daily to maximize service opportunities and enhance communication
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services
- Stayed current on changing products, services and policies to offer exceptional service to customers
- Processed paperwork for new accounts and transactions with high degree of accuracy
- Helped customer’s complete online banking services and assisted with user access problems such as forgotten passwords
- Evaluated viability of funding sources and destinations to proactively detect fraud
- Uphold strict security procedures to verify identities when completing actions for members and giving out private banking information
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support
- Connected callers with appropriate professional, department or business
- Supported customers by managing 30 calls per day efficiently while maintaining professionalism and upbeat tone
- Handled over 30 incoming telephone calls, emails and chat requests
Debt Collector | Debt Collector Account Manager
Portfolio Recovery
01.2012 - 08.2015
- Monitored accounts for compliance with established payment plans and flagged those in violation
- Monitored call reports to make sure collectors are making a certain amount of calls each day
- Trained new team members on scripts, company services and performance strategies and provided mentoring
- Used scripted conversation prompts to convey current account information and obtain payments
- Worked in call center environment handling manual and automatically dialed outbound calls
- Make sure employees comply with company policies when contacting individuals and other companies to collect past due balances that are owed
- Maintained high volume of calls to meet demands of busy group
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
Education
High School - Diploma
Woodlawn High School
Birmingham, AL05.2005
Skills
- FINANCE
- COMMUNICATION
- LEADERSHIP
- INSURANCE
- Customer Service representatives
- Fraud Specialist
Timeline
Subrogation Adjuster
Kemper Insurance
09.2021 - 01.2024
Financial Crimes Specialist
Wells Fargo
01.2019 - 05.2021
Phone Banker I & II
Wells Fargo
11.2015 - 01.2019
Debt Collector | Debt Collector Account Manager
Portfolio Recovery
01.2012 - 08.2015
High School - Diploma
Woodlawn High School
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