Summary
Overview
Work History
Education
Skills
Accomplishments
Position Held
Timeline
Generic

Christopher Frye

Summary

Resourceful Banking Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing comprehensive solutions.

Overview

8
8
years of professional experience

Work History

Advocacy Specialist III- Member Advocacy Team

USAA Federal Savings Bank
06.2022 - Current

Retail Deposit /Credit Card Specialist

USAA Federal Savings Bank
10.2015 - 07.2022

Property and Casualty Claims First Notification of Loss Assistance

USAA
10.2017 - 01.2018

Equity Loss Mitigation Specialist/ MDS/ Professional Rotation

USAA
12.2016 - 04.2017

Education

High School Diploma -

Floyd E Kellam
Virginia Beach, VA
06.2001

Skills

  • Proficient in Microsoft Office Suite, CACS, ALS and Pacer
  • Quality Assurance
  • Root Cause Analysis
  • Customer Relations
  • Quality Assessment
  • Expert Problem-solving
  • Critical Thinking
  • Issue Research
  • Process Analysis and Improvement

Accomplishments


  • Active contributor in USAA Cares assistance program and United Way giving campaigns.
  • Proud member of BOLD and ELEVATE, internal groups for diversity and inclusion.
  • CEO recognition for outstanding complex escalation resolution during 2nd quarter corporate meeting broadcasted for all USAA employees.
  • Effectively identified internal bank process gaps during the first, second and third quarters of 2023 leading to implemented process improvements.

Position Held

  • USAA, San Antonio, Tx, Advocacy Specialist III, 06/22-Current: Provides timely, accurate and compliance responses for complaints evaluated and addressed to USAA's Executive Management Group, Chairman and Board of Directors, general consumers, and regulatory agencies. Applies knowledge of the regulatory landscape to ensure proper compliance with internal processes and laws. Retail Banking Quality Assurance experience includes reviewing frontline member service representative call recordings for accuracy, compliance, and consistent execution of internal processes and regulations to mitigate risk. Submits coaching feedback to management when errors are identified. Follows written risk and compliance policies and procedures for business activities. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled. Performs initial review of complainant submission and works in partnership with team members to fulfill the end-to-end process and provide a satisfactory member resolution when possible. This includes identifying and escalating compliance opportunities as needed.
  • USAA, San Antonio, TX, Retail Deposit /Credit Card Specialist, 10/2015-06/2022: Reviewed and maintained unsecured and secured lines of credit, deposit accounts, certificate of deposits and IRA's. Administer support for members navigating digital avenues. Efficient usage of resources to maintain and control risk linked to bank business and activities. Expressed empathy with membership and assisted in creating complex solutions for life events. Identified opportunities to strengthen USAA member relations through comprehensive accounting servicing skill set. Ensured compliance with internal and federal regulatory retail banking policies and standards not limited to Regulation E and Z. Effectual fraud and dispute review through extensive account evaluation, merchant inquiry and proficient documentation. Functioned as liaison between back office teams and front line servicing for account updates related to disputes, fraud and account adjustments.
  • USAA, San Antonio, TX, Equity Loss Mitigation Specialist/ MDS/ Professional Rotation, 12/2016-04/2017: Provided members with assistance for home equity and mortgage loan short sale and foreclosures support through a provision of loss mitigation services and products, Displayed compliance with USAA Loss Mitigation standards and regulations. Facilitated negotiations between lenders and homeowners for settlement agreements. Conducted daily request for documentation from city and legal counsel for record attainment regarding property appraisals, loan payoff and status , and property tax assessments and existing property liens. Proficient utilization of internal programs such as CACS , Session B, ALS and Pacer
  • USAA, San Antonio, TX, Property and Casualty Claims First Notification of Loss Assistance, 10/2017-01/2018: Provided support for P&C claims during Hurricane Harvey and California wildfires. Processed incoming claims for First Notification of Loss (FNOL). Accurately logged and payout for associated claims not handled by adjusters. Demonstrated empathy while creating rapport with members experiencing hardships relating to natural disasters. Skilled utilization of internal programs for claims submission and reimbursement. Active liaison between First Notification of Loss representatives and claims adjusters assigned to Catastrophe Loss Team.

Timeline

Advocacy Specialist III- Member Advocacy Team

USAA Federal Savings Bank
06.2022 - Current

Property and Casualty Claims First Notification of Loss Assistance

USAA
10.2017 - 01.2018

Equity Loss Mitigation Specialist/ MDS/ Professional Rotation

USAA
12.2016 - 04.2017

Retail Deposit /Credit Card Specialist

USAA Federal Savings Bank
10.2015 - 07.2022

High School Diploma -

Floyd E Kellam
Christopher Frye