Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Cynthia Coleman

Summary

SENIOR FINANCIAL & CUSTOMER SERVICE LEADER Highly motivated and results-driven professional with 15+ years of progressive experience in financial services, banking operations, insurance advocacy, and team leadership. Proven success in fraud prevention, operational efficiency, and regulatory compliance. Expert in navigating complex financial regulations and improving customer satisfaction across high-volume environments. Adept at managing performance, leading teams, and serving as a Certified Notary Public.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Assistant Manager

FlagStar Bank
South Bend, IN
09.2022 - 01.2025
  • Lead operational excellence by supporting the Branch Manager to ensure the team consistently met/exceeded performance targets and maintained rigorous operational standards.
  • Drove customer satisfaction by personally handling escalated issues and mentoring team members on delivering an exceptional customer experience.
  • Managed daily branch operations, including opening/closing procedures, vault reconciliation, and adherence to all banking policies and security protocols.

Customer Service Advocate

Cigna
South Bend, IN
03.2022 - 09.2022
  • Resolved complex healthcare inquiries for members and providers regarding claims determination, payment processing, and medical/dental coverage.
  • Educated members on the nuances of tax-advantaged accounts, including HRA, FSA, and HSA, ensuring maximum benefit utilization and compliance.
  • Efficiently managed the authorization process by assisting members with pre-certifications and specialist referrals.

Service Manager

Wells Fargo
South Bend, IN
12.2020 - 04.2022
  • Mitigated financial loss by expertly identifying 'red flags' and implementing detection protocols to prevent internal and external fraud.
  • Ensured 100% transaction compliance across all operations by verifying adherence to complex company policies and federal regulations.
  • Improved team efficiency by assisting tellers with complex reconciliation issues and providing on-the-spot corrections and training.

Tax Analyst

PayCom
11.2019 - 03.2020
  • Conducted in-depth research and resolution for Prior Period Adjustments (PPAs) to ensure accurate tax filings.
  • Prepared and amended tax adjustments while strictly verifying all procedures followed company policy and IRS regulations.
  • Utilized Microsoft Excel to analyze and manage payroll tax data, ensuring meticulous attention to detail.

Teller Manager

Key Bank
South Bend, IN
04.2014 - 10.2019
  • Directed a team of tellers, overseeing all front-line operations, including scheduling, daily assignments, and performance reviews.
  • Maintained operational integrity by leading team training on critical operational, procedural, and policy updates, ensuring immediate implementation.
  • Executed security measures to identify and deter fraudulent activities, protecting the bank from potential losses over a five-year tenure.

Manager

Body Central
South Bend, IN
06.2009 - 06.2013
  • Directed day-to-day store operations, including creating employee work schedules, managing staff, and leading customer service initiatives.
  • Conducted detailed inventory checks and implemented loss prevention strategies to safeguard store assets.

Education

Criminal Justice

Ivy Tech Community College of Indiana
South Bend, IN

Skills

  • Policy compliance
  • Operational management
  • Risk mitigation
  • Performance analysis
  • Fraud prevention
  • Staff development
  • Attention to detail
  • Time management

Certification

  • Certified Notary Public
  • NMLS

Timeline

Assistant Manager

FlagStar Bank
09.2022 - 01.2025

Customer Service Advocate

Cigna
03.2022 - 09.2022

Service Manager

Wells Fargo
12.2020 - 04.2022

Tax Analyst

PayCom
11.2019 - 03.2020

Teller Manager

Key Bank
04.2014 - 10.2019

Manager

Body Central
06.2009 - 06.2013

Criminal Justice

Ivy Tech Community College of Indiana

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