Darrius Faison
Duluth,GA
Summary
Diligent and forward-thinking professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Virtual Client Solutions
Morgan Stanley
03.2023 - Current
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Discussed financial options with clients and provided informed suggestions.
- Advised clients on available options related to their individual employee stock plan.
- Assisted clients with investments, retirement and estate planning.
Business Credit Card Specialist
Suntrust Bank now Truist
06.2018 - 10.2021
- Assisted customers with questions and inquiries to provide information regarding business credit card accounts.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Built strong relationships with customers to increase retention and loyalty.
- Recommended products and services to meet customers' credit card and banking needs.
- Implemented strategies to reduce risk of credit card fraud and identity theft.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
- Monitored existing customer accounts for continued creditworthiness based on analysis of past performance and current information.
Sr. Fraud Recovery Representative
Capital One
03.2016 - 06.2018
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Worked with third-party vendors to access and analyze data and systems.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Summarized all key information regarding investigation into detailed report for delivery to client.
Auto & Property Insurance Specialists
USAA, Property Insurance Specialists
03.2014 - 03.2016
- Generated quotes and proposals for clients to match individual needs.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Recommended type and amount of coverage based on analysis of customers' circumstances.
- Collected premiums on or before effective date of coverage.
Member Care Advocate II
GTE Financial
11.2012 - 03.2016
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Educated customers about available services, products and bank resources.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
- Reviewed information in customer accounts and made recommendations for new products and services.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Maintained accurate records of customer transactions in line with bank procedures.
- Assisted with training of new employees on policies and procedures.
Education
High School Diploma -
Thomas Jefferson High
Tampa, FL05.2007
Skills
- Strong organizational skills
- Active listening skills
- Seasoned in conflict resolution
- Sharp problem solver
- Telecommunication skill
- Customer service expert
- Top sales performer
- Project Management
Certification
FINRA - Securities Industry Essentials
Timeline
Virtual Client Solutions
Morgan Stanley
03.2023 - Current
Business Credit Card Specialist
Suntrust Bank now Truist
06.2018 - 10.2021
Sr. Fraud Recovery Representative
Capital One
03.2016 - 06.2018
Auto & Property Insurance Specialists
USAA, Property Insurance Specialists
03.2014 - 03.2016
Member Care Advocate II
GTE Financial
11.2012 - 03.2016
High School Diploma -
Thomas Jefferson High