Davion Redfearn
Gastonia,NC
Summary
Experienced and knowledgeable professional seeking a position that will allow me to contribute my strong organizational and customer service skills. Ability to multitask to complete all responsibilities and duties in a timely manner. Detail oriented individual with strong verbal, communication, and time management skills. Highly motivated performer with a desire to learn and add value to an organization immediately.
Financial professional equipped to tackle complex financial crimes. Skilled in risk assessment, fraud detection, and regulatory compliance. Strong focus on collaborative team efforts and delivering impactful results. Adaptable, dependable, and ready to address evolving challenges.
Overview
13
13
years of professional experience
Work History
Financial Crimes Specialist 2 (Managed Resource)
Wells Fargo
01.2019 - Current
- Provides timely and accurate solutions for customer service requests, while demonstrating a high level of empathy, professionalism and respect.
- Reviews, verifies and/or identifies customer transactions to detect/prevent financial crimes activities, policy violations and/or suspicious situations in order to mitigate and/or recover losses.
- Knowledge and understanding of ATM, ACH, or check fraud/debit card claim processing
- Knowledge and understanding of card industry fraud detection or chargebacks
- Monitors and reviews more complex account activity and claims requiring research that may involve multiple transaction channels and products.
- Uses a variety of sources for information, including multiple online systems and tools/models that are more complex. Document research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse.
- May contact a variety of sources to gather information; may contact customers and/or vendors to verify transactions; may analyze account information for close account determination
- Balances exceptional customer service with strong investigative research while answering incoming calls in a call center environment from internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, or unusual activity on their accounts or are experiencing an immediate financial crisis. Effectively authenticates the identity of customers to prevent further fraudulent account activity. Captures all pertinent information from customer about their claim, conducts research, and decisions or provides updates on status of new and existing claims. Utilizes expertise in all applicable rules, regulations, and procedures to mitigate risk of loss to both our customer and to Wells Fargo and to ensure strict compliance with all regulations and procedures.
Member Service Relations
Convergys
01.2016 - 01.2019
- Interface with customers via inbound or outbound calls or the Internet for resolving routine problems with products or services.
- Facilitated meetings, including meetings with various levels of managers as well as Legal & Compliance partners
- Handled a high influx of inbound calls within a call center environment
- Respond to customer inquiries and request, resolved issues efficiently and professionally
- Research and analyze technical problems with equipment and/ or services
- Review billing/ payment; demonstrate best judgment with disbursement of adjustments and credits
- Scheduled service/ trouble calls based upon customers’ needs
- Provide information on new products and services, plans through up selling opportunities
Data Entry Operator
JP Morgan Chase
01.2015 - 01.2016
- Provides timely and accurate solutions for customer service requests, while demonstrating a high level of empathy, professionalism and respect.
- Keyed and checked accuracy of alphanumeric data from paper telephone and electronic sources into various computer databases.
- Rectified errors and problems per company data entry protocols.
- Researched and interpreted company information to clarify correct keying procedures.
- Assisted newer data entry operators as required.
Assistant Manager
Dollar General
01.2013 - 01.2015
- Supervise the activities of the staff on a daily basis
- Ensure that all departmental sales goals are met effectively
- Establish daily production schedules and ensure that all priorities are set efficiently
- Determine and implement departmental procedures as deemed appropriate
- Allocate and monitor work activities
- Develop employee schedules and ensure compliance
- Analyzed and organized process and procedures
Education
B.S. - Criminal Justice
Central Piedmont Community College
01.2015
Skills
- Research & Analysis
- Effective Communication
- Risk Management
- Ability to adapt to any work environment
- Team Building & Motivation
- Policy & Procedure Development
- Problem Solver
- Proven Leader
- Special Projects
- Regulatory Compliance
- Ability to Multi-Task
- Financial Services & Products
Timeline
Financial Crimes Specialist 2 (Managed Resource)
Wells Fargo
01.2019 - Current
Member Service Relations
Convergys
01.2016 - 01.2019
Data Entry Operator
JP Morgan Chase
01.2015 - 01.2016
Assistant Manager
Dollar General
01.2013 - 01.2015
B.S. - Criminal Justice
Central Piedmont Community College
HIGHLIGHTS OF INTEGRITY
- Organized, strong communication and research skills, self-motivated
- Creative, resourceful, and thorough in completing any task
- Independent and team player, great at multitasking, marketable
- Energetic, hardworking, willing to learn and accept constructive criticism