Dawn Price-Faucette
Greensboro
Summary
Dedicated banking professional with extensive experience in teller supervision, financial crimes investigations, collections, and loan processing. Known for delivering exceptional customer service, coaching frontline staff, and maintaining strong operational accuracy in fast-paced branch and back-office environments. Skilled in cash-handling oversight, risk detection, regulatory compliance, and resolving complex account issues. Proven ability to lead teams, support process improvements, and ensure adherence to organizational and regulatory standards while fostering a positive, service-oriented customer experience.
Overview
18
18
years of professional experience
3993
3993
years of post-secondary education
Work History
COLLECTIONS SPECIALIST II
BANK OF AMERICA
Greensboro
09.2023 - Current
- Manage early to late stage delinquent accounts by contacting customers to negotiate repayment, identify hardship situations, and offer appropriate solutions while following bank and regulatory guidelines.
- Review customer account activity, payment history, and risk indicators to determine the best resolution path and reduce delinquency exposure.
- Document all customer interactions, payment arrangements, and account updates accurately in internal systems to ensure compliance and audit readiness.
- Communicate clearly and professionally to de-escalate challenging calls, educate customers on account status, and guide them through repayment or recovery options.
- Adhere to FDCPA, privacy rules, and Bank of America policies while maintaining a strong focus on customer experience and reduced financial loss.
- Collaborate with internal partners—including Loss Mitigation, Customer Service, and Risk teams—to resolve complex cases and support customers through financial challenges.
- Meet or exceed productivity, call quality, and resolution targets in a high-volume, metrics-driven environment.
FINANCIAL CRIMES SPECIALIST III
WELLS FARGO
Winston-Salem
05.2016 - 09.2023
- Conducted in-depth investigations into suspected fraud, AML activity, elder exploitation, account abuse, and unusual transaction patterns to determine potential financial-crime risk.
- Reviewed account activity, transactional behavior, customer profiles, and documentation to identify red flags and escalate cases requiring enhanced due diligence.
- Prepared comprehensive investigative summaries and SAR-related documentation in accordance with regulatory guidelines and internal policies.
- Collaborated with internal partners—including Fraud Prevention, Risk, Compliance, and Branch Leadership—to gather information, resolve account concerns, and mitigate ongoing risk.
- Utilized multiple internal systems and investigative tools to analyze data, validate customer information, and support case findings.
- Ensured adherence to BSA/AML, OFAC, sanctions screening, and fraud-prevention policies while maintaining accuracy, confidentiality, and regulatory compliance.
- Provided informal coaching and guidance to peers on investigative techniques, case documentation standards, and system navigation to support team performance.
- Managed high-volume caseloads while meeting productivity, quality expectations, and strict deadlines in a regulated environment.
HOME EQUITY LOAN PROCESSOR
WELLS FARGO
Roanoke
11.2013 - 05.2016
- Processed and reviewed Home Equity Line of Credit (HELOC) and Home Equity Loan applications, ensuring accuracy, completeness, and compliance with internal and regulatory requirements.
- Verified income, credit, property valuations, and collateral documentation to support sound lending decisions.
- Coordinated with underwriters, appraisers, title companies, and customers to gather required documentation and resolve discrepancies.
- Reviewed tax returns, pay stubs, W-2s, and property records to confirm eligibility and loan terms.
- Monitored loan pipelines and prioritized workload to meet strict closing deadlines and maintain service-level standards.
- Provided exceptional customer service by explaining loan terms, addressing documentation questions, and communicating application status updates.
- Ensured compliance with lending regulations, privacy standards, and bank policy while maintaining high accuracy in document handling and data entry.
- Collaborated with branch staff and loan officers to support efficient loan processing and improve customer experience.
DISABILITY CLAIMS SPECIALIST
Sedgwick
Greensboro
12.2007 - 11.2013
- Managed a high-volume caseload of short-term and long-term disability claims, reviewing medical records, employer documentation, and policy guidelines to determine eligibility and benefit approval.
- Communicated frequently with claimants, physicians, employers, and internal partners to obtain necessary information, clarify claim details, and ensure accurate claim handling.
- Evaluated medical reports, functional assessments, and occupational requirements to make informed decisions on benefit duration and return-to-work plans.
- Documented all claim activity and decisions in accordance with Sedgwick standards, regulatory requirements, and confidentiality protocols.
- Provided clear, compassionate explanations of claim outcomes and next steps to individuals experiencing medical or work-related challenges.
- Collaborated with clinical resources and vocational specialists to support case reviews, mitigate risk, and promote timely recovery outcomes.
- Met or exceeded productivity and quality standards by maintaining organized workflows, timely follow-ups, and consistent case progression.
Education
BACHELOR - BUSINESS
NORFOLK STATE UNIVERSITY
VaHIGH SCHOOL DIPLOMA -
MARTINSVILLE HIGH SCHOOL
VaSkills
- Banking & Branch Operations
- Leadership & Coaching
- Financial Crimes & Compliance
- Call center experience
- Active listening
- Lending & Processing
- Collections & Recovery
Timeline
COLLECTIONS SPECIALIST II
BANK OF AMERICA
09.2023 - Current
FINANCIAL CRIMES SPECIALIST III
WELLS FARGO
05.2016 - 09.2023
HOME EQUITY LOAN PROCESSOR
WELLS FARGO
11.2013 - 05.2016
DISABILITY CLAIMS SPECIALIST
Sedgwick
12.2007 - 11.2013
BACHELOR - BUSINESS
NORFOLK STATE UNIVERSITY
HIGH SCHOOL DIPLOMA -
MARTINSVILLE HIGH SCHOOL