DOMINIQUE LANE
JACKSONVILLE
Summary
Recognized for delivering high-quality service in fast-paced, high-volume environments while maintaining accuracy, compliance, and professionalism. Skilled in resolving complex inquiries, interpreting financial and healthcare information, and navigating regulatory requirements with sound judgment. Thrives under pressure, adapts quickly to changing priorities, and consistently earns strong performance ratings for quality and efficiency. Detail-oriented and results-driven, with strong communication skills and a commitment to continuous professional growth.
Overview
6
6
years of professional experience
Work History
Fidelity’s Licensing Accelerator Program (SIE®)
Fidelity Investments
Jacksonville
12.2025 - 02.2026
- Selected for competitive Licensing Accelerator Program at Fidelity Investments focused on SIE® preparation and financial services career development.
- Completed intensive training in securities regulations, investment products, and client relationship management.
- Built foundational knowledge in portfolio construction, retirement planning, and risk assessment.
- Demonstrated commitment to professional licensing and regulatory excellence.
- Practiced client-focused financial conversations in simulated advisory scenarios.
MSR 2 ACCOUNT SERVICES
Navy Federal Credit Union
11.2022 - 03.2025
- Assisting in answering customer questions over the phone in a high call volume setting.
- Answered questions related to accounts including balances, payoff and online banking.
- Educate members on how to properly use and navigate online website and mobile app.
- Provide answers and assistance members questions/concerns, utilizing resources and manuals.
- Using good judgement and exercise decision making skills, for fraudsters.
- Adherence to all Navy Federal Credit Union Procedures.
- Supports full servicing of checking, money market, business checking products.
- Provided world-class member service.
LOAN MODIFICATION SPECIALIST
Wells Fargo
06.2020 - 10.2022
- Dealt with customer complaints as well as urgent requests and needs.
- In charge of originating, reviewing, processing, closing, and administering customer loan proposals.
- Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Increased productivity through practicing up-to-date call scripts and a high level of call control.
- In charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
- Maintained order efficiency and accuracy through clear communication with underwriters.
- Effectively responded to customer requests via phone and email as well as answered questions and inquiries.
Pharmacy Benefits Representative
OptumRx Mailing Pharmacy
Jacksonville
11.2019 - 04.2020
- Handling high-volume inbound calls
- Explaining pharmacy benefits, coverage, copays, deductibles
- Assisting with prescription claims and prior authorizations
- Resolving billing or eligibility issues
- Coordinating with pharmacies, providers, and insurance plans
- Documenting calls accurately in CRM systems
- Maintaining HIPAA compliance
- Educated clients about available benefits and services, fostering informed decision-making and improved user experience.
- Assisted members with pharmacy benefit inquiries, ensuring accurate information was provided to enhance customer satisfaction.
Education
High School Diploma -
Bridge To Success
SIE
Skills
- Customer Service
- Problem Solving
- Communication
- Crisis Intervention
- Case Management
- Documentation
- Multi-line Phone Systems
- Online Banking
- Loan Processing
- Customer Complaints Resolution
- Account Services
- Call center operations
- Conflict resolution
- Adaptability
- Relationship building
- Remote office availability
- Analytical thinking
- Regulatory awareness (HIPAA compliance)
- Client-facing communication
- Conflict resolution
- Attention to detail
- Multitasking under pressure
- Professional maturity
- Securities regulations
- Investment products
Timeline
Fidelity’s Licensing Accelerator Program (SIE®)
Fidelity Investments
12.2025 - 02.2026
MSR 2 ACCOUNT SERVICES
Navy Federal Credit Union
11.2022 - 03.2025
LOAN MODIFICATION SPECIALIST
Wells Fargo
06.2020 - 10.2022
Pharmacy Benefits Representative
OptumRx Mailing Pharmacy
11.2019 - 04.2020
High School Diploma -
Bridge To Success
SIE