Donna Evans
West Jordan,UT
Summary
Detail oriented financial services professional with 15+ years of experience spanning mortgage servicing and banking operations. Background includes REO asset management and negotiation at Select Portfolio Servicing, as well as fraud investigation, Reg E dispute resolution, and quality assurance monitoring at Discover Financial.
Proven ability to manage high volume back office case work, ensure regulatory compliance, and deliver accurate, data driven decisions. Recognized for strong communication, adaptability, and consistent top tier performance.
Overview
26
26
years of professional experience
Work History
Process Review Specialist
Discover Financial Services, DFS
West Valley City, UT
04.2016 - Current
- Perform quality assurance monitoring on Reg E dispute cases to assess accuracy and regulatory compliance.
- Identify issues and escalate risks appropriately to leadership.
- Manage high volume case work, completing 70+ reviews a day, while meeting quality and regulatory requirements.
- Adapt quickly to evolving policies, fraud trends and operational changes.
Reg E Dispute Specialist
Discover Financial Services, DFS
West Valley City, UT
04.2016 - Current
- Reviewed fraud claims and Reg E disputes and all types of transactions including ACH, ATM, Zelle and POS with a strong focus on compliance and accuracy.
- Performed account research along with merchant responses to support case investigations and determine best resolution, for both the company and the customer's best interests.
Fraud Prevention Specialist
American Express
Salt Lake City, UT
05.2012 - 12.2015
- Analyzed transaction patterns to identify potential fraud risks and mitigate losses.
- Placed outbound calls and took inbound calls from customer's reporting fraud on their card.
Customer Service Associate
Morgan Stanley
Salt Lake City, UT
12.2010 - 01.2011
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Managed client inquiries and resolved issues efficiently, ensuring high satisfaction rates.
REO Asset Manager
Select Portfolio Servicing
Salt Lake City, UT
03.2000 - 08.2010
- Managed REO assets and supported end to end process management for property disposition.
- Conducted data analysis and documentation to support pricing, compliance and decision making.
Education
High School Diploma -
Rolla Vocational
Rolla, MOSkills
Goal driven
Self managing
Manage time wisely
Receptive to feedback
Learn and apply new skills quickly
Thrive in a high volume work environment
Welcome new challenges
Quickly implement ideas and decisions
Timeline
Process Review Specialist
Discover Financial Services, DFS
04.2016 - Current
Reg E Dispute Specialist
Discover Financial Services, DFS
04.2016 - Current
Fraud Prevention Specialist
American Express
05.2012 - 12.2015
Customer Service Associate
Morgan Stanley
12.2010 - 01.2011
REO Asset Manager
Select Portfolio Servicing
03.2000 - 08.2010
High School Diploma -
Rolla Vocational