Howard Choate IV
Fort Washington,MD
Summary
Goal-oriented professional seeking to leverage extensive customer service skills in a dynamic role within the department. Detail-oriented and self-motivated, with a proven track record in the banking industry. Adept at fostering positive client relationships and enhancing customer satisfaction. Strong communicator with expertise in both oral and written communication, alongside a solid ability to analyze problems and implement effective resolutions. Committed to contributing to team success while excelling in independent tasks.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Customer Protection Senior Coordinator
Capital One Bank
Laurel Maryland
01.2021 - Current
- My responsibility in this position is to assist customers with inquiries related to potential fraud concerns with care and efficiency. Detected fraudulent activities on accounts through thorough analysis. Informed customers about current fraud trends and prevention strategies. Offered compassionate support to customers during difficult situations.
- Utilize fraud prevention software to monitor transactions in real-time.
- Contact customers directly to notify of fraudulent activity and minimize impacts.
- Minimize losses due to fraud incidents by swiftly identifying patterns of suspicious behavior and taking appropriate action, such as freezing accounts when necessary.
- Maintain accurate records of all investigations, ensuring compliance with regulatory requirements and facilitating seamless communication between different departments involved in fraud prevention efforts.
Call Center Senior Coordinator
Capital One Bank
Laurel Maryland
01.2019 - 01.2021
- In this position my responsibilities were to handle incoming calls in a supervisory capacity to resolve customer issues through active listening and effective communication techniques. Supported associates by providing guidance on bank policies and best practices for customer interactions.
- Resolved complex customer issues while fostering strong relationships with customers.
- Managed escalated customer interactions with a focus on maintaining a professional tone and fostering resolution.
- Provided thorough explanations of intricate issues to customers, leveraging resources to enhance problem-solving effectiveness.
- Provided mentorship and support to new employees, ensuring a smooth transition into company culture and practices.
Call Center Coordinator
Capital One Bank
Laurel Maryland
01.2013 - 01.2019
- In this position my responsibilities were to mange customer inquiries related to a range of banking products. Leveraged problem-solving skills and resources to address customer requests efficiently. Fostered a positive environment to enhance customer satisfaction on every call.
- Analyze situation based on customer needs to effectively implement solutions
- Maintain a professional tone throughout customer interactions
- Relating information to customers thoroughly
- Assisting teammates and new hires with best practices
Home Loans & Insurance/Home Retention Specialist
Bank of America
Greensboro North Carolina
01.2009 - 01.2013
- My primary responsibilities in this position include resolving late stage delinquencies on home loans through both inbound and outbound collections calls. I work with customers to help them understand their mortgage terms, review delinquency patterns and negotiate payment arrangements. In addition, I strive to bring customer accounts to current status by offering different options including repayment or workout plans.
- Conducts financial needs analysis and recommends appropriate programs to meet client needs
- Handles extensive research requirements for more complex billing problems and inquiries
- Works in multiple stages of delinquency, up to and including charged off accounts
- Coaches and present quality techniques to new hires following completion of the training process
Account Manager (2nd Liens)
Bank of America
Greensboro North Carolina
2009 - 2013
- In this position I served as the single point of contact and trusted advisor for borrowers involved in the default servicing lifecycle. I worked closely with process support staff that are able to assist with non-customer facing activities, such as pre-validation document checking, impounding, escrow, and investor approvals. Ability to clearly communicate the customer's current status and the steps that are required in order for us to make a Fair, Fast and Final decision
- Oversee a broad set of activities that include managing a portfolio of loans in default, loan modifications, and foreclosure
- Manages more complex account relationships with emphasis on financial analysis and credit action
- Success Metrics include number of decisions made in a day, answering 80% of calls in 20 seconds
- Serves as a liaison to administrative areas within the bank
Resident Counselor
Genesis Professionals
Greensboro North Carolina
01.2008 - 01.2009
- My primary responsibilities in this position included assisting in screening, evaluation and orientation of at risk teens. Disciplined youths and recommend or initiate other measures to control behavior. I planned and led recreational activities and participated in or instructed youth games. In addition I provided individual and group counseling to residents.
- Assists with housekeeping duties in youth living areas
- Ensures safe environment for fellow employees and residents
- Gives instructions to youths regarding desirable health and personal habits
- Prepares youths each morning and ensure youth are dressed, fed and ready for school or other activity
- Completes weekly and monthly program reports
Sales Associate
Circuit City
Gaithersburg Maryland
01.2006 - 01.2008
- My primary responsibilities in this position included helping in meeting store sales goals. Being knowledgeable in electronics and making myself approachable to customers so that I can answer any questions thoroughly and accurately. I seized opportunities for potential sales and helped customers find products that meet their needs. In addition as a sales associate I made customers enthusiastic about the electronic products by describing product features, performing demonstrations, mentioning sales and promoting the value of their products. Also watch out for thefts and notify security or police if they see any suspicious activity
- Maintain and restock inventory
- Scheduled appointments with customers for merchandise instillation
- Placed orders to restock merchandise and handled receiving of products
- Set-up displays and attended customer requests for information
- Provide customer service in fast-paced atmosphere
Education
Some College (No Degree) -
Montgomery College
Rockville, MDHigh School Diploma -
Quince Orchard High School
Gaithersburg, MD06-2006
Skills
- Microsoft Office, Access, Excel, PowerPoint, CROSS, BOSS, ALS Early Resolution, EMPOWER, Armadillo, CRweb, Acquire, ImageSoft, Touchpoint, Issuer Direct, Iris, Care Online, ClearClaims, TimeOne, Work Day, Extra, Verid, Innovis, CMSE, PartnerCare, Sassy, Amazon Connect, Profile EASE, DSS Web Entry, Compass, EASE, Lexis Nexis, CMSE, Workday
Certification
CA120 Intro to Computer Applications
Timeline
Customer Protection Senior Coordinator
Capital One Bank
01.2021 - Current
Call Center Senior Coordinator
Capital One Bank
01.2019 - 01.2021
Call Center Coordinator
Capital One Bank
01.2013 - 01.2019
Home Loans & Insurance/Home Retention Specialist
Bank of America
01.2009 - 01.2013
Resident Counselor
Genesis Professionals
01.2008 - 01.2009
Sales Associate
Circuit City
01.2006 - 01.2008
Account Manager (2nd Liens)
Bank of America
2009 - 2013
Some College (No Degree) -
Montgomery College
High School Diploma -
Quince Orchard High School