Jasmine Riddick
Glen Allen
Summary
Proven ability to deliver superior client service, cultivate strong business relationships and resolve issues in a way that propels innovation and growth. Energetic achiever who inspires and motivate team members, successfully manages multiple priorities, and performs under pressure in a fast paced environment. Adapt easily to new concepts, training and responsibilities.
Overview
16
16
years of professional experience
Work History
Fraud Account Specialist
Capital One
Glen Allen, VA
04.2022 - Current
- Detects, analyzes, and investigates unauthorized activity on customer accounts to prevent financial loss and identity theft. They handle high-volume, inbound customer calls, review transactions, and work with internal teams to resolve disputes.
- Analyzing suspicious transactions, gathering evidence, and validating if transactions are unauthorized.
- Responding to inquiries from clients regarding fraudulent charges and providing solutions.
- Securing accounts, initiating investigations, and processing fraud claims.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
Securities Operations Service Specialist 3
Wells Fargo Advisors
Glen Allen, VA
09.2018 - 05.2021
- Support of Advisory Account set-up and maintenance tasks for WFA’s Financial Advisors and branch staff
- Perform a variety of operational tasks for complex securities or cash related transactions or processes that require extensive knowledge of unit functions and systems.
- Differentiating, processing and reconciling transactions
- Researching inquires; resolving customer complaints
- Reviewing time sensitive and/or complex documents
- Coordinates situations involving multiple departments
- Creating or revising departmental procedures
- Extensive internal client/customer contact
- Responding to branch inquiries, and requests of client accounts
- Processed and reconciled daily securities transactions to ensure accuracy and compliance with regulatory standards.
- Implemented best practices for risk management, enhancing controls and reducing operational errors in transaction processing.
- Analyzed transaction data to identify trends, supporting strategic decision-making for process improvements and cost reductions.
Executive Office- Research Remediation Rep. 3
Wells Fargo & Co.
Glen Allen, VA
01.2015 - 01.2018
- Take inbound calls from customers and team members to resolve complex customer complaints
- Research product information, terms, conditions, contracts, etc.
- Resolve complex problems and inquiries
- Resolve escalated calls violating regulations or legal threats
- Respond independently to inquiries and complaints from external customers (including customers, merchants, clients, and bankers)
- Process complex transactions (including monetary and non-monetary actions)
- Create cases to track customer feedback in the case management system
- Conduct investigative steps to fully identify issues
- Interact with clients, internal departments, and/or external resources to research and resolve complex issues related to complex accounts
- Extensive Training in the following lines of businesses: Customer Service, Online banking, Business Online Banking, Military Banking, Complex/Quicken/ QuickBooks, Mortgage, Credit Card, and Premier Banking.
Banker Coach
Wells Fargo & Co.
Glen Allen, VA
01.2014 - 01.2015
- Coach and support multiple service bankers to achieve individual/ team sales productivity and performance goals
- Provide guidance and assistance to more inexperienced team members
- Ability to work well on a team and have a solid work history
- Responding to escalated inquiries/complaints
- Motivate and support system for New Hires/Team members while exceeding daily goals
- Achieve aggressive sales goals
- Enhance the customer’s relationship with Wells Fargo
- Follow strict procedures for handling various types of inquiries
- Ability to provide exemplary service and product solutions to customers
Phone Banker 1 & 2
Wells Fargo & Co.
Glen Allen, VA
01.2012 - 01.2014
- Enhance the customer’s relationship with Wells Fargo
- Follow strict procedures for handling various types of inquiries
- Ability to provide exemplary service and product solutions to customers
- Working in a fast paced environment
- Meet and exceed goals
- Answering questions for Wells Fargo customers
- Overcoming customers’ banking concerns
- Sell products and services
- Achieve aggressive sales goals
- Customer interaction over the phone
Front Desk Supervisor
Beaufont Towers
Richmond, VA
01.2010 - 01.2012
- Collect, count, and disburse money
- Communicate with customers, employees, and other individuals
- Answer telephones, direct calls, and take messages
- Compile, copy, sort, and file records
- Operate office machines
- Compute, record, and proofread data
- Experience leading a team to meet individual goals
- Provide direction to staff and consumers alike
- Receive incoming calls on an auto dialer system to handle customers concerns
- Train new hires ensured compliance procedures were always followed
Education
High School Diploma -
Centura College
Richmond, VA10.2013
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J. Sargeant Reynolds CC
Richmond, VA05.2011
Skills
- Account administration
- Customer relationship development
- Document management
- Microsoft office proficiency
Timeline
Fraud Account Specialist
Capital One
04.2022 - Current
Securities Operations Service Specialist 3
Wells Fargo Advisors
09.2018 - 05.2021
Executive Office- Research Remediation Rep. 3
Wells Fargo & Co.
01.2015 - 01.2018
Banker Coach
Wells Fargo & Co.
01.2014 - 01.2015
Phone Banker 1 & 2
Wells Fargo & Co.
01.2012 - 01.2014
Front Desk Supervisor
Beaufont Towers
01.2010 - 01.2012
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J. Sargeant Reynolds CC
High School Diploma -
Centura College