JEWEL BROWN

• Determined existing fraud trends by analyzing accounts and transaction patterns.
• Analyze and reviewed highly sensitive investigative material concerning varies parties.

• Inbound and outbound calls to confirm

suspicious activity on accounts.

• Performing full remediation and placing holds and alerts/passwords on accounts for

satety.

• Attending meetings at the beginning and end of each shift ot collaborate no other fraud trends
• Creating cases when discovering fraud so if unable to contact when customer call there is a record of what occurred and why it was flagged for receiving agent to relay.
• Used varies system such as Lexis Nexis, Actimize & Innovis to verify clients and research
• Coordinated with cross-functional teams to develop and implement fraud prevention strategies, enhancing overall security protocols.
• Conducted thorough investigations and data analysis to uncover fraudulent activitics, ensuring compliance with regulatory standards.
• Provided training and mentorship to junior analysts, fostering a knowlodgeable and vigilant team dedicated to fraud prevention.

• Facilitated seamless onboarding and training for new hires, enhancing their skills and
  ensuring smooth transition into roles at PNC Bank.
• Take supervisor calls
• QuickStarts for new hires to develop and grown while in the training process
• Assist in a Team chat for new hires while on the phone with real customers having them call me for assistance with multiple inquires when help is needed to provide the best experience for customers and agents
• Pulling stats to show new hires their progression during this training process
• Viewing and listening to calls in Verint to do multiple coachings such as KYC spot checks for risk management, target focus coaching and one on one coachings with agent to listen to their calls that have been scored by quality analyst
• Develop PowerPoints that are interactive for new hires to participate in during pre-briefs and debriefs
• Being a SPOC I work closely with the team lead to also help plan for the class and the other fellow mentors with scheduling and development
• Welcome calls to new hires that haven't started training yet, but welcoming them to PNC and making sure they are fully equipped with internet and phone line
• Leading multiple meetings such as system setup, call observations, pre brief and debrief, transition meetings etc.
• Accurately managed customer accounts and transactions, ensuring error-free processing and compliance with banking regulations at PNC Bank.
• Effectively communicated with customers to understand their needs and provide tailored banking solutions, enhancing client relationships and loyalty.

• Collaborated with parents and other staff to report student behavior and progress
• Oversaw a dorm of atleast 20 students each night to ensure safety of campus
• Participated in Multiple trainings and events for cpr and in person and hands on training
• Having sessions with groups of 5 teen girls to talk about anger management and other activities to promote expressing feelings in different ways.

• Taught school age kids grade k-3rd different lessons in subjects including math, science and reading
• Led training activity's for peers on weekends during meetings
• Mentored high school children that wanted to have a career in education
• Created lesson plans that were distributed to different schools for their after school programs for STEM
• Collaborated with other programs across the city to share lesson plans that I've made.