Johnetta Carter
Jacksonville,FL
Summary
Accomplished Account Resolutions Specialist with a proven track record at Wells Fargo & Company, adept in customer account software and building client relationships. Excelled in reducing process inconsistencies and enhancing team productivity, demonstrating exceptional problem-solving and empathetic client engagement. Achieved notable customer retention rates through effective fraud detection and resolution skills.
Overview
15
15
years of professional experience
Work History
Account Resolutions Specialist
Wells Fargo & Company
03.2015 - Current
- Promptly responded to inquiries and requests from prospective customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices, protocols, company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Fraud and Claims Specialist
Wells Fargo & Company
12.2009 - Current
- Analyzed financial statements, bank records, and government databases to identify fraud and other instances of financial crimes.
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
- Recognized control failures in bank processes, procedures, and customer decisions and categorized losses.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed transactions and receipts to identify any suspicious activity.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Learned and adapted quickly to new technology and software applications.
- Paid attention to detail while completing assignments.
Collector 3
Wells Fargo & Company
12.2009 - Current
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Trained new team members on scripts, company services, and collection strategies.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Counseled debtors on payment options and arranged installment agreements.
Education
High School Diploma -
William M. Raines High School
Jacksonville, FLSkills
- Proficient in customer account software
- Inbound Call Management
- Documentation abilities
- Claims Processing
- Data entry
- Advanced computer proficiency
- Proficient in Microsoft Office Suite
- Client Relationship Building
- Payment plan negotiation
- Research abilities
- Account Reconciliation
- Outbound Calling
- Payment posting
- Conflict resolution techniques
- Collections
- Event Planning
- Active listening abilities
- Call center experience
- Risk Management
- Goals and performance
Timeline
Account Resolutions Specialist
Wells Fargo & Company
03.2015 - Current
Fraud and Claims Specialist
Wells Fargo & Company
12.2009 - Current
Collector 3
Wells Fargo & Company
12.2009 - Current
High School Diploma -
William M. Raines High School