Summary
Overview
Work History
Education
Skills
Personal Information
Affiliations
Certification
Timeline
77
Karina Hagan

Karina Hagan

St. Petersburg,United States

Summary

Experienced professional with 8 years of experience in auditing, financial risk mitigation, and banking. Strong communication skills, problem-solving abilities, and attention to detail. Able to effectively analyze records and identify discrepancies. Looking to leverage skills and experience to contribute to the success of a reputable organization.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Auditor

Raymond James Bank
10.2023 - 02.2024
  • Assisted with many administrative functions of the office
  • Audited new accounts, including trusts, CD's, and IRA's
  • Developing and implementing audit programs to evaluate the adequacy and effectiveness of internal controls within bank operations
  • Review and evaluate internal controls and processes to ensure compliance with regulatory requirements and industry best practices in bank operations
  • Prepare communications such as memos, emails, invoices, reports and other correspondence
  • Write and edit communications, from letters to reports and instructional documents
  • Create and maintain filing systems, both electronic and physical
  • Manage accounts and perform clerical tasks
  • Reviewing and analyzing financial statements, bank records, and other financial documents to identify potential discrepancies and irregularities in bank operations.

Policy Services Representative

The Hartford
01.2022 - 03.2023
  • Explained complex insurance policies and procedures to customers in a clear and concise manner
  • Effective Customer Service Administration / Issue resolution (liaison with underwriting, claims, billing, etc.)
  • Coordinates the day-to-day service and administrative requirements by effectively assessing customer concerns, networking with the appropriate resources and providing creative solutions to customer needs
  • Effectively utilizes support staff and customer service resources when appropriate
  • Researched the latest insurance products and services to recommend the best coverage options to customers
  • Maintained all areas of the customer specific records in the appropriate system
  • Conducted regular follow-ups with customers to ensure satisfaction and address any issues
  • Tracked customer renewals and followed up on overdue payments
  • Developed and implemented strategies to increase customer loyalty and referrals
  • Proactively identify areas for process improvement and suggest solutions to increase efficiency in policy services operations.

Fraud Investigator ll

CardWorks
12.2020 - 01.2022
  • Completed the necessary steps to initiate, properly conduct credit card claim investigations and respond to all claim related inquiries within regulatory or required timeframes
  • Responsible for performing reasonable credit card investigation and applying applicable charge backs to help mitigate fraud losses for our clients
  • Make and/or receive phone calls to and cardholders and merchants when necessary for the claim investigations
  • Responsible for monitoring all work queues to ensure that they are maintained according to regulatory guidelines and completes all work timely and accurately
  • Advise management of any new fraud trends, system problems or other events that impact our ability to perform business perform related assigned duties within the department, based on experience level
  • Learn, comprehend, and stay updated on all FCRA requirements, FDIC Red Flag Guidelines, departmental and regulatory procedures and updates as they are established.

Team Lead - Customer Service

Capital One
02.2015 - 04.2018
  • The responsibility of this role is to provide guidance to Capital One customer service representatives and at the same time be a subject matter expert in all things Capital One with the occasional Supervisor Call
  • These included Investigating account related concerns in regards to regulatory compliance, KYC, Red Flags, AML, or any other account, fraud, or dispute concern
  • Approve/decline real time customer service associate overrides to standard policies and procedures
  • Extensive Knowledge with TSYS/TS2 Banking systems
  • Call de-escalation
  • A subject matter expert in regards to APR's, banking products (commercial and consumer), AML compliance, credit card products, and Banking products
  • Providing feedback to the frontline associates
  • Assisting Unit Managers in projects and initiatives as assigned
  • Mentoring front line agents for better growth opportunities
  • Coaching to certain KPI's like adherence, ACT, ACH, call quality, and AC
  • Any other duties as assigned by management.

Education

HS Diploma -

Auburndale High School
Auburndale, FL
04.2005

Skills

  • Excel
  • MS Office Suite
  • Flexibility and Adaptability
  • Attention to Detail
  • Problem Solving
  • Effective Time Management
  • Audit reporting
  • Compliance standards
  • Process evaluations
  • Account Reconciliation
  • Report creation
  • Root Cause Analysis

Personal Information

Title: AUDITOR

Affiliations

  • Society of Financial Service Professionals
  • Financial Management Association International

Certification

  • [Area of expertise] License - [Timeframe]

Timeline

Auditor

Raymond James Bank
10.2023 - 02.2024

Policy Services Representative

The Hartford
01.2022 - 03.2023

Fraud Investigator ll

CardWorks
12.2020 - 01.2022

Team Lead - Customer Service

Capital One
02.2015 - 04.2018

HS Diploma -

Auburndale High School

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