Karnese Turner
New Castle,DE
Summary
Dedicated and knowledgeable individual with many years of experience providing exceptional customer service to a wide variety of clients. I have a proven ability to quickly assess customer needs and provide appropriate solutions. I am skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. I am committed to streamlining processes to improve customer service efficiency and satisfaction. Seeking a career opportunity within the company where I can utilize my skills and experience to contribute to the growth and success of the company, and to further grow in my career. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Credit Analyst III
Bank Of America, NA
01.2022 - Current
- Responsible for obtaining and verifying customer data, reviewing credit reports, and complying with internal controls and government regulations that are necessary when making a lending decision
- Duties include:
- Reviewing new applications and existing accounts to ensure credit requirements as required by the bank are being met.
- Maintaining compliance with applicable regulations and laws governing consumer credit.
- Handling inbound and outbound calls to obtain and verify customer data that is necessary to render a final disposition on a credit request.
Fraud Client Service Specialist
Bank Of America, NA
12.2017 - 01.2022
- Responsible for validating unusual activity on the cards of the bank’s Small Business Clients while providing high quality service in a fast-paced environment through telephone interactions
- Duties included:
- Authenticating clients according to bank policy
- Verifying and updating any necessary information while using the various systems and tools provided
- Using sound judgment to assess the risk level when reviewing client accounts for possible fraudulent activity and making decisions to best care for the client.
- Submitting fraud claims and providing status updates.
Process Coordinator II
Capital One
03.2016 - 09.2017
- Internal Governance agent within the Repossession Operations
- Responsible for auditing internal processes to ensure regulatory requirements were being met
- Duties included:
- Daily monitoring of the Close and Secure Process
- Creating and monitoring the Asset Recovery and Remarketing Dashboards
- Meeting regularly with external vendor, management, and staff to communicate audit findings and discuss remediation.
Principal Ops Production Coordinator
Capital One
04.2013 - 03.2016
- Responsible for monitoring the Bankruptcy and Estates validation and exception reports, internal quality remediation and feedback, reviewing monthly samples for GRC testing, and Partnership metrics
- Identified several process gaps, and offered solutions to prevent regulatory impacts
- Additional duties included:
- Escalating any findings or breaks in the process to the management team
- To remediate and prevent and negative impact to card holders
- Creating job aids and training documents for employees
- Responsible for training of new hire and existing employees
- Identifying opportunities to improve some bankruptcy and Estate processes which led to updates to exception reports.
- Worked with Quality Monitoring Operations team to streamline the audit process for bankruptcy provided regular feedback to team members.
Sr. Judge Decision Coordinator/UAQ
HSBC
Castle DE
09.2008 - 04.2013
- Supervised and trained new hires
- Followed Know Your Customer (KYC) whenever completing credit transactions and identified fraud trends.
- Handled escalated call referrals from associates.
- Provided floor coverage as needed
- Reviewed new applications to ensure regulatory requirements were met, before decisioning the application
- Responsible for the internal audit the of Credit Limit Increase Process to ensure regulatory and process requirements were met
- Responsible for updating department policies and procedures.
Credit Unit Manager
HSBC
09.2001 - 09.2008
- Coached and developed a team of 15 people to meet or exceeds department expectations.
- Ownership of internal audit of work queues
- Ensured proper staffing levels were met to achieve processing and telephone service standards for customers and merchants.
- Indoctrinate new employees and is responsible for training staff on assigned functions – including job knowledge, credit extension training, work queue, and telephone etiquette.
- Responsible for instilling customer care initiatives within assigned unit, performing telephone monitors and review work activity of subordinates to ensure quality standards, procedural guidelines, and compliance requirements are met.
- Interviewed new candidates and made hiring recommendations.
- Provided consistent feedback and conducted performance evaluations.
- Responsible for underwriting credit exceptions.
Education
Associate of Science in Business Administration -
Wesley College
Skills
- Fraud Verification
- Customer service
- People/Process Management
- Banking regulations
- Underwriting
- Judgmental lending
- Verbal and written communication
- Information verification
- Credit decision making
- Credit analysis
Certification
Stanford Project Management Certification
References
References available upon request.
Timeline
Credit Analyst III
Bank Of America, NA
01.2022 - Current
Fraud Client Service Specialist
Bank Of America, NA
12.2017 - 01.2022
Process Coordinator II
Capital One
03.2016 - 09.2017
Principal Ops Production Coordinator
Capital One
04.2013 - 03.2016
Sr. Judge Decision Coordinator/UAQ
HSBC
09.2008 - 04.2013
Credit Unit Manager
HSBC
09.2001 - 09.2008
Associate of Science in Business Administration -
Wesley College
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