Katherine Gadd

Provides career guidance and assistance to customers by removing barriers to service

Provides case management and career guidance with a focus on helping customers set employment goals and develop employment plans that leads to self-sufficiency

Conducts a complete need and skills assessments utilizing a variety of tools and techniques including computer-based assessments, interest inventories, and one-on-one interviews

Coordinates access to training, education, barrier-removal services, and employment services for customers

Monitors customers' progress during participation in appropriate activities

Provides follow-up services to collect documentation that verifies employment and/or licensure (when applicable); provide services and resources that support job retention and barrier reduction

Maintains physical case files, in an audit-ready state, by ensuring case record documentation is current, accurate, thorough, and compliant with the law, regulations, and established policies and procedures

Maintains accurate and up-to-date digital case files in database(s) systems

Other duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Assist clients with everyday needs in regards to credit usage
• Open and file disputes
• Take payments for clients
• Address any fraud concerns in regards to account takeovers, fraudulent applications, or purchasing
• Operating a multi functional phone system
• Simultaneously using multiple programs to assist in account research when necessary
• Identifying a clients concerns by asking questions to assist or transferring to the appropriate department.

• Identified fraudulent transactions by reviewing information across multiple systems and outside sources
• Recommended actions based on institutional policies to resolve fraudulent activities and prevent recurrence
• Proactively reached out to customers to verify certain suspicious activities on their accounts
• Verified reported ID theft and financial fraud through investigations of referred unusual activity
• Met service level agreement standards by executing routine tasks such as service requests, transactions, and queries
• Addressed reported fraud to verify accusations and identify investigation requirements.

• As a shift manager, I ordered and distributed coffee shop supplies while adhering to a fixed budget
• Handled customer complaints by reaching solutions that are best for the business as well as the customer
• Managed and delegated tasks to employees
• Complied with standards for merchandising, stocking, and storing products
• Conducted successful cash audits at the end of each shift as well as other cash management duties such as deposits
• Trained new team members with positive reinforcement and respectful, encouraging, coaching.