Keiondra Smith
Citibank
Jacksonville,FL
14
years of professional experience
Dedicated and customer-focused professional with over 10 years of experience in customer service, financial services, insurance, and fraud investigation. Proven ability to resolve complex customer issues, investigate fraud, manage multiple responsibilities, and deliver exceptional service in fast-paced environments. Strong communication, organizational, and problem-solving skills with a commitment to accuracy, compliance, and customer satisfaction.
Work History
Fraud Operations Specialist
3 Years 5 Months- Investigate potential fraudulent activity on existing credit card accounts.
- Respond to inbound customer inquiries and resolve service-related issues.
- Verify suspicious transactions by contacting cardholders.
- Provide effective solutions using available resources while maintaining high-quality service.
- Meet and exceed individual and team performance goals.
- Accurately complete investigations and required documentation.
- Assess risk and ensure compliance with company policies and regulatory requirements.
- Protect customer information and company assets through sound judgment and ethical decision-making.
Customer Service Representative
1 Month- Answered inbound calls regarding insurance policies, billing, endorsements, and cancellations.
- Processed policy payments and fulfilled documentation requests.
- Made outbound calls to customers and insurance carriers.
- Collaborated with management to remain current on products, policies, and procedures.
- Prioritized workflow to ensure timely and accurate processing of customer requests.
Customer Service Representative
2 Years- Assisted customers with life insurance policies and account updates.
- Explained benefits, beneficiary changes, retirement plans, and claim procedures.
- Processed death claims and investigated claims from start to resolution.
- Communicated with financial professionals regarding client accounts.
- Delivered exceptional customer service while maintaining compliance with state and company regulations.
Senior Account Representative
4 Years 1 Month- Supported the State Farm Payment Plan program.
- Responded to inquiries from customers, agents, banks, mortgage companies, and internal departments.
- Maintained customer accounts and billing information.
- Used multiple software applications simultaneously to resolve customer issues.
- Applied critical thinking and independent judgment for Auto, Fire, Health, and Commercial accounts.
- Built strong customer relationships through exceptional service.
Education
High School Diploma
Skills
Customer Service Excellence
Fraud Investigation
Microsoft Word & Excel
Data Entry (50+ WPM)
Verbal & Written Communication
Problem Solving
Active Listening
Organization & Time Management
Team Collaboration
Risk Assessment
Account Management
Multitasking
Compliance & Policy Adherence
Timeline
Fraud Operations Specialist
Citibank
03.2023 - CurrentRead More
Customer Service Representative
We Insure
10.2019 - 11.2019Read More
Customer Service Representative
Prudential (Corporate Brokers)
11.2016 - 11.2018Read More
Senior Account Representative
State Farm
08.2012 - 09.2016Read More
Nathan B. Forrest High School
High School Diploma
Read More