Keon McCloud
Douglasville,USA
Summary
Dynamic customer service professional with extensive experience at PNC Bank, excelling in problem-solving and communication. Proven track record in enhancing client satisfaction and identifying sales opportunities. Skilled in fraud detection and team leadership, consistently achieving performance targets while mentoring colleagues to improve service quality.
Overview
12
12
years of professional experience
Work History
REMOTE CUSTOMER SERVICE AND SALES REP
PNC Bank
04.2023 - Current
- Resolved complex customer inquiries, boosting satisfaction and reducing response times.
- Identified sales opportunities, promoting financial products to enhance client portfolios.
- Collaborated with loan officers and underwriters to resolve missing or incorrect documentation regarding loan collateral.
- Submitting, reviewing, and following up on SBP requests, lien preferences, and releases in accordance with established policies, procedures, and regulations.
- Mentored team members on new and updated policies and procedures.
- Assisted clients with online banking disputes and transactions.
MEMBER SERVICE REPRESENTATIVE II SENIOR
Atlanta Postal Credit Union
Atlanta, USA
10.2021 - 04.2023
- Led a team of 10 Member Service Representatives, focusing on improving member satisfaction and expedient issue resolution.
- Conducted performance evaluations and provided coaching to enhance team proficiency and service quality.
- Served as the primary contact for escalated member inquiries, ensuring that complex issues were addressed with diligence and accuracy.
- Processed a diverse range of member transactions, including loan payments and transfers, while adhering to procedures to prevent fraud and minimize risk.
TRAVEL MEMBER SERVICE REP II
Atlanta Postal Credit Union
Atlanta, USA
08.2020 - 10.2021
- Capable of working effectively in a fast-paced environment, while multitasking and prioritizing customer needs.
- Committed to maintaining compliance with credit union policies, and enhancing the overall member experience.
- Filling in for various departments: loan servicing, call center, member services, and teller window.
- Opening and servicing new and existing accounts.
- Processing transactions effectively, with no errors, and balancing daily.
- Streamlined loan servicing processes, enhancing efficiency, and reducing turnaround time for member applications.
REMOTE DEPOSIT CHECK FRAUD ANALYST
Wells Fargo
Dallas, USA
01.2018 - 08.2020
- Check fraud altered, forged, and forged endorsements; New Account fraud; review of checks deposited through various channels, such as branch, ATM, and mobile deposits.
- Documented investigative findings and prepared necessary reports, including Suspicious Activity Reports, to ensure regulatory compliance and prevent financial crimes.
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Consistently exceeded performance targets by demonstrating keen attention to detail, and exceptional analytical skills in identifying fraudulent patterns.
- Assisted law enforcement agencies with information pertaining to ongoing investigations, contributing to successful case closures.
- Increased customer trust and confidence by effectively communicating fraud investigation outcomes.
- Placed a Reg E hold on the check, if warranted, and submitted accounts to the secondary review team for closure approval.
SENIOR TELLER
Wells Fargo
09.2013 - 01.2018
- Proficient in managing cash vault operations, and ensuring compliance with federal regulations.
- Expert in building strong customer relationships to enhance client satisfaction and loyalty.
- Skilled in training and mentoring junior staff to improve their performance and banking knowledge.
- Detail-oriented, with a proven track record of accuracy in processing transactions and balancing cash drawers.
- Demonstrated ability to increase branch sales through cross-selling banking products and services.
- Committed to upholding Wells Fargo's values and fostering a positive work environment for all team members.
Education
DIPLOMA -
North Fort Myers High
Skills
- Communication skills
- Problem-solving abilities
- Customer service and support
- Product expertise
- Active listening
- Conflict resolution strategies
- CRM proficiency
- Fraud detection techniques
- Team leadership
- Documentation review
Timeline
REMOTE CUSTOMER SERVICE AND SALES REP
PNC Bank
04.2023 - Current
MEMBER SERVICE REPRESENTATIVE II SENIOR
Atlanta Postal Credit Union
10.2021 - 04.2023
TRAVEL MEMBER SERVICE REP II
Atlanta Postal Credit Union
08.2020 - 10.2021
REMOTE DEPOSIT CHECK FRAUD ANALYST
Wells Fargo
01.2018 - 08.2020
SENIOR TELLER
Wells Fargo
09.2013 - 01.2018
DIPLOMA -
North Fort Myers High